Manager of Application Support

About This Role

This role manages and leads the Application Support team and Database Administrators, ensuring the availability, reliability, and performance of critical business applications and batch workflows for the client bank. This manager provides strategic direction, oversees 24/7 support operations, and drives continuous improvement in service delivery and compliance.

Responsibilities

• Provide strategic leadership and operational stability for the Application Support team, ensuring consistency with enterprise risk objectives and compliance standards
• Own and optimize Batch operations, driving improvements in metrics, reporting, and actionable insights while collaborating closely with key stakeholders to enhance risk alignment and operational resilience
• Strengthen people leadership and team development, offering direct management to support growth, engagement, and performance within the Application Support team
• Manage and lead a high-performing team of Application Support Specialists and Database Administrators
• Oversee 24/7 support operations, including on-call coverage, incident coordination, and alerting workflows using platforms such as xMatters
• Lead efforts to map, analyze, and continuously improve overnight Batch workflows, applying structured problem-solving and root cause analysis to minimize failures and optimize performance
• Partner with Risk and Operations to refine dashboards, develop actionable KPIs and KRIs, and ensure transparency and accountability in daily and long-term batch oversight
• Serve as application owner for assigned systems and ensure the team fulfills ownership responsibilities across supported platforms, including lifecycle management, documentation, performance monitoring, and compliance
• Drive continuous improvement in service delivery, job reliability, and performance using operational metrics and structured feedback
• Participate in the Bank’s disaster recovery (DR) exercises in collaboration with other teams, ensuring supported applications and databases are prepared and aligned with organizational DR plans
• Ensure real-time communication and stakeholder updates during overnight Batch incidents and lead post-incident reviews to drive learning and prevent recurrence
• Manage change control processes for systems and applications supported by the team, ensuring proper approvals, documentation, and stakeholder engagement within the team’s area of responsibility
• Support audit and regulatory compliance by maintaining controls, responding to inquiries, and ensuring documentation is complete and current
• Administer and improve ticketing workflows using ServiceNow, applying ITIL principles
• Participate in migration efforts to SaaS-based Control-M platforms (e.g., Helix ControlM), supporting functional testing and environment transitions
• Promote a culture of accountability, quality, and service excellence across the support organization
• Provide 24x7 on-call support coverage as needed

Requirements

• Bachelor’s degree in Information Technology or a related field, or at least three years of experience in a technology leadership role
• Minimum 7 years of experience in application support, batch operations, or database administration, including at least 1-3 years in a leadership or supervisory role
• Minimum 2 years of experience with workflow automation platforms, such as Control-M or Helix
• Strong understanding of cloud platforms and services
• Strong understanding of enterprise systems, batch processing workflows, and database support coordination
• Proficiency in troubleshooting job failures, analyzing error logs, and implementing corrective actions
• Experience managing alerts and escalations using tools such as xMatters, PagerDuty, or equivalent
• Experience with ServiceNow or similar ITSM platforms, including ticketing workflow administration
• Solid understanding and practical application of ITIL principles across incident, problem, and change management
• Experience with DevOps practices
• Demonstrated ability to lead cross-functional teams and collaborate effectively with technical and business stakeholders
• Excellent communication, documentation, and reporting skills

Qualifications

• Bachelor’s degree in Information Technology or a related field
• Minimum 7 years of experience in application support, batch operations, or database administration, including at least 1-3 years in a leadership or supervisory role; Minimum 2 years of experience with workflow automation platforms, such as Control-M or Helix

Nice to Have

• Technical certifications preferred
• ITIL Certification preferred
• Experience with CI/CD pipelines is a plus

Skills

* Required skills

Certifications