IT Manager - Application Management Support
About the Role
The IT Manager - IT Application Management Support oversees and manages the support and maintenance of SAP and other enterprise applications, ensuring their optimal performance and alignment with business requirements. The IT Manager - Application Management Support aims to lead a team in delivering high-quality application support, troubleshooting issues, and implementing enhancements, while collaborating with stakeholders to drive operational efficiency and support organizational goals.
Key Responsibilities
Oversee the daily operations and support of SAP and other enterprise applications, ensuring system stability, performance, and reliability.
Manage incident resolution, troubleshoot issues, and implement solutions to minimize downtime and disruptions.
Implement and manage incident and problem management processes to quickly resolve issues and prevent recurrence.
Conduct root cause analysis for major incidents and develop strategies to mitigate future risks.
Coordinate and manage application upgrades, patches, and enhancements, ensuring minimal impact on business operations.
Manage change control processes for application modifications, ensuring changes are tested, documented, and communicated effectively.
Collaborate with application vendors and service providers to resolve complex issues and ensure effective service delivery.
Identify opportunities for process improvements and implement best practices to enhance application support and management.
About You
A bachelor’s degree in Computer Science, Information Technology, or a related field is required.
7-10 years of relevant experience, including previous roles in IT management, team leadership, and strategic planning.
Proven track record in leading application support teams and overseeing complex enterprise application environments.
Demonstrated capability in managing application upgrades, implementations, and optimization initiatives, including cross-functional coordination, timeline management, and budget oversight.
Strong track record in managing external vendors and service providers, including relationship management, contract negotiation, and service-level performance.
Hands-on experience with change management processes, including managing application modifications and ensuring smooth transitions with minimal impact on business operations.
Strong understanding of application security, risk management, and regulatory compliance, with the ability to implement appropriate controls and policies.
Proven ability to develop and deliver end-user training, create user enablement materials, and facilitate workshops to drive effective system adoption.
Strong technical knowledge of SAP and other enterprise applications, including application implementation, configuration, maintenance, and upgrades.
Working knowledge of cloud platforms and services, particularly in managing and supporting cloud-based enterprise applications.
Required Certifications: Project Management Professional (PMP), ITIL Foundation, SAP Certified Application Associate