Application Support Manager

Princeton, NJ | Direct Hire

Post Date: 05/18/2017 Job ID: 9464 Industry: Technology

Position: Application Maager

Location: Central Jersey

Salary $110000

Our Client in Central New Jersey is seeking an Application Manager to directly join their team.

Our client is   currently seeking a motivated Manager for our Level 2 Application Support team   The successful candidate will manage a small team of Level 2 Application Support specialists to resolve the ongoing stream of customer support issues that are escalated from the front line application support team. The Application Support Manager will work closely with integrated team of Scrum Masters and Product Owners in an Agile application development environment involving a diverse technology stack. Provide leadership and direction in resolving all Production Support issues as well as provide end-to-end support of assigned Information Systems including, but not limited to ERP, EDI, SOA, and Custom-built applications. The Application Support Manager may be assigned as a team lead or as a participant of projects defined by management. The candidate must be focused, hard-working, and self-motivated with ability to work off-hours and coordinate activities associated with L2 support model.




  • Provide direction and prioritization  to Application Support Team members
  • Hire, train, and develop the Application Support Team members
  • Establish strong working relationships with system users while providing training and support
  • Act as a liaison with management and staff to resolve problems and improve systems
  • Oversee the creation and maintenance of test plans for patches and upgrades of systems
  • Participate as a member and/or lead project teams when required by management
  • Oversee the creation of user documentation for supported systems
  • Ensure that the delivery of systems is according to company/owner needs
  • Establish and implement enterprise Application Support model
  • Manage activities related to maintenance of the application systems that are running the daily operation of the firm
  • Manage the creation and maintenance of application Service Level Agreements, root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members 
  • Manage production changes made in accordance with lifecycle methodology and risk guidelines
  • Coaching and mentor less experienced team members as well as overall team management responsibilities
  • Experienced  leader who typically manages a team comprised of IT professionals within the Applications Support family
  • Manage risk and control compliance  to departmental and company-wide standards
  • Implement financial control and budget management
  • Manage client centric environment for work with teams and contributors
  • Develop and implement a problem management support process
  • Lead and prioritize the Application Support team’ s work load
  • Effectively communicate and build relationships with business users and developers
  • Manage, prioritize, triage, and assign support issues according to their severities, priorities, and age to maximize response time and resolution effectiveness
  • Serve as a point of escalation and sustain effective communications with all stakeholders to maximize customer experience
  • Accountable for positive leadership - cultivate a culture of high value to drive customer loyalty
  • Provide subject matter expertise to guide team members toward the most effective ways to resolve issues
  • Establish and track metrics to measure KPI’ s (Key Performance Indicators), CSAT (Customer Satisfaction), and throughput of Level 2 support team
  • Deliver weekly reports and analysis to the leadership team including evaluation of overall performance, trend identification, problem resolution and risk mitigation
  • Proactively identify recurring and/or challenging issues and drive resolution with product development team to facilitate continuous improvement




  • Bachelor’ s degree in Business Information Systems or equivalent
  • Seven to ten years of experience in the Information Technology field of application
  • support/product management
  • Experience using and supporting complex architecture environments consisting of custom applications and COTS
  • Knowledge of relational databases and client/server technologies
  • Proficient computer skills including working with Microsoft Office (Visio, Excel, Word etc.)
  • Strong analytic, organizational and problem-solving skills
  • Ability to learn quickly and adapt to change
  • Strong and collaborative work ethic; team oriented; high integrity
  • Strong communication and interpersonal skills
  • Expert and proven analysis, judgment, decision making, organizational, and planning skills working in an autonomous and proactive manner
  • Strong communicator and relationship builder with all levels of the organization, and ability to communicate technical issues to non-technical business colleagues.
  • Passion and demonstrated ability for continuous process improvement.
  • Ability to communicate technical issues to non-technical business colleagues
Preferred Qualifications
  • Strong experience working directly with customers & ability to brainstorm concepts
  • Ability to work independently as well as a part of a team
  • Strong work ethic, critical thinker
  • Specific experience in the transportation industry is a plus
  • Applicable knowledge of the technologies used by the teams
  • Project Management skills
  • Familiarity with DevOps best practices
  • Experience with Agile and Scrum\Kanban processes and methods is a plus



Tyler Mataya

Fun Facts: Avid sports fan, Intramural Sports champion, enjoys visiting the Jersey Shore.

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