Information Technology Support Manager

Role Overview

We are seeking a highly skilled Manager with experience in IT Application Operations and Support Modernization to lead a strategic engagement for one of our premium customers. The role involves planning, coordinating, and executing modernization initiatives across application support (L1/L2), infrastructure, and integration layers. The PM will serve as the bridge between customer stakeholders, support teams, and vendors to ensure smooth operations and continuous improvement.

Key Responsibilities

• Program Management & Governance

• Lead the end-to-end execution of the IT Application Operations modernization initiative.
• Establish governance frameworks, define KPIs/SLAs, and track performance of support teams.
• Drive adoption of standard operating procedures (SOPs), playbooks, and escalation models.

• Operations Management

• Oversee daily support operations for critical applications (using Advanced design tools, digital web and desktop application hosted on-prem/on-cloud).
• Ensure robust incident, problem, and change management processes are followed.
• Monitor recurring issues, perform root cause analysis, and ensure preventive actions.

• Stakeholder & Customer Engagement

• Act as the primary point of contact for customer stakeholders (engineering, IT, business teams).
• Manage communication between internal L1/L2 support teams, infra teams, and tool vendors (Support central, Rally etc., MS Teams).

• Modernization & Continuous Improvement

• Identify and implement automation opportunities (monitoring, ticket triage, knowledge base).
• Streamline support through knowledge management, self-service portals, and AI-assisted tools.
• Introduce dashboards/metrics for proactive monitoring and executive reporting.
• Benchmark current support model and implement best practices for IT Ops maturity.

• Team Leadership

• Coordinate cross-functional support teams (L1, L2, Infra, Security, Vendor).
• Mentor support leads and ensure teams are aligned to modernization goals.
• Drive resource planning, training needs assessment, and capability uplift.

Required Skills & Experience

• 10+ years of IT experience with at least 5+ years in IT Application Operations / Application Support management.
• Strong project/program management background with proven ability to drive modernization or transformation projects.
• Familiarity with enterprise application operations.
• Experience in incident, problem, and change management frameworks (ITIL/ITSM).
• Exposure to infrastructure operations (servers, storage, license servers) and application monitoring tools.
• Strong understanding of integration challenges (APIs, ERP/PLM connectivity, data workflows).
• Experience working with aerospace, manufacturing, or engineering domains is highly desirable.
• Excellent stakeholder management, communication, and vendor coordination skills.
• Ability to analyze support data and drive continuous improvements with measurable outcomes.

Nice to Have

• Background in DevOps/SRE practices applied to IT Ops modernization.
• Experience implementing automation in application support (AI/ML ticket classification, chatbots, RPA).
• Familiarity with regulatory and compliance frameworks (ITAR, FAA, EASA).

Education & Certifications

• Bachelor’s degree in Computer Science, Engineering, related field, or sufficient experience in executing such engagements.
• PMP, PRINCE2, or SAFe Agile certification preferred.
• ITIL certification (Foundation or higher) strongly preferred.