Information Technology Support Manager

As a Project Manager (IT Application Operations) / IT Support Manager, your role involves planning, coordinating, and executing modernization initiatives across application support, infrastructure, and integration layers for one of our premium customers. You will serve as the bridge between customer stakeholders, support teams, and vendors to ensure smooth operations and continuous improvement. **Key Responsibilities:** - 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. - Oversee daily support operations for critical applications. - Ensure incident, problem, and change management processes are followed. - Monitor recurring issues, perform root cause analysis, and ensure preventive actions. - Act as the primary point of contact for customer stakeholders. - Manage communication between internal support teams, infra teams, and tool vendors. - Identify and implement automation opportunities. - 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. - Coordinate cross-functional support teams. - 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. - Familiarity with enterprise application operations. - Experience in incident, problem, and change management frameworks. - Exposure to infrastructure operations and application monitoring tools. - Strong understanding of integration challenges. - Experience working with aerospace, manufacturing, or engineering domains. - Excellent stakeholder management, communication, and vendor coordination skills. - Ability to analyze support data and drive continuous improvements. **Nice to Have:** - Background in DevOps/SRE practices applied to IT Ops modernization. - Experience implementing automation in application support. - Familiarity with regulatory and compliance frameworks. As a candidate for this role, you should hold a Bachelor's degree in Computer Science, Engineering, a related field, or have sufficient experience in executing such engagements. Certifications such as PMP, PRINCE2, SAFe Agile, and ITIL are preferred.,