Information Technology Support Manager

Job Description – Project Manager (IT Application Operations) / IT 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.