Application and Operations Support Manager

Application and Operations Support Manager Location: Montvale, NJ (Hybrid – 3 days/week onsite) Employment Type: 12+months Contract Environment: Azure / .NET / SQL Server / Global Application Support
Overview
We seek an experienced Application Support and Operations Manager to oversee the global support operations for a key global application with more than 80,000 users. This individual will serve as the right hand to the Application Support Director, taking ownership of daily operations. The role involves managing a team of approximately eight Application Support Analysts (onshore and offshore) responsible for maintaining uptime, ticket response, and issue resolution across six large Azure-based production environments used by the company’s global teams. Responsibilities:

• Lead day-to-day operations of the Application Support and Operations team, ensuring timely and accurate ticket triage, troubleshooting, and resolution.
• Collaborate with a team of other Support Analysts (both onshore and offshore).
• Act as the escalation point for complex incidents, performing hands-on troubleshooting and root cause analysis as needed.
• Collaborate closely with Microsoft other vendors and internal engineering teams on Azure performance, environment stability, and release management.
• Review and analyze logs, daily performance reports, and service metrics to ensure consistent application uptime and SLA adherence.
• Maintain strong communication and coordination across business, technical, and vendor teams.
• Implement best practices for incident, problem, and change management (ITIL).
• Drive continuous improvement across the support function — adoption of AI Agents, process automation, proactive monitoring, documentation, and knowledge sharing.
• Report KPIs, trends, and operational insights to leadership.

Qualifications:

• At least 6+ years of experience in Application Support, Production Operations, or Technical Service Management, including 3+ years in a leadership or management capacity.
• Bachelor’s degree in Computer Science, Information Systems, or related discipline is preferred
• Strong understanding of Microsoft Azure architecture, monitoring, and operational tools.
• Technical proficiency in .NET / C#, SQL Server, and IIS/WCF/Windows-based application environments.
• Hands-on ability to review logs, write SQL queries, and interpret system performance data.
• Prior experience managing offshore support teams and coordinating global operations.
• Excellent written and verbal communication skills; ability to interface effectively with vendors, engineers, and business stakeholders.
• Knowledge of ServiceNow, Application Insights, and ITIL-based processes.
• Experience with applying AI to application support/ticketing systems and processes is a big plus, as the customer is introducing several different AI Agents to assist with ticket triage and processing.