- Company Name
- Questpro
- Job Title
- Manager Application Development Support
- Job Description
-
**Job Title:** Manager, Application Development Support
**Role Summary**
Lead and manage the production support function for the organization’s core operational platform and associated business applications. Oversee a mixed team of internal analysts and external vendors, ensuring platform stability, scalability, incident resolution, and continuous improvement, while collaborating with Operations, Finance, Compliance, and Product stakeholders to align technology initiatives with enterprise goals.
**Expectations**
- Deliver measurable improvements in platform uptime, response times, and incident resolution rates.
- Maintain high standards of data integrity, security, and regulatory compliance in all production environments.
- Foster a culture of accountability, continuous learning, and service excellence within the support team.
- Collaborate cross‑functionally to prioritize and implement enhancements and process improvements.
**Key Responsibilities**
1. Own the strategic roadmap for the core operational platform, coordinating system upgrades, vendor integration, and enhancement planning.
2. Provide hands‑on technical leadership for escalated issues in data processing, transactional errors, configuration, and system logic.
3. Ensure operational support for core platform, ERP, digital interfaces, workflow engines, document management, and business intelligence tools.
4. Manage the full incident lifecycle: identification, triage, escalation, resolution, root‑cause analysis, and knowledge documentation.
5. Define, monitor, and report on SLAs and KPIs (uptime, response and resolution times, backlog, recurring issues).
6. Mentor and develop support team members, building technical depth and leadership capabilities.
7. Lead vendor relationships, managing service levels, issue escalation, and system enhancements.
8. Govern change, patching, and release activities in alignment with IT service‑management principles and regulatory requirements.
**Required Skills**
- Proven leadership of production support teams and enterprise application environments.
- Deep knowledge of platform ecosystems, data integrity, integration health, and performance tuning.
- Experience with incident and change‑management tools (ServiceNow, Jira Service Management).
- Strong analytical abilities: data extraction, KPI analysis, and root‑cause investigation.
- Vendor management expertise and ability to negotiate service levels.
- Excellent communication and stakeholder‑management skills across technical and business audiences.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
- 7+ years of experience in technology or a closely related field, including at least 3 years managing core operational systems and enterprise support teams.
- Familiarity with regulated industry environments and security/compliance frameworks.
- Preferred: Hands‑on experience with EXL LifePro or equivalent core operational platforms.