Manager, Application Support

Primary Functions:

• Lead and manage a team of System Administrators and Network Engineers.

• Oversee infrastructure architecture, implementation, and maintenance for hosted applications (cloud or on-prem).

• Develop and execute long-term plans to ensure infrastructure capacity remains up-to-date.

• Design and implement new infrastructure solutions.

• Establish priorities for the maintenance, design, and development of infrastructure systems.

• Ensure uptime, performance, and scalability of production systems and networks.

• Develop and enforce best practices for system monitoring, security, and backups.

• Collaborate with DevOps, Security, and Development teams to align infrastructure with application needs.

• Drive incident response and root cause analysis for infrastructure-related outages or issues.

• Create and maintain information security documentation, knowledge base articles, best practices, and policy and procedure documentation.

• Manage vendor relationships and procurement for infrastructure tools and services.

• Establish and track KPIs for system and network performance.

Technical Expertise:

• Possess in-depth knowledge and hands-on experience with Microsoft Software Stack including, Windows Server, Internet Information Services (IIS), SQL Server, and SQL Server Reporting Services (SSRS).

• Stay current with industry trends and updates related to application support and hosted environments.

• Provide technical guidance and training to support team members.

Organizational Responsibilities:

• HR Responsibilities for the Infrastructure Team.

• Set, meet, and monitor departmental goals to drive optimal performance.

• Understand provisions of maintenance contracts and communicate to customers as needed thereby contributing towards monthly revenue targets.

The qualifications we are looking for are mixture of work experience and educational background. They are split into Minimum Qualifications (must have) and Additional Qualifications (nice to have) along with soft skills (competencies) needed for the role:

Minimum Qualifications:

• 5+ years of experience in infrastructure or systems/network engineering.

• 2+ years in a leadership or managerial role.

• 3+ years of experience of networking, server architecture (Linux and Windows)

• 3+ years of experience with monitoring tools and configuration management.

• 3+ years of experience in security, compliance, and high-availability principles.

Additional Qualifications:

• Experience managing hybrid cloud environments (on-premise servers connecting to AWS, Azure, or GCP).

• MSCE or various network certifications (CCNA, CCDP, CISSP, Security+) as well as certification ITIL

Soft Skills:

• A self-motivated individual who takes ownership of goals and objectives.

• Exhibit a creative approach to problem-solving with the ability to focus on details while maintaining the ‘big picture’ view. Capable of improvising, adapting, and overcoming when obstacles materialize.

• Proven results-oriented person with a focus on consistent and predictable delivery.

• Ability to work independently and react quickly to changing priorities with a consistent sense of urgency.

• Manage confrontation and uncomfortable conversations with composure and respect.

• Enthusiastic and ability inspire others to deliver value while having fun as a team.

• Ability to work some evening hours when system changes or maintenance require it.

• Ability to manage developer across multiple product lines.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.