We are seeking a highly skilled Web Application Support Associate Manager to lead the support, stability, and continuous improvement of enterprise web applications across a diverse technology stack. This role is responsible for managing production support, ensuring high availability, and leading a team that supports applications built on JBoss EAP, Java, .NET Framework, Informatica Intelligent Cloud Services (IICS), and web services.
The ideal candidatecomes with 10+ years of strong technical depth with operational excellence and leadership experience in a global, business-critical environment.
Key Responsibilities
Application Support & Operations
- Own day-to-day production support for enterprise web applications, ensuring availability, performance, reliability, and scalability across environments.
- Lead incident management, root cause analysis, and post-incident reviews; establish operational runbooks, monitoring, and escalation procedures.
- Oversee application server maintenance (JBoss EAP), middleware, web services (SOAP/REST), and integrations via Informatica Intelligent Cloud Services (IICS).
Service Management & Continuous Improvement
- Manage application support intake through ITSM tools (e.g., ServiceNow), including ticket prioritization, SLAs, and KPI tracking.
- Drive continuous improvement initiatives to reduce incidents, improve performance, and increase automation; identify recurring issues and partner with engineering teams on permanent fixes.
Leadership & Team Management
- Lead, mentor, and develop a team of application support analysts and engineers; provide technical guidance for complex or escalated issues.
- Conduct performance reviews, skill development planning, and resource allocation while fostering accountability and collaboration.
Collaboration & Stakeholder Engagement
- Act as the primary support liaison between business stakeholders, development teams, and IT leadership; communicate clearly on incidents, risks, and system health.
- Collaborate with development teams on release planning, deployments, and transition to production support; partner with infrastructure and security teams on platform stability and compliance.