AECOM is seeking an experienced Manager, Application Support to lead the strategy, performance, and continuous improvement of enterprise application support services. This role ensures the stability, availability, and performance of business-critical applications while driving operational excellence, service delivery maturity, and strong alignment with business objectives.
This leader oversees support teams, manages incident and problem resolution processes, and partners with IT, product, and business stakeholders to enhance application reliability and user experience.
This position will be based in Bogota, Colombia.
Key Responsibilities:
Leadership & Strategy
- Lead, mentor, and develop a high-performing application support team, including managers, analysts, and engineers
- Define and execute the application support strategy aligned with organizational and IT goals
- Establish KPIs, SLAs, and operational metrics to measure team performance and service effectiveness
- Drive a culture of accountability, continuous improvement, and customer-centric service
Service Delivery & Operations
- Oversee day-to-day support operations for enterprise applications, ensuring high availability and performance
- Manage incident, problem, and change processes in alignment with IT service management best practices (e.g., ITIL)
- Ensure timely resolution of production issues, including escalation management and root cause analysis
- Implement proactive monitoring and alerting to minimize downtime and business disruption
Stakeholder Management
- Serve as the primary escalation point for critical application issues
- Partner with business leaders, product teams, and IT functions to prioritize support needs and enhancements
- Communicate effectively with executive stakeholders on system performance, risks, and improvements
Continuous Improvement
- Identify trends in incidents and drive long-term solutions to reduce recurring issues
- Lead automation initiatives to improve efficiency and reduce manual support effort
- Evaluate and implement tools and technologies to enhance support capabilities
Governance & Compliance
- Ensure adherence to security, compliance, and regulatory requirements
- Maintain documentation for processes, systems, and support procedures
- Manage vendor relationships and third-party support providers as needed