Manager, Applications Support

AECOM is seeking an experienced Manager, Application Support to lead the strategy, performance, and continuous improvement of enterprise application support services.

Requirements

• 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
• 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
• Impleme...