Job Description
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...