Applications Support Manager — Business Network System; BNS

US Citizens or Permanent Residents only.

Sesheng LLC is seeking a high-performing Applications Support Manager to join our enterprise client’s IT Leadership team in Akron. You will lead the support, maintenance, and continuous evolution of the Business Network System (BNS)—the mission‑critical sales and franchise operations application. Your mission is to ensure high availability, seamless user experience, and rapid incident resolution for a diverse network of franchise stakeholders.

You will manage a cross‑functional team of Support Analysts, QA Engineers, and Technical Developers to maximize system reliability and business value.

• Team Leadership
  :
  Manage a day‑to‑day support team (Tiers 1–3) serving technicians and franchise operations staff.
• Incident Management
  :
  Act as the primary escalation point for critical issues affecting sales, pricing, and commissions; lead incident response and stakeholder communication.
• Operational Excellence
  :
  Oversee deployment procedures, maintenance windows, backups, and monitoring for BNS updates.
• Integration Oversight
  :
  Manage connections between BNS and third‑party systems, including POS, ERP, and payment processors.
• Continuous Improvement
  :
  Utilize monitoring and observability tools to reduce incident volume, improve MTTR, and eliminate recurring defects.
• Vendor & Stakeholder Relations
  :
  Manage SaaS and hosting vendor performance while collaborating with Product Managers to translate business needs into technical fixes.

To be successful in this role, candidates must possess:

• Leadership Experience
  : 8+ years in applications support or technical operations, with at least 5 years in a formal people‑management role.
• Domain Expertise
  :
  Hands‑on experience supporting sales or franchise management systems (Retail or Distribution experience is highly preferred).
• Technical Literacy
  :
  Solid understanding of Application Architecture, APIs, ETL, SQL databases, and web/mobile support.
• Process Frameworks
  :
  Deep familiarity with ITIL, Change Control, and Release Management.
• Tool Proficiency
  :
  Experience with monitoring tools (Datadog, New Relic, Splunk) and ITSM platforms (Jira Service Management, Service Now).
• Soft Skills
  :
  Proven ability to communicate complex technical issues to non‑technical franchise owners and executive leadership.

• Citizenship
  :
  This position requires US Citizens or Permanent Residents (Green Card holders) only.
• Education
  :
  Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• Flexibility
  :
  Ability to participate in on‑call rotations and occasional after‑hours support for critical incidents.

• Experience with POS, order management, or commission systems.
• Knowledge of AWS/Azure cloud hosting and CI/CD pipelines.
• Certifications:
  
  ITIL Foundation, PMP, or SQL certifications.
• Understanding of PCI compliance and data privacy regulations.

Sesheng LLC and our enterprise client provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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