Senior Manager, IT Applications Support
Listed on 2026-09-22
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IT/Tech
IT Support, Systems Administrator, IT Project Manager, IT Business Analyst
Description
The Senior Manager, IT Application Support will lead and oversee all aspects of global application support across Amneal Pharmaceuticals' enterprise and business-critical systems. This role is responsible for ensuring high availability, performance, compliance, and user satisfaction for applications used in manufacturing, quality, R&D, supply chain, commercial, and corporate functions. The position will manage a geographically distributed team of internal staff and strategic partners to deliver reliable, secure, and compliant application support services 24x6.The
ideal candidate will have deep expertise in application operations management, ITIL practices, vendor management, and regulated industry compliance (FDA, SOX, GxP), with the ability to collaborate effectively across global business units and IT functions.
The Senior Manager, IT Application Support will lead and oversee all aspects of global application support across Amneal Pharmaceuticals' enterprise and business-critical systems. This role is responsible for ensuring high availability, performance, compliance, and user satisfaction for applications used in manufacturing, quality, R&D, supply chain, commercial, and corporate functions. The position will manage a geographically distributed team of internal staff and strategic partners to deliver reliable, secure, and compliant application support services 24x6.The
ideal candidate will have deep expertise in application operations management, ITIL practices, vendor management, and regulated industry compliance (FDA, SOX, GxP), with the ability to collaborate effectively across global business units and IT functions.
- Global Application Support Leadership Lead and provide operational accountability for Level 2 and Level 3 application support teams across the US, India, and Ireland, including internal resources and strategic service partners.
Ensure effective 24x6 support coverage for business-critical applications with clearly defined ownership, on-call coverage, escalation paths, and major incident response procedures.
Oversee Incident, Problem, Change, and Request Management across the supported application portfolio in alignment with ITIL standards.
Serve as the senior escalation point for critical application incidents, ensuring rapid restoration of service, effective business communication, and appropriate technical engagement.
Establish and monitor SLAs and KPIs, including response/resolution time, MTTR, backlog, recurring incidents, application availability, and user satisfaction. - Application Portfolio & Service Ownership Own the operational health, availability, performance, supportability, and lifecycle management of Amneal's global application portfolio. Coordinate application upgrades, patches, releases, maintenance activities, and production changes with application owners, vendors, Infrastructure, Cybersecurity, Quality, and business stakeholders. Maintain clear service ownership, support models, technical dependencies, escalation paths, and operational documentation for each supported application. Proactively identify application risks, capacity concerns, technical debt, end-of-life components, recurring issues, and opportunities for service improvement.
Ensure appropriate monitoring and operational readiness are established before new applications and major releases transition into production support. Manage support for enterprise and business-critical applications, including but not limited to: ERP & Enterprise Systems: JDE, SAP Business Objects Quality & Manufacturing Systems:
Caliber QMS, LIMS and other regulated applications Supply Chain & Logistics:
Coupa P2P, Manhattan WMS, Liaison EDI Commercial Systems:
Veeva CRM, corporate and marketing websites Other Enterprise Applications:
Additional applications transitioned into the Application Support organization based on defined support and service requirements. - Process Excellence & Continuous Improvement Establish, standardize, and enforce global application support processes, SOPs, runbooks, knowledge articles, and operational documentation to ensure consistent service delivery.
Drive structured Root Cause Analysis (RCA) for recurring and high-impact incidents and ensure corrective and preventive actions are completed.
Analyze incident trends, service performance, and recurring support demand to identify opportunities for permanent remediation.
Champion automation, proactive monitoring, AI-assisted support,…
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