Project Manager, Change Management, IT Project Manager

Application Support Manager

Location:

Cleveland, OH

Experience required: 8‑10 years of experience

Salary Range: $100,000‑$120,000 a year

• Lead end‑to‑end application support delivery, ensuring SLA compliance, service quality, and high customer satisfaction.
• Own production support operations and maintain a stable, secure, and resilient application environment with minimal business disruption.
• Drive continuous service improvement through process improvement, automation, AI‑driven solutions, and operational excellence initiatives.
• Identify proactive opportunities to reduce incidents, improve system reliability, optimize costs, and enhance user experience.
• Establish and maintain strong customer relationships by understanding business priorities, providing regular service updates, and acting as a trusted advisor.
• Manage critical incidents and escalations, ensuring timely resolution, effective communication, and stakeholder alignment during service disruptions.
• Lead root cause analysis activities and ensure corrective and preventive actions are implemented to avoid recurring issues.
• Monitor application health, performance, capacity, and availability, proactively addressing risks before they impact business operations.
• Develop and execute automation strategies to eliminate repetitive tasks, improve operational efficiency, and increase support productivity.
• Leverage AI and analytics to improve incident prediction, knowledge management, self‑healing capabilities, and decision‑making.
• Define and track key service metrics, KPIs, SLAs, and operational dashboards to drive accountability and continuous improvement.
• Manage support teams, vendor partners, and cross‑functional resources to ensure effective service delivery and resource utilization.
• Plan workforce allocation, skill development, succession planning, and capacity management to meet current and future business needs.
• Ensure effective change, release, and problem management processes are followed to minimize production risks.
• Drive knowledge management practices, documentation standards, and team readiness to improve support efficiency.
• Collaborate with development, infrastructure, cloud, security, and business teams to deliver stable and scalable solutions.
• Support application modernization, cloud transformation, and digital initiatives aligned with business objectives.
• Ensure compliance with organizational policies, audit requirements, security standards, and regulatory controls.
• Prepare and present operational reviews, service performance reports, risk assessments, and improvement roadmaps to senior leadership.
• Foster a culture of innovation, accountability, customer focus, continuous learning, and operational excellence across the support organization.

• Bachelor’s degree in Computer Science or equivalent experience.

• Discretionary annual incentive.
• Comprehensive medical coverage (medical, dental, vision, disability, pet insurance).
• Family support: maternal and parental leaves.
• Insurance options: auto, home, identity theft protection.
• Convenience & professional growth: commuter benefits, certification, and training reimbursement.
• Time off: vacation, sick leave, and holidays.
• Legal & financial assistance: legal assistance, 401(k) plan, performance bonus, college fund, student loan refinancing.

Job