IT Maintenance Manager

Responsibilities

• Manage a team responsible for the maintenance and support of business applications in the I&O organization
• Develop and implement application maintenance processes and procedures, including software upgrades, patches, and bug fixes
• Plan and execute effective, proactive maintenance activities, including corrective, preventive, adaptive, and perfective maintenance
• Plan and perform batch processes
• Manage the retirement and consolidation of applications
• Provide maintenance and management support for middleware applications
• Collaborate with other teams to support the implementation of new applications and services requiring maintenance services
• Develop and maintain standard operating procedures (SOPs) for the application maintenance team
• Develop and maintain documentation, including technical guidelines and performance metrics, to ensure consistency and accuracy in the management of applications

• Bachelor's or Master’s degree in Computer Science, Information Technology, or a related field
• 7+ years of experience in IT application support and maintenance, with at least 3 years in a management or leadership role
• Strong experience with application lifecycle management (ALM) methodologies and tools
• Proven experience in managing application maintenance and support services for a large and complex IT organization
• Experience with both custom-developed and packaged applications
• Familiarity with project management methodologies, such as Agile and Waterfall
• Strong knowledge of various programming languages and technologies, such as Java, .NET, SQL, and Oracle
• Ability to stay current with industry trends, technologies, and best practices related to Application Maintenance
• Demonstrated experience in managing and leading teams, including coaching and mentoring team members
• Familiar with ITIL or other IT service management frameworks
• Excellent communication and collaboration skills
• Strong problem-solving and analytical skills with the ability to drive and implement process improvements
• Experience using Service Now ITSM tools for IT Operations reporting
• Manage and govern third-party managed service providers (MSPs) delivering application maintenance services
• Monitor and enforce SLAs, KPIs, and contractual obligations
• Lead service reviews, performance evaluations, and continuous improvement initiatives with vendors
• Support transition activities for onboarding/offboarding applications to MSP providers
• Ensure alignment between internal teams and MSP delivery models