Applications Portfolio Manager
ESSENTIAL FUNCTIONS AND RESPONSIBILITIESApplication Service Delivery Management- Manages day-to-day application support and operational activities for assigned applications.
- Ensures availability, reliability, performance, and operational effectiveness of supported applications.
- Monitors service levels, operational metrics, and support performance to ensure established service objectives are achieved.
- Coordinates incident management, service restoration, root cause analysis, and problem resolution activities.
- Oversees application support processes and operational activities to minimize service disruptions and maintain business continuity.
- Monitors application health and performance trends and escalates significant issues as appropriate.
Operational Excellence & Continuous Improvement- Supports initiatives to improve application stability, support processes, operational efficiency, and user experience.
- Identifies opportunities to reduce recurring incidents, defects, and operational risks.
- Ensures operational readiness for application releases, upgrades, and production deployments.
- Implements and supports monitoring, automation, and operational best practices.
- Maintains operational dashboards, metrics, and reporting to track service performance and improvement opportunities.
Vendor & Service Management- Provides oversight of assigned support resources, managed service providers, and vendor partners.
- Monitors service provider performance and ensures compliance with service commitments and operational expectations.
- Collaborates with vendors to address service issues, improve support quality, and resolve operational concerns.
- Supports resource planning and workload management activities for assigned applications.
Risk Management & Operational Governance- Identifies operational risks, dependencies, support gaps, and technical challenges impacting application services.
- Escalates significant incidents, service disruptions, capacity concerns, and operational risks to leadership.
- Participates in operational reviews, service governance meetings, and risk mitigation activities.
- Supports business continuity, disaster recovery, compliance, and operational resilience requirements.
Business Partnership & Collaboration- Partners with business stakeholders, product teams, engineering teams, infrastructure teams, and other technology groups to support operational priorities.
- Communicates application support performance, service issues, and improvement activities to stakeholders.
- Participates in portfolio reviews and operational planning discussions.
- Supports technology initiatives, enhancement efforts, and business transformation programs impacting assigned applications.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES- Performs other duties as assigned.
- Travel as required.
QUALIFICATIONSEducation & LicensingBachelor's degree from an accredited college or university in Computer Science, Information Technology, Information Systems, Business Administration, or a related field required.
ITIL, Agile, SAFe, DevOps, Cloud, Service Management, or related certifications preferred.
ExperienceFive (5+) years of progressively responsible information technology experience required, including application support, service delivery, application management, or technology operations.
Skills & Knowledge- Knowledge of enterprise applications and application support operations.
- Understanding of ITIL processes including Incident, Problem, Change, Release, and Service Request Management.
- Experience managing support teams, service providers, and operational activities.
- Knowledge of service level management, performance metrics, and operational reporting.
- Experience supporting continuous improvement and application stability initiatives.
- Familiarity with monitoring tools, automation solutions, and production support best practices.
- Ability to identify and address operational risks, dependencies, and support challenges.
- Strong analytical, troubleshooting, and problem-solving skills.
- Strong organizational and prioritization skills.
- Effective verbal and written communication skills.
- Ability to build collaborative relationships with business, technology, and vendor stakeholders.
- Strong leadership, coaching, and team development capabilities.
WORK ENVIRONMENTWhen applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking
