Role description

L3 Application Support / Application Health Manager - Hybrid

Associate III - Production Support

We are looking for an experienced L3 Application Support / Application Health Manager to join our technology team and take ownership of the technical health, support, and continuous improvement of business-critical applications.

The opportunity:
• Application Support & Incident Management
• Act as the L3 technical escalation point for complex application incidents that cannot be resolved by L1 or L2 support.
• Investigate complex incidents and identify root causes using technical knowledge, application information, and available support resources.
• Participate in critical incidents from the beginning during business hours and help coordinate the fastest possible service restoration.
• Work closely with support teams, application owners, technical teams, and business stakeholders to resolve production issues.
• Provide technical guidance during major incidents and ensure appropriate escalation when additional expertise is required.
• Review incident trends and recurring failures to identify opportunities for improvement.
• Ensure proper incident documentation, including technical analysis, actions taken, and resolution details.
• Problem Management
• Manage application problems involving multiple technical and business stakeholders.
• Coordinate the creation and assignment of tasks required to resolve identified problems.
• Follow up on action items and remove blockers proactively.
• Ensure problems are properly documented and resolved within the expected timelines.
• Drive root-cause analysis and recommend corrective and preventive actions.
• Application Health & Continuous Improvement
• Monitor and communicate the overall health of assigned applications.
• Analyze incident trends, recurring failures, performance issues, and operational data.
• Identify opportunities to improve application reliability, performance, support processes, and operational efficiency.
• Recommend improvements to application processes, architecture, and technical solutions.
• Support proactive monitoring initiatives to identify potential problems before they impact users.
• Promote continuous improvement and best practices across application support operations. Release & Project Support * Maintain visibility of upcoming production releases and application initiatives.
• Coordinate and follow up on knowledge transfers, releases, pilots, hypercare activities, and production stabilization.
• Ensure appropriate support documentation is available before new applications or changes are introduced into production.
• Ensure support teams have the necessary knowledge, access, escalation paths, and documentation to support applications effectively.
• Participate in project and release planning from an operational support perspective.
• Technical & Functional Knowledge
• Develop a strong understanding of the application's technical stack, architecture, components, and integrations.
• Maintain detailed knowledge of application workflows and business processes.
• Act as a technical point of contact for application support teams and product stakeholders.
• Identify opportunities for improvements in application processes, coding practices, architecture, and operational procedures.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:
• 4+ years of experience in
• Application Support, Production Support, Application Management, or a similar technical role
• Experience working with L2/L3 application support environments
• Strong experience troubleshooting complex application issues.
• Experience with
• incident and problem management
• Experience performing or coordinating
• root-cause analysis
• Understanding of application architecture, integrations, and technical dependencies.
• Experience working with multiple technical teams and stakeholders.
• Strong ability to analyze incidents, trends, and recurring failures.
• Experience supporting production environments and critical business applications.
• Strong technical documentation and communication skills.
• Ability to work independently and take ownership of complex issues.
• Preferred Qualifications
• Experience in enterprise-scale application environments.
• Experience working with IT Service Management processes.
• Experience with monitoring and Application Performance Management (APM) tools.
• Experience working with ServiceNow or similar ITSM platforms.
• Experience coordinating technical teams and external vendors.
• Knowledge of software development and application architecture.
• Experience supporting high-volume or business-critical applications.
• Experience with production releases, hypercare, and application stabilization.
• Familiarity with Agile methodologies.

Benefits

Employees receive eleven (11) paid holidays, two (2) weeks of paid vacation per year, and are eligible for health, dental, disability and life insurance.