Application Support Manager

We are seeking a Boston-based Manager to lead a global application-support service across teams in Boston, Mexico, and India. This player-coach role combines service delivery, operational leadership, stakeholder communication, and continuous improvement. The ideal candidate has experience leading complex managed-support services and coordinating technical teams, client stakeholders, vendors, and other resolver groups. Key Responsibilities

• Serve as the primary operational contact for client stakeholders.
• Coordinate service delivery across Boston, Mexico, and India.
• Lead service reviews, governance meetings, escalations, and major-incident coordination.
• Monitor SLAs, KPIs, ticket trends, risks, dependencies, and corrective actions.
• Lead transition, knowledge-transfer, and operational-readiness activities.
• Coordinate priorities across Smart Ops Level 1 and domain-aligned Level 2 teams.
• Improve service processes, documentation, handoffs, and recurring-incident prevention.
• Guide staffing, capacity, coverage, and knowledge-continuity planning.
• Drive continuous improvement through monitoring, automation, shift-left, and AI-enabled support.
• Communicate service performance, risks, and recommendations to delivery and client leadership.

• 10+ years in application support, production operations, technology delivery, or managed services.
• Experience leading client-facing, globally distributed support teams.
• Strong knowledge of incident, problem, change, knowledge, and service-level management.
• Experience with major incidents, governance, performance reporting, and continuous improvement.
• Strong operational judgment, stakeholder management, and executive communication skills.
• Working knowledge of modern applications, data platforms, APIs, integrations, cloud services, and observability.

Nice to Have

• Asset-management or financial-services experience.
• Experience leading support consolidation or managed-service transitions.
• Familiarity with ServiceNow, ITIL, SRE, and 24x7 operations.
• Experience with AI-assisted support, automated runbooks, or self-healing capabilities.

Skills: Application Programming Interface (API), Artificial Intelligence (AI), Asset Management, Automation, Cloud Computing, Coaching, Communication Skills, Continuous Improvement, Corrective Action, Customer Relations, Customer Service Management, Customer Support/Service, Documentation, Financial Services, ITIL (IT Infrastructure Library), Knowledge Transfer, Leadership, Operational Support, Performance Analysis, Performance Metrics, Process Improvement, Production Support, Service Delivery, Service Level Agreement (SLA), ServiceNow, Software Administration, Technical Delivery, Technical Leadership, Technical Operations