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# Manager, Application Support

- **Company:** Crown Castle International Corp.
- **Location:** Houston, TX, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Business Software, Business Systems, Software as a Service, Cloud Computing, Cloud Engineering, Computer Programming, Distributed Systems, Monitoring of Systems, Information Technology Operations, JSON, Python (Programming Language), Windows PowerShell, Reliability Engineering, Software Engineering, Systems Integration, Workflow Management Systems, Datadog, Enterprise Software Applications, Grafana, Containerization, Kubernetes, Information Technology, Splunk, Serverless Computing, Servicenow
- **Published:** September 12, 2026
- **Apply:** https://www.jofdav.com/jobs/59677975-manager-application-support

## About the Role

* Bachelor's degree or equivalent experience in Computer Science, Engineering, or related field
 * Master's degree preferred
 * Cloud, ITSM, application support, or service management certification preferred, * Experience supporting business and enterprise applications such as ERP platforms, real estate management systems, ITSM platforms, workflow applications, or other mission-critical SaaS and on-premises business systems
 * 7+ years of experience in application support, IT operations, software engineering, or site reliability engineering, with a focus on supporting critical business applications and improving operational reliability
 * 5+ years of experience leading technical or application support teams, with a proven track record of improving application reliability, service delivery, stakeholder engagement, and operational performance

 * 3+ years of experience in a cloud environment, preferably AWS
 * Experience with industry standard tools such as Splunk, DataDog, Grafana, Pager Duty, Dynamics etc.
 * Extensive experience with scripting and programming languages such as Python, PowerShell, and JSON

 * Hands-on experience improving support processes through automation, orchestration, integrations, monitoring, workflow design, or cloud-native services

 * Experienced with containerization technologies and orchestration frameworks such as Kubernetes, EKS, and Faregate
 * Experienced broad subject matter expertise across large scale distributed systems, container and container orchestration, monitoring and observability tooling, and the software development lifecycle
 * Excellent technical problem-solving skills and the ability to quickly learn new technologies and tools
 * Ability to work in a fast-paced, dynamic environment and manage multiple priorities

 * Demonstrated ability to understand complex, multi-project environments and diagnose risks and issues
 * Project planning and organization skills, including the ability to identify and build project plans and goals that align with organizational objectives

Expectations

 * Effectively influence and interact with leaders across the organization

 * Encourages team to develop solutions that solve strategic problems related to the teams work and place in the value chain
 * Coach others on how to present themselves and their ideas in a manner that builds credibility and respect
 * Supervises, coordinates, provides leadership to and reviews the work of professional employees to accomplish operational plans and results
 * Maintains an awareness of changing organizational conditions and their impact to the strategic objectives, using knowledge to adapt and evolve their approach.
 * Builds belonging within the team by helping others and encouraging immediate teammates to work collaboratively

 * Take primary responsibility for relationships with product & business stakeholders within and across teams to better plan for and prioritize work

Organizational Relationship

Reports to: Director Platform & Cloud Engineering

Title(s) of direct reports (if applicable): 4-5 software engineers and MSP vendor resources

## Description

As the Manager, Application Support, you will lead the team responsible for supporting Crown Castle's business and enterprise applications, including ERP, real estate management platforms such as Sitetracker, ServiceNow, and other critical systems and integrations between systems. This role is accountable for improving application reliability, strengthening support operations, and partnering with business and IT stakeholders to ensure these platforms enable efficient, stable, and scalable business processes., You will lead a team focused on delivering reliable application support services to Crown Castle's business and IT users. You will manage the end-to-end Application Support function, including managed service providers that deliver specialized application support. You will establish operational metrics and reporting to measure performance, identify continuous improvement opportunities, and deliver actionable insights that improve business outcomes through automation, process discipline, and service reliability.

 * Lead the day-to-day direction and execution of the team responsible for production support of Crown Castle's enterprise and business applications, ensuring application reliability, timely incident response, effective issue resolution, and stable service delivery across the enterprise
 * Define and lead the application support service strategy, operating model, and reliability practices for critical business and enterprise applications

 * Ensure the quality and reliability of the infrastructure and application stack through defining rigorous testing practices, and use of observability tools

 * Drive implementation of AIOps solutions that enable the organization to quickly identify, address, and resolve production incidents
 * Use and enhance incident, problem, and change management processes for Crown Castle's tier 1 and tier 2 applications, ensuring issues are prioritized, communicated, resolved, and prevented from recurring
 * Guide daily application support delivery activities, including intake prioritization, backlog management, service request trends, incident review, and coordination of planned work with business and IT stakeholders

 * Be an automation advocate - remove operational load with software
 * Build a framework for implementation of automation and orchestration for manual processes required to operate services

 * Partner with leaders to define, monitor, and improve SLAs, KPIs, SLOs, SLIs, and service quality metrics for production and non-production business applications, including on-premises, cloud, and SaaS platforms
 * Create effective partnerships with managed service providers, software vendors, and third-party partners to improve application support, service quality, issue resolution, and IT service transformation

 * Mentor and develop teammates to help them grow their technical and leadership skills
 * Identify core problems or opportunities within business processes. Understands the root cause and impacts for the project and other teams, Pursuant to the Los Angeles County and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.


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