DevOps Application Support Manager

 Demonstrates a strong understanding of how application support contributes to the overall technology function and organizational objectives.
• Assist with vendor relationship management, including coordination with offshore managed services.
• Support efforts to improve service levels for end users by enhancing operational efficiencies and strengthening incident management, problem management, and knowledge‑sharing practices.
• Partner with development teams to guide improvements in application stability and supportability.
• Contribute to frameworks for managing capacity, throughput, and latency.
• Assist in defining and implementing application onboarding guidelines and standards.
• Support team members by fostering a collaborative environment and encouraging skill development.
• Participate in cost‑reduction efforts through Root Cause Analysis reviews, knowledge management, performance tuning, and user training.
• Participate in business review meetings to help align technology tools and strategies with business requirements.
• Ensure adherence to support processes and tool standards, and assist in enhancing processes to promote consistency and quality across the support program.
• Perform other duties and functions as assigned.
• Support platform leadership in defining the platform roadmap and partnering with engineering teams and business stakeholders.
• Assist in executing resilience activities such as wargaming scenarios, chaos engineering tests, and disaster recovery drills.
• Contribute to automation initiatives aimed at reducing manual toil and improving platform efficiency.
• Support the enterprise‑wide observability strategy, including monitoring, logging, tracing, and alerting.
• Maintain hands‑on familiarity with platform architecture and services as needed for operational support.
• Assist in overseeing the operational health of production platforms (including OpenShift, ECS, CI/CD), ensuring SLAs are supported and incident processes are followed.
• Help implement and operate effective monitoring and observability strategies to support proactive issue detection and system health assessments.