What are the responsibilities and job description for the Application Production Support Manager position at IT America?
Position: Application Production Support Manager
Location: Los Angeles, CA (Onsite - Local candidates preferred)
Duration: Long term contract
Job Responsibilities:
- Ensure SLA compliance and maintain high availability of business-critical applications/systems
- Take ownership of application downtime incidents and act as the primary escalation point during outages
- Leverage a strong development background to understand application behavior, logs, and issue diagnosis
- Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles
- Manage major incidents with clear, timely stakeholder communication
- Oversee end-to-end application support lifecycle (incident, problem, change coordination)
- Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring
- Perform issue triage with leads/technical teams to identify root causes and drive resolution
- Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management
- Plan and execute preventive & corrective maintenance
- Track and improve incident trends, recurring issues, and service performance
- Develop MIS/operational reports and dashboards (Excel)
- Drive service reviews and continuous improvement initiatives
- Maintain documentation, SOPs, and service logs
- Demonstrate strong stakeholder management across business and IT teams
- Mentor team on incident handling, RCA quality, and support best practices
Required Skills & Qualifications:
- 10 years of experience in Application/Production Support or IT Operations
- Strong experience in incident management, problem management, and change management
- Hands-on experience with ServiceNow (or similar ITSM tools) for ticketing and SLA tracking
- Solid understanding of L2/L3 support models and escalation handling
- Experience with log analysis, debugging, and root cause analysis (RCA)
- Background in software development (Java, .NET, Python, or similar) is highly preferred
- Good understanding of databases (SQL/NoSQL) and ability to write/debug queries
- Familiarity with monitoring tools (Splunk, Dynatrace, AppDynamics, etc.)
- Experience working in high-availability / 24x7 production environments
- Knowledge of cloud platforms (AWS, Azure, or Google Cloud Platform) is a plus
- Strong understanding of SDLC, release management, and deployment cycles
- Experience coordinating with cross-functional teams (infra, Dev, QA, vendors)
- Excellent communication and stakeholder management skills
- Strong analytical and problem-solving abilities
- Experience in creating reports, dashboards, and service metrics (Excel or BI tools)
- ITIL certification (preferred)