What are the responsibilities and job description for the Application and Operations Support Manager position at MetaSense, Inc.?
Job Title: Application and Operations Support Manager
Location: Montvale, NJ (Hybrid – 3 days/week onsite)
Employment Type: 12 months Contract
Environment: Azure / .NET / SQL Server / Global Application Support
Overview
We seek an experienced Application Support and Operations Manager to oversee the global support operations for a key global application with more than 80,000 users. This individual will serve as the right hand to the Application Support Director, taking ownership of daily operations.
The role involves managing a team of approximately eight Application Support Analysts (onshore and offshore) responsible for maintaining uptime, ticket response, and issue resolution across six large Azure-based production environments used by the company’s global teams.
Responsibilities:
- Lead day-to-day operations of the Application Support and Operations team, ensuring timely and accurate ticket triage, troubleshooting, and resolution.
- Collaborate with a team of other Support Analysts (both onshore and offshore).
- Act as the escalation point for complex incidents, performing hands-on troubleshooting and root cause analysis as needed.
- Collaborate closely with Microsoft other vendors and internal engineering teams on Azure performance, environment stability, and release management.
- Review and analyze logs, daily performance reports, and service metrics to ensure consistent application uptime and SLA adherence.
- Maintain strong communication and coordination across business, technical, and vendor teams.
- Implement best practices for incident, problem, and change management (ITIL).
- Drive continuous improvement across the support function — adoption of AI Agents, process automation, proactive monitoring, documentation, and knowledge sharing.
- Report KPIs, trends, and operational insights to leadership.
Qualifications:
- At least 6 years of experience in Application Support, Production Operations, or Technical Service Management, including 3 years in a leadership or management capacity.
- Bachelor’s degree in Computer Science, Information Systems, or related discipline is preferred
- Strong understanding of Microsoft Azure architecture, monitoring, and operational tools.
- Technical proficiency in .NET / C#, SQL Server, and IIS/WCF/Windows-based application environments.
- Hands-on ability to review logs, write SQL queries, and interpret system performance data.
- Prior experience managing offshore support teams and coordinating global operations.
- Excellent written and verbal communication skills; ability to interface effectively with vendors, engineers, and business stakeholders.
- Knowledge of ServiceNow, Application Insights, and ITIL-based processes.
- Experience with applying AI to application support/ticketing systems and processes is a big plus, as the customer is introducing several different AI Agents to assist with ticket triage and processing.