Enterprise Application Support Manager

Responsibilities:

• Oversee 24x7 monitoring and support of enterprise applications, infrastructure, and integrations, utilizing tools such as ServiceNow, Splunk, Datadog, Nagios.
• Lead the team in responding to, escalating, and resolving incidents, with a focus on reducing mean time to resolution (MTTR) and improving service reliability.
• Drive automation initiatives, including self-healing alerts and process improvements, to minimize manual intervention and eliminate alert noise.
• Develop, maintain, and continuously improve standard operating procedures (SOPs) and knowledge base articles to ensure consistent, high-quality support.
• Coordinate major incident management, including opening bridge calls, creating outage tickets, and ensuring timely, effective communication with stakeholders.
• Collaborate with Site Reliability Engineering (SRE), Product, and Engineering teams to address monitoring, integration, and support challenges.
• Analyze support trends, identify opportunities for proactive monitoring, and implement solutions to prevent recurring issues.
• Provide regular reporting on service performance, incident trends, and automation outcomes to management.
• Mentor and develop support staff, fostering a culture of accountability, continuous learning, and operational excellence.
• Participate in resource planning, hiring, and onboarding for the support team.
• Ensure compliance with security, audit, and operational standards.

Required Skills

• Proven experience leading enterprise support or NOC teams in a large-scale, diverse environment.
• Strong technical knowledge of monitoring, alerting, and automation tools (e.g., ServiceNow, Splunk, Datadog, Nagios,).
• Demonstrated ability to drive process improvement and automation initiatives.
• Expertise in incident management, escalation procedures, and major incident response
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage competing priorities and deliver results under pressure.
• Experience developing and maintaining SOPs and knowledge base documentation.
• Bachelor's degree in a relevant field or 5+ years of related experience.
• Preferred Skills
• Mastery of ITIL principles and best practices.
• Experience with cross-functional collaboration (SRE, Product, Engineering).
• Track record of successful automation and self-healing initiatives in support environments.
• Exceptional customer-facing and stakeholder management skills.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.

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Benefits

For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers.

Compensation