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Application Support Manager-FTL in Fort Lauderdale, FL at SNI Technology

Date Posted: 10/29/2020

Job Snapshot

Job Description

The Application Support Manager is a member of the software services team, working closely with every department to ensure positive results with our software and related systems. This position works as a liaison between service desk, development team, customers/operations to troubleshoot, investigate and resolve complex technical issues in the most efficient way possible.


  • Lead/prioritize the application support team's tasks and activities as well as the effective management of ticket closures.
  • Provide technical guidance to the application support team through coaching and mentoring including the provision of daily hands-on operations support if deemed necessary.
  • Create and maintain updates to the documentation of application support standard operating procedure and processes including the support control framework and sharing it with internal teams and other relevant parties
  • Drive the coordination and promoting the effective functioning of problem and incident management activities within software services support teams through the daily command center calls.
  • Own and manage the incident management process and drive escalation as necessary for the timely resolution of issues.
  • Contribute to the planning and the preparation for the deployment of application feature/maintenance releases and configuration changes
  • Design/maintain appropriate metrics for reporting on key performance and quality indicators, particularly in-depth trend analysis. Monitor application performance/validations/SQA testing
  • Provide inputs to administering and maintaining all production and internal environments
  • Provide inputs to the implementation, backup and roll-back plan for feature and maintenance releases.
  • Lead adherence to appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
  • Design, prepare and conduct training relating to problem management and incident management and the appropriate usage of the support management service.


  • Bachelor's degree in computer science or information technology or 3-5 years working experience.
  • 3-5+ years of IT experience
  • 1-3+ years of management/supervisory experience (Team will be of 6)
  • In depth understanding of Software Development Life Cycle (SDLC).
  • 3+ years' experience in application support.
  • 1+ years' experience on Microsoft SQL Server (preferably 2008 and up), TSQL, SSIS
  • Proven ability to provide daily, weekly, monthly reports using Excel.
  • Excellent analytical, troubleshooting and problem solving skills.
  • In depth understanding of the concept of relational database design and database programming.
  • Excellent written and verbal communication skills.
  • Ability to work independently with minimal supervision.
  • Excellent analytical, customer service, troubleshooting and problem solving skills.