Application Support Manager at IntelliDyne

<p style="text-align: center;"><strong>Application Support Manager</strong>&nbsp;</p> <p><strong>Location:</strong>&nbsp;Washington, DC (Onsite minimum 3 days a week)&nbsp;</p> <p><strong>Classification:</strong> Exempt&nbsp;</p> <p><strong>Compensation:</strong> $120k - $132K</p> <p><strong>Overview:</strong>&nbsp;</p> <p>Our team is looking for an experienced&nbsp;ASM&nbsp;to design and implement cloud solutions, provide cloud migration strategies, and modernize mission critical systems. As the&nbsp;ASM, you will recommend tools and capabilities based on your research of the current environment and knowledge of various on premise, cloud based, and hybrid resources.&nbsp;</p> <p><strong>Responsibilities:</strong>&nbsp;</p> <p><strong>Team Leadership</strong>&nbsp;</p> <ul> <li>Manage, mentor, and develop a team of 20 application support specialists across multiple skill levels&nbsp;and disciplines&nbsp;</li> <li>Support the operational work in an ITSM, such as ServiceNow&nbsp;</li> <li>Develop operational reports that provide metrics on time to resolve closure rate&nbsp;</li> <li>Set performance goals, conduct reviews, and foster a culture of accountability and continuous improvement&nbsp;</li> <li>Handle resource planning, shift scheduling, and capacity management to ensure 24/7 coverage where&nbsp;required&nbsp;</li> <li>Recruit, onboard, and&nbsp;retain&nbsp;top talent&nbsp;</li> </ul> <p><strong>Operational Excellence</strong>&nbsp;</p> <ul> <li>Define and track KPIs: ticket volume, MTTR, first-call resolution, customer satisfaction&nbsp;</li> <li>Implement ITIL-aligned processes for incident, problem, and change management&nbsp;</li> <li>Maintain documentation, knowledge bases, and disaster recovery procedures&nbsp;</li> </ul> <p><strong>Application Portfolio Management</strong>&nbsp;</p> <ul> <li>Oversee support operations for 20 applications spanning multiple business functions&nbsp;</li> <li>Establish and&nbsp;maintain&nbsp;SLAs for incident response, resolution times, and system availability&nbsp;</li> <li>Own escalation processes and serve as the senior point of contact for critical incidents&nbsp;</li> <li>Drive root cause analysis and implement preventive measures to reduce recurring issues&nbsp;</li> </ul> <p><strong>Cloud Migration</strong>&nbsp;</p> <ul> <li>Partner with infrastructure, architecture, and development teams to plan and execute cloud migration initiatives&nbsp;</li> <li>Ensure support readiness for migrated applications—updated runbooks, monitoring, and team training&nbsp;</li> <li>Manage the transition of support processes from&nbsp;on-premise&nbsp;to cloud-native tooling&nbsp;</li> <li>Identify&nbsp;opportunities to improve performance, scalability, and cost-efficiency post-migration&nbsp;</li> <li>Design and develop solutions to business problems in alignment with the enterprise architecture direction and standards.&nbsp;</li> <li>Performing technical planning, architecture development and modification of specifications related to&nbsp;on-premise&nbsp;migrating into a&nbsp;Cloud-based&nbsp;technology.&nbsp;</li> <li>Developing specifications for new Cloud products/services, applications, and service offerings.&nbsp;</li> <li>Develop and report&nbsp;storage metrics and performance standards that measure application speed,&nbsp;throughput requirements, while&nbsp;monitoring&nbsp;storage capacity, and&nbsp;estimating storage&nbsp;&nbsp;</li> <li>Assessing the compatibility and integration of Cloud products/services to ensure an integrated architecture across interdependent technologies.&nbsp;</li> <li>Interpreting internal or external business issues and&nbsp;recommending&nbsp;best practices.&nbsp;</li> <li>Solving complex problems; taking a broad perspective to&nbsp;identify&nbsp;innovative solutions.&nbsp;</li> <li>Impacting&nbsp;the achievement of customer, operational, project or service&nbsp;objectives; work is guided by department&nbsp;objectives.&nbsp;</li> <li>Communicating complex concepts;&nbsp;anticipating&nbsp;potential objections and influencing others to adopt a different point of view.&nbsp;</li> </ul> <p><strong> Requirements:</strong>&nbsp;</p> <ul> <li>7+ years in application support, IT operations, or a related field, with 3+ years managing teams of 10+&nbsp;</li> <li>10+&nbsp;years’ experience in application system design and implementation.&nbsp;</li> <li>5+ years’ experience in IT architecture&nbsp;and&nbsp;cloud&nbsp;migration&nbsp;methodology.&nbsp;</li> <li>Experience with Zero Trust and authentication solutions&nbsp;</li> <li>Bachelor’s or advanced degree in related discipline.&nbsp;</li> <li>Active DoD&nbsp;Top Secret Clearance&nbsp;</li> <li>One or more of the following certifications: CCNP, CCNA, CISSP, AWS Solutions Architect, IAT Level II or higher.&nbsp;</li> <li>Proven experience supporting a diverse application portfolio in an enterprise environment&nbsp;</li> <li>Hands-on involvement in <strong>cloud migration projects</strong> (AWS, Azure, or GCP)&nbsp;</li> <li>Strong understanding of ITIL frameworks and service management best practices&nbsp;</li> <li>Experience with monitoring, ticketing, and ITSM tools (e.g., ServiceNow, Datadog, PagerDuty, Splunk)&nbsp;</li> <li>Excellent communication skills—able to translate technical issues for non-technical stakeholders&nbsp;</li> <li>Cloud certifications (AWS Solutions Architect, Azure Administrator, GCP Professional)&nbsp;</li> <li>Experience with containerization (Docker, Kubernetes) and CI/CD pipelines&nbsp;</li> <li>Background in DevOps or SRE practices&nbsp;</li> <li>Familiarity with scripting or automation (Python, PowerShell, Terraform)&nbsp;</li> </ul> <p>&nbsp;<strong>About Us</strong></p> <p>IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.</p> <p>For individuals with disabilities who would like to request an accommodation, please contact [email protected] or 703-575-9715.</p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p>