Manager, IT Support (TDI L3 Support Team)

IT Manager

Manages or leads a team of IT professionals in providing a range of application support and services ensuring enterprise operating standards are met and business objectives are achieved.

Key responsibilities include overseeing detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value-added, and controlled remediation plans, including hands-on analysis of Java thread and heap dumps, and log diagnostics. Manage the operations/support/management of products/systems/applications/services for a range of clients to support them in meeting business objectives/goals, with a focus on distributed applications and customer-facing front-end platforms. Lead teams supporting high-availability, front-end customer-facing applications, ensuring performance, scalability, and reliability. Utilize observability and monitoring tools such as Datadog, Dynatrace, and Splunk to proactively identify and resolve system issues. Manage key relationships with both delivery teams and partners and hold regular service delivery reviews that promote continuous service improvement. Drive and manage a highly effective controls environment (including processes), covering change management, production implementation, compliance and audit controls, and business continuity (both application and resources). Work with clients to prepare comprehensive IT solutions that meet/exceed client objectives for new and existing systems/applications. Partner with delivery teams to schedule test cycles and deployments in a timely manner. Ensure scheduled changes take place with proper testing, monitoring, and implementation and with little or no adverse impact to the business. Work with technology partners to ensure that environment modifications interact appropriately, data conversion impacts are considered, and other areas of impact are addressed and meet performance requirements. Understand baseline support costs (people, infrastructure, application) and work to drive down the cost of the supported services. Oversee the integration of all systems, projects, and technical interfaces to ensure a high level of service and support to the client and efficient system operation. Lead efforts to test, debug, and performance-analyze and document environment components, including direct involvement in troubleshooting and root cause analysis.

Experience and education requirements include an undergraduate degree or technical certificate. A graduate degree is preferred. Seven or more years of relevant experience, including hands-on experience with Java thread and heap dump analysis, proficiency in log analysis and troubleshooting, practical use of observability tools such as Datadog, Dynatrace, and Splunk, and experience working with distributed systems and leading teams responsible for front-end, customer-facing applications.