Manager, Applications Support

Responsibilities

• Leadership & Strategy
• Lead, mentor, and develop a high-performing application support team, including managers, analysts, and engineers
• Define and execute the application support strategy aligned with organizational and IT goals
• Establish KPIs, SLAs, and operational metrics to measure team performance and service effectiveness
• Drive a culture of accountability, continuous improvement, and customer-centric service
• Service Delivery & Operations
• Oversee day-to-day support operations for enterprise applications, ensuring high availability and performance
• Manage incident, problem, and change processes in alignment with IT service management best practices (e.g., ITIL)
• Ensure timely resolution of production issues, including escalation management and root cause analysis
• Implement proactive monitoring and alerting to minimize downtime and business disruption
• Stakeholder Management
• Serve as the primary escalation point for critical application issues
• Partner with business leaders, product teams, and IT functions to prioritize support needs and enhancements
• Communicate effectively with executive stakeholders on system performance, risks, and improvements
• Continuous Improvement
• Identify trends in incidents and drive long-term solutions to reduce recurring issues
• Lead automation initiatives to improve efficiency and reduce manual support effort
• Evaluate and implement tools and technologies to enhance support capabilities
• Governance & Compliance
• Ensure adherence to security, compliance, and regulatory requirements
• Maintain documentation for processes, systems, and support procedures
• Manage vendor relationships and third-party support providers as needed
• Minimum Requirements:
• Bachelor's degree in information technology, computer science, or related field and 8 years of IT experience, with at least 2 years in a leadership role with applications support or production support or demonstrated equivalency of experience and education.
• Proven experience managing enterprise applications in a complex environment
• Excellent communication skills, with professional English proficiency (B2), both written and verbal.
• Technical & Functional Skills
• Strong understanding of application architectures, integrations, and enterprise systems
• Experience with IT service management frameworks (e.g., ITIL)
• Familiarity with monitoring tools, ticketing systems (e.g., ServiceNow), and incident management platforms
• Knowledge of cloud platforms (e.g., AWS, Azure) and modern application environments is preferred
• Proficient in Power Apps
• Leadership & Soft Skills
• Strong leadership, coaching, and team development capabilities
• Excellent problem-solving and decision-making skills under pressure
• Strong communication and stakeholder management skills
• Ability to balance strategic thinking with hands-on operational execution
• Key Performance Indicators (KPIs)
• Application uptime and availability
• Mean time to resolution (MTTR)
• Incident volume and recurrence rates
• SLA compliance
• Customer/user satisfaction scores
• Team engagement and retention
• Preferred Requirements:
• ITIL certification (v3 or v4)
• Experience with DevOps or SRE practices
• Exposure to Agile environments
• Experience leading global or distributed teams
• Work Environment
• Fast-paced, highly collaborative environment
• May require on-call leadership support for critical incidents
• Proven experience managing enterprise applications in a complex environment
• undefined
• About AECOM
• AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical a

Benefits

Additional Information

AECOM is seeking an experienced Manager, Application Support to lead the strategy, performance, and continuous improvement of enterprise application support services. This role ensures the stability, availability, and performance of business-critical applications while driving operational excellence, service delivery maturity, and strong alignment with business objectives. This leader oversees support teams, manages incident and problem resolution processes, and partners with IT, product, and business stakeholders to enhance application reliability and user experience. This position will be based in Bogota, Colombia.

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