The Manager, Application Support is responsible for leading a team of engineers in the maintenance, enhancement, and operational support of the organization’s Fraud Manager application and associated DevOps practices. This role emphasizes hands-on technical leadership, effective incident management, and continuous service improvement within a cloud-based environment.

The Manager will oversee the performance, availability, and scalability of application infrastructure, working collaboratively across development, operations, and security teams. A strong background in cloud technologies, automation, and support best practices is essential for success in this role.

Essential Duties

Team & Technical Leadership:

• Leads a team of Application Support and DevOps engineers, providing guidance, mentoring, and day-to-day direction.
• Fosters a collaborative and accountable team environment focused on performance and professional growth.
• Supports technical delivery by participating in solution design and implementation.
  
  

Application & Infrastructure Management

• Oversee the deployment, maintenance, and performance of the Fraud Manager application across cloud environments such as Azure, AWS, or GCP.
• Ensures application reliability through proactive monitoring, capacity planning, and system optimization.
• Manages patching, configuration changes, and routine maintenance activities.
  
  

Incident & Problem Management

• Coordinates responses to application and infrastructure incidents, ensuring minimal service disruption.
• Conducts root cause analysis and implements corrective actions to prevent recurrence.
• Implements monitoring and alerting tools to improve response times and system visibility.
  
  

Automation & Process Improvement

• Identifies opportunities to automate deployment, configuration, and maintenance activities using Infrastructure as Code (IaC) and scripting.
• Maintains and enhances CI/CD pipelines to support efficient delivery workflows.
• Recommends tools and practices to streamline support and operational processes.
  
  

Collaboration & Communication

• Collaborates with application development, security, and infrastructure teams to resolve issues and support ongoing improvements.
• Communicates technical challenges, incidents, and improvement initiatives to stakeholders.
• Engages with vendors and third-party service providers as needed.
  
  

Compliance & Security

• Supports adherence to organizational policies and regulatory requirements.
• Works with security teams to ensure infrastructure and applications meet compliance standards and follow secure practices.
  
  

Desired Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT, with at least 2–3 years focused on cloud-based application support or DevOps.
• Prior experience in a team leadership or technical mentorship role is preferred.
  
  

Technical Skills

• Proficiency in cloud platforms such as Azure, AWS, or GCP.
• Experience with Infrastructure as Code tools (e.g., Terraform, CloudFormation).
• Familiarity with CI/CD pipelines and scripting languages (e.g., Python, PowerShell, Bash).
• Strong understanding of monitoring tools (e.g., Grafana, Prometheus, Elastic Stack).
• Proficient in troubleshooting and root cause analysis in high-throughput environments.
• Comfortable in both Windows and Linux/Unix environments.
• Experience with SQL and NoSQL databases, including performance tuning.
• Leadership & Soft Skills:
• Direct team leadership and people management skills.
• Strong problem-solving and decision-making abilities.
• Excellent verbal and written communication skills.
• Ability to manage priorities in a dynamic, fast-paced environment.
• A mindset focused on continuous improvement and service excellence.
• Ability to thrive in a fast-paced, dynamic environment.
  
  

Desired Behaviors

• Change Facilitation: Encourages and supports continuous improvement of work practices and processes. Facilitates change by actively seeking opportunities for innovation and sharing ideas with the team.
• Execution Focus: Drives execution by effectively cascading departmental goals into individual goals. Sets high performance standards, communicates clear expectations, resolves problems, provides task clarity, and establishes boundaries.
• Team Management: Holds the team accountable for their performance, utilizing open and honest communication. Takes corrective actions when necessary to ensure compliance and fair treatment. Recognizes and rewards team members for their contributions.
• Motivational Leadership: Keeps the team focused and motivated by facilitating timely decision-making, knowing when to escalate issues, providing regular feedback, and maintaining open lines of communication.
• Technical Proficiency: Possesses a strong understanding of their own role and responsibilities and is familiar with the roles and tasks of team members. Demonstrates technical competence and provides guidance when needed.
• Team Development: Recognizes and understands team members' development needs and aspirations. Assigns tasks and responsibilities that align with their growth and provides coaching and support to help them reach their full potential.
• Effective Communication: Over-communicates by hosting regular team communication such as one-on-one meetings and team meetings. Ensures important and relevant information is cascaded to the team in a timely manner.
• Employee Involvement: Encourages employees to participate in decision-making processes, valuing their ideas and proposed solutions. Creates a culture of open dialogue and collaboration.
• Collaborative Management: Fosters teamwork and empowers employees to deliver their best work. Delegates responsibilities appropriately and trusts team members to take ownership of their tasks.
• Ethical Conduct and Competence: Displays ethical character and competence, earning the trust of others by acting with integrity and intention. Upholds the company's values and principles in all actions.
• Role Modelling: Sets a positive example by demonstrating high levels of commitment and energy. Acts as a role model for the organization's core values and maintains high standards of behavior. Influences others positively and contributes to a positive work culture at Outseer.