Senior Manager, IT Applications Support

Role Summary

The Senior Manager, IT Application Support will lead global support for the organization’s enterprise and critical business applications, ensuring availability, performance, compliance, and user satisfaction across manufacturing, quality, R&D, supply chain, commercial, and corporate functions. This role manages a distributed team and strategic partners to deliver secure, compliant 24x6 support, requiring strong expertise in application operations, ITIL, vendor management, and regulated industry standards with cross-functional collaboration.

Responsibilities

• Lead Level 2 and 3 support teams across the US, India, and Ireland.
• Ensure 24x7 coverage for critical applications with effective on-call and escalation protocols.
• Oversee incident, problem, and change management in alignment with ITIL standards.
• Maintain operational health, upgrades, patches, and performance of global applications, including ERP (JDE, SAP Business Objects), Quality (Caliber QMS, LIMS), Supply Chain (Coupa P2P, Manhattan WMS, Liaison EDI), and Commercial (Veeva CRM, corporate and marketing websites).
• Standardize support processes, runbooks, and documentation for global consistency.
• Drive root cause analysis and implement preventive actions.
• Promote automation, monitoring, and self-service to reduce manual effort and improve resolution speed.
• Act as the primary escalation point for application performance and support concerns.
• Conduct regular service reviews with business units to assess satisfaction, gather feedback, and align on priorities;
• Work closely with IT business partners to understand evolving needs and integrate them into support strategies.
• Ensure application support activities comply with SOX, FDA, GxP, and ITGC requirements.
• Maintain auditable change controls, incident records, and access management processes.
• Support internal and external audits with timely and accurate evidence.

Qualifications

• Bachelors Degree (BA/BS) Engineering - Preferred
• 10+ years managing enterprise application support in a global environment
• 8+ years leading distributed teams and overseeing vendor-managed services
• Strong knowledge of ITIL processes (Incident, Problem, Change, Release) – Expert
• Experience in regulated industries (pharmaceutical, biotech, or similar) with compliance frameworks like FDA, SOX, and GxP – Advanced
• ITIL v4 certification
• Familiarity with DevOps practices and agile methodologies
• Background in ERP, quality systems, and integration platforms

Skills

• Operational excellence in application support and service delivery
• Vendors management and cross-functional collaboration
• Strong problem-solving, root cause analysis, and preventive action implementation
• Automation, monitoring, and self-service initiatives
• Excellent communication and stakeholder engagement

Education

• Bachelors Degree (BA/BS) Engineering - Preferred