Enterprise Application Support Manager chez Echo

The Enterprise Application Support Manager is responsible for ensuring the stability, performance, and continuous improvement of enterprise applications and related support services. This role requires a blend of technical expertise, operational leadership, and a passion for service excellence. The manager will lead efforts to optimize incident response, drive automation, and foster a culture of proactive support and knowledge sharing across teams. Building strong relationships with end-users, stakeholders, and technical teams is essential to deliver reliable, customer-focused solutions.

Responsibilities:

• Oversee 24x7 monitoring and support of enterprise applications, infrastructure, and integrations, utilizing tools such as ServiceNow, Splunk, Datadog, Nagios.

• Lead the team in responding to, escalating, and resolving incidents, with a focus on reducing mean time to resolution (MTTR) and improving service reliability.

• Drive automation initiatives, including self-healing alerts and process improvements, to minimize manual intervention and eliminate alert noise.

• Develop, maintain, and continuously improve standard operating procedures (SOPs) and knowledge base articles to ensure consistent, high-quality support.

• Coordinate major incident management, including opening bridge calls, creating outage tickets, and ensuring timely, effective communication with stakeholders.

• Collaborate with Site Reliability Engineering (SRE), Product, and Engineering teams to address monitoring, integration, and support challenges.

• Analyze support trends, identify opportunities for proactive monitoring, and implement solutions to prevent recurring issues.

• Provide regular reporting on service performance, incident trends, and automation outcomes to management.

• Mentor and develop support staff, fostering a culture of accountability, continuous learning, and operational excellence.

• Participate in resource planning, hiring, and onboarding for the support team.

• Ensure compliance with security, audit, and operational standards.

Required Skills

• Proven experience leading enterprise support or NOC teams in a large-scale, diverse environment.

• Strong technical knowledge of monitoring, alerting, and automation tools (e.g., ServiceNow, Splunk, Datadog, Nagios,).

• Demonstrated ability to drive process improvement and automation initiatives.

• Expertise in incident management, escalation procedures, and major incident response

• Excellent communication, leadership, and interpersonal skills.

• Ability to manage competing priorities and deliver results under pressure.

• Experience developing and maintaining SOPs and knowledge base documentation.

• Bachelor’s degree in a relevant field or 5+ years of related experience.

• Preferred Skills

• Mastery of ITIL principles and best practices.

• Experience with cross-functional collaboration (SRE, Product, Engineering).

• Track record of successful automation and self-healing initiatives in support environments.

• Exceptional customer-facing and stakeholder management skills.

This position operates in an office or hybrid environment, using computers, phones, and standard office equipment. The role may require participation in an on-call rotation and handling of urgent incidents outside regular business hours. The employee should be prepared for frequent interruptions and must be able to communicate effectively in a dynamic, team-oriented setting.

Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.

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Benefits

For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers.

Compensation

$112,350.00-165,050.00 per year

This role is eligible for a bonus that is based on a combination of personal and business performance. Postuler maintenant