Appian Application Support Manager

Coforge; Deutschland; Remote; EUR 90,000 - 140,000; Full time

Job summary

Coforge is seeking an experienced Appian Application Support Manager to lead the support, maintenance, and governance of critical Appian applications across Germany and Europe. You will manage L2/L3 teams, ensure SLA compliance, and drive incident, problem, and change processes while maintaining service quality.

The role requires German C1/C2 and English proficiency, with full-time employment and a focus on operational excellence, stakeholder engagement, and continuous improvement in a

Qualifications

• 10+ years in Application/Production Support or Service Delivery.
• Experience leading customer-facing support operations.
• Enterprise Appian experience required.

Responsibilities

• Lead L2/L3 support for Appian apps and ensure SLA adherence.
• Coordinate incidents, problem management, and RCA across teams.
• Drive continuous service improvement and governance with stakeholders.
• Mentor and develop the Appian support team and plan staffing.

Skills

Leadership

Stakeholder Engagement

ITIL

German Proficiency

Education

Bachelor's or Master's in IT/CS

Tools

Appian

ServiceNow

Jira

Confluence

SQL

Job description

Job Title: Appian Application Support Manager

Location: Germany / Europe (Remote)

Experience: 10+ Years in Application Support, Production Support, or Service Delivery

Language: German (C1/C2) and English (Professional Proficiency)

Employment Type: Full-Time

Role Summary

• We are seeking an experienced Application Support Manager (Appian) to lead the support, maintenance, and operational governance of business-critical Appian applications. The ideal candidate will possess strong expertise in Appian platform support, IT service management, stakeholder engagement, and team leadership.
• The role will be responsible for managing L2/L3 support teams, ensuring SLA compliance, driving incident and problem management processes, overseeing Appian platform health, and collaborating with development, infrastructure, and business teams to maintain application stability, availability, and performance.
• The successful candidate will act as the primary point of contact for German-speaking customers and business stakeholders while driving continuous service improvement and operational excellence.

Key Responsibilities

Service Delivery & Operational Management

• Own end-to-end support and maintenance of Appian-based applications.
• Ensure compliance with contractual SLAs, OLAs, KPIs, and service commitments.
• Lead service delivery governance and operational reviews.
• Develop and implement service improvement plans.
• Ensure high application availability, reliability, and performance.

Appian Application Support

• Manage L2/L3 support activities for Appian applications across development, test, and production environments.
• Oversee troubleshooting of Appian process models, records, reports, integrations, sites, document management, and data sync issues.
• Monitor Appian Health Check reports and platform performance.
• Coordinate Appian deployments, hotfixes, patches, and release activities.
• Collaborate with Appian development teams to resolve recurring issues and technical debt.
• Ensure compliance with Appian best practices and governance standards.

Incident & Problem Management

• Lead resolution of critical production incidents and major service outages.
• Act as the highest operational escalation point.
• Facilitate Major Incident Management (MIM) calls with technical and business stakeholders.
• Drive Root Cause Analysis (RCA) and corrective action plans.
• Implement proactive monitoring and preventive measures to reduce incident recurrence.
• Lead and mentor a team of Appian Support Engineers and Technical Leads.
• Manage performance reviews, career development, and training plans.
• Conduct workforce planning, shift scheduling, and on-call management.
• Identify capability gaps and drive Appian certifications and skill enhancement initiatives.
• Support hiring and onboarding of support resources.
• Serve as the primary contact for German-speaking customers and business stakeholders.
• Communicate incident updates, service performance, and improvement initiatives.
• Conduct monthly and quarterly service review meetings.
• Build trusted relationships with customer leadership teams.
• Manage escalations and ensure timely stakeholder communication.

Change & Release Management

• Govern application changes, releases, and deployment activities.
• Ensure appropriate risk assessment, rollback planning, and approvals.
• Maintain application support documentation, runbooks, and operational procedures.
• Participate in CAB (Change Advisory Board) discussions.
• Identify opportunities for operational automation and process optimization.
• Drive reduction of manual support activities through Appian and scripting solutions.
• Improve service efficiency through monitoring, analytics, and AI-assisted operations.
• Establish knowledge management and self-service capabilities.

Reporting & Governance

• Prepare and present operational and executive dashboards.
• Track and improve:
• SLA Compliance
• MTTR (Mean Time to Resolution)
• MTTD (Mean Time to Detect)
• Application Availability
• Change Success Rate
• Customer Satisfaction (CSAT)
• Present performance metrics and improvement roadmaps to leadership.

Required Qualifications

Experience

• 10+ years of experience in Application Support, Production Support, or Managed Services.
• Minimum 5 years of experience leading support teams.
• Experience supporting enterprise-scale Appian applications.
• Proven experience managing customer-facing support operations.

Appian Expertise

• Strong knowledge of Appian architecture and platform administration.
• Experience supporting:
• Process Models
• Records
• Interfaces
• Integrations
• Web APIs
• Document Management
• Data Fabric
• Appian Sites
• Experience with Appian Health Check analysis and performance optimization.
• Hands-on experience in Appian deployments and release management.

Technical Skills

• Understanding of cloud platforms such as AWS and Azure.
• Strong SQL and database troubleshooting skills.
• Experience with APIs, integration platforms, middleware, and authentication technologies.
• Familiarity with monitoring and observability tools.
• Experience with ServiceNow, Jira, Confluence, and DevOps tools.

Service Management Skills

• Strong knowledge of ITIL processes:
• Change Management
• Release Management
• Experience managing critical incident bridges and executive communications.

Language Skills

• German Language: C1/C2 (Mandatory)
• English Language: Professional Working Proficiency

Preferred Qualifications

• Appian Certified Associate Developer
• ITIL Foundation or ITIL Managing Professional
• PMP, Prince2, or Scrum Master Certification
• Experience supporting Appian Cloud environments