Application Reliability & Support Manager

ViaPlus by VINCI Highways; Plano (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

ViaPlus by VINCI Highways in Plano, TX seeks a Maintenance Manager, Technical Service to lead a support team responsible for ensuring the stability of critical business applications, manage incidents, and drive reliability.

You will implement ITIL best practices, monitor performance, report on KPIs, and collaborate with development, infrastructure, and business teams, including on-call duties and after-hours support as needed.

Qualifications

• Proven experience in application production support or a similar role.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Familiarity with ITIL processes and best practices.
• Experience with monitoring tools, incident management systems, and application performance management.
• Ability to work in a fast-paced, dynamic environment.
• History of developing innovative and creative problem-solving approaches to improving various aspects of maintenance performance including technical, personnel, and business.
• Strong technical research skills.
• Strong written and verbal communication skills.
• Strong attention to detail and organizational skills.

Responsibilities

• Lead and manage the application production support team for assigned projects, ensuring high performance and effective service delivery.
• Monitor application performance and availability, proactively identifying and resolving issues to maintain system stability.
• Implement ITIL best practices for incident, problem, and change management to improve service delivery.
• Manage incident response, including troubleshooting, root cause analysis, and resolution to minimize downtime.
• Collaborate with development, infrastructure, and business teams to ensure seamless application operations and support.
• Develop and implement processes and best practices for application support and maintenance.
• Prepare and present regular reports on application performance, incidents, and improvements to internal clients and senior management.

Skills

Advanced Excel

Word

Power BI

SharePoint

Outlook

Teams

PowerPoint

Education

Bachelor's degree in related field

Tools

Freshservice

Monitoring tools

Job description

ViaPlus by VINCI Highways in Plano, TX seeks a Maintenance Manager, Technical Service to lead a support team responsible for ensuring the stability of critical business applications, manage incidents, and drive reliability.

You will implement ITIL best practices, monitor performance, report on KPIs, and collaborate with development, infrastructure, and business teams, including on-call duties and after-hours support as needed.