Head of Enterprise App Support & Automation

Crown Castle; Canonsburg (Washington County); Hybrid; USD 129,000 - 178,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Tuition reimbursement

Paid time off

Hybrid work model

Job summary

Crown Castle is seeking a Manager, Application Support to lead the production support of our enterprise applications, including ERP and real estate platforms. You will drive reliability, establish metrics, and partner with IT and business stakeholders to improve operational performance.

You will mentor a team, manage MSP partnerships, and advance automation while shaping the support strategy and service delivery across on-prem and cloud environments.

Qualifications

• Bachelor’s degree or equivalent in Computer Science, Engineering, or related field.
• Master’s degree preferred.
• Cloud, ITSM, application support, or service management certification preferred.
• Experience supporting ERP and real estate management/SaaS systems.
• 7+ years in application support or related fields.
• 5+ years leading technical or application support teams.
• 3+ years in a cloud environment, preferably AWS.
• Strong scripting: Python, PowerShell, JSON.
• Experience with automation and orchestration.
• Experience with Kubernetes, EKS, Faregate.

Responsibilities

• Lead day-to-day direction of production support for core applications, ensuring reliability and timely incident response.
• Define and lead the application support strategy, operating model, and reliability practices.
• Ensure testing, observability, and robust incident/change management.
• Drive implementation of AIOps solutions to quickly address incidents.
• Mentor and develop teammates to grow technical and leadership skills.
• Collaborate with stakeholders to monitor SLAs, KPIs, and service quality metrics.
• Partner with MSPs and vendors to improve support and service delivery.
• Identify root causes and opportunities to optimize business processes.

Skills

Incident management

Automation

Observability

Leadership

Problem solving

Education

Bachelor’s degree in Computer Science/Engineering

Master’s degree preferred

Cloud/ITSM certification preferred

Tools

Splunk

DataDog

Grafana

PagerDuty

Dynamics

Kubernetes

EKS

Faregate

Job description

Crown Castle is seeking a Manager, Application Support to lead the production support of our enterprise applications, including ERP and real estate platforms. You will drive reliability, establish metrics, and partner with IT and business stakeholders to improve operational performance.

You will mentor a team, manage MSP partnerships, and advance automation while shaping the support strategy and service delivery across on-prem and cloud environments.