Manager, Application Support — Reliability & Automation (Hybrid)

Crown Castle; Houston (TX); On-site; USD 129,000 - 178,000; Full time

Benefits offered by this job

Healthcare plans

401(k) plan with match

New-child leave (family leave)

Tuition reimbursement

Crown Castle scholarship program

Charitable matching

Paid time off

Holidays & floating holiday

Snacks & beverages

Job summary

Crown Castle is seeking a Manager, Application Support to lead a team delivering reliable support for ERP and real estate management platforms, including Sitetracker and ServiceNow. You will partner with IT and business stakeholders to improve service quality, automation, and incident management.

The role focuses on building program-level reliability, defining metrics, and coordinating with MSPs and vendors to ensure scalable, stable operations across on-prem, cloud, and SaaS environments.

Qualifications

• Bachelor’s degree or equivalent in CS, engineering, or related field.
• 7+ years in application support, IT operations, software engineering, or SRE.
• 5+ years leading application support teams.
• 3+ years in a cloud environment, preferably AWS.
• Experience with Splunk, DataDog, Grafana, PagerDuty, Dynamics.
• Strong scripting: Python, PowerShell, JSON.
• Experience with automation, orchestration, integrations, monitoring.
• Experience with Kubernetes/EKS.

Responsibilities

• Lead day-to-day production support for enterprise apps ensuring reliability and timely incident response.
• Define and drive the support strategy, operating model, and reliability practices for critical apps.
• Ensure quality of infrastructure and app stack with testing practices and observability tools.
• Drive AIOps and automation initiatives to speed incident resolution.
• Manage incident, problem, change processes for tier 1 & 2 apps and prevent recurrence.
• Oversee intake, backlog, trends, and planned work with stakeholders.
• Mentor teammates to develop tech and leadership skills.
• Identify core process improvements and root cause impacts across teams.

Skills

Team leadership

Stakeholder engagement

Incident management

Automation advocacy

Cloud (AWS)

SRE / site reliability

Python scripting

Education

Bachelor’s degree or equivalent in CS/Engineering

Master’s degree preferred

Cloud, ITSM certification preferred

Tools

Splunk

DataDog

Grafana

PagerDuty

Dynamics

Kubernetes

EKS

Job description

Crown Castle is seeking a Manager, Application Support to lead a team delivering reliable support for ERP and real estate management platforms, including Sitetracker and ServiceNow. You will partner with IT and business stakeholders to improve service quality, automation, and incident management.

The role focuses on building program-level reliability, defining metrics, and coordinating with MSPs and vendors to ensure scalable, stable operations across on-prem, cloud, and SaaS environments.