Manager, Enterprise Platforms Operations

Stateside; Adelphi (MD); On-site; USD 125,000 - 145,000; Full time

Benefits offered by this job

Generous Time Off

Comprehensive Health Coverage

Insurance Options

Flexible Spending Accounts

Retirement Plans

Tuition Remission

Job summary

University of Maryland Global Campus (UMGC) seeks a Manager, Enterprise Platforms Operations to lead strategy and service delivery for enterprise management applications. You will oversee onboarding, upgrades, and transition-to-operations while ensuring availability, governance, and security across production environments.

The role requires 3+ years in application support and 1+ year of management. Collaboration with infrastructure, cybersecurity, and business teams is essential for success.

Qualifications

• Education: Bachelor’s degree in IT/CS/IS/MIS/Business Technology or related field; equivalent experience.
• Experience: 3+ years in application support/IT operations; 1+ year in a management/leadership role.
• Experience: supporting enterprise/mission-critical business apps in complex environments.
• Experience coordinating across infrastructure, databases, cybersecurity, and business teams.
• Certifications: UMGC-relevant application administrator certs; ServiceNow Admin/Cloud certs; ITIL, PMP, CISSP, cloud certs.

Responsibilities

• Develop and maintain operational strategies, governance frameworks, and service delivery processes for enterprise operations.
• Oversee onboarding, upgrades, migrations, patching, and transition-to-operations for new and existing apps.
• Lead day-to-day operations for enterprise management applications ensuring availability and performance.
• Manage Tier 2/3 support, incident response, root cause analysis, and disaster recovery activities.
• Ensure applications meet cybersecurity, privacy, accessibility, records management, and audit requirements.
• Lead and develop support staff, oversee vendor relationships, and drive continuous improvement.

Skills

Enterprise application operations

Tier 2/Tier 3 support management

ITIL incident/change/release mgmt

Lifecycle management

Monitoring and observability

Environment configuration mgmt

SaaS/cloud/on-premise support

Performance monitoring/optimization

Deployment/upgrade/patch mgmt

Root cause analysis/service restore

Disaster recovery/business continuity

Vendor management

Operational reporting/KPI dashboards

Cross-functional governance

Education

Bachelor's Degree in Information Technology/CS/IS/ MIS/Business Tech or related field

Master's Degree in IT or related discipline (preferred)

Tools

ServiceNow

Azure

AWS

Google Cloud

Job description

Manager, Enterprise Platforms Operations Enterprise Operations US Exempt Regular Full time Stateside Exempt 4.3

Duties and Responsibilities

• Enterprise Platforms Operations Strategy & Service Delivery. Develop and maintain operational strategies, support models, governance frameworks, operational standards, and service delivery processes for enterprise operations and management applications while ensuring alignment with institutional objectives and business priorities.
• Application Deployment, Lifecycle Management & Service Introduction. Oversee operational onboarding, implementation support, upgrades, migrations, patching, release readiness, configuration management, and transition-to-operations activities for new and existing applications while ensuring compliance with organizational standards.
• Application Support, Reliability & Operational Management. Lead day-to-day operations for enterprise management and administrative applications, ensuring system availability, reliability, performance, functionality, and operational effectiveness across production and non-production environments.
• Incident, Problem & Service Continuity Management. Manage Tier 2 and Tier 3 support operations, incident response, escalation management, root cause analysis, disaster recovery activities, business continuity planning, and service restoration efforts to minimize operational disruptions.
• Application Governance, Security & Compliance. Ensure supported applications comply with cybersecurity, privacy, accessibility, records management, audit, regulatory, and change management requirements while maintaining sound operational governance and risk management practices.
• Team Leadership, Vendor Management & Continuous Improvement. Lead and develop application support personnel, oversee vendor and partner relationships, manage operational performance, and drive continuous improvement initiatives focused on automation, service quality, operational efficiency, and customer satisfaction.
• Other duties as assigned.

Competencies

• Technical leadership and application operations expertise
• Operational excellence and service reliability
• Customer-focused service delivery
• Strategic thinking and planning
• Problem solving and analytical thinking
• Incident leadership and decision making
• Team leadership and staff development
• Cross-functional collaboration and partnership
• Communication and stakeholder engagement
• Risk management and governance
• Accountability and results orientation
• Continuous improvement and innovation

Skills

• Enterprise application operations and administration
• Tier 2 and Tier 3 application support management
• ITIL Incident, Problem, Change, Release, and Request Management
• Enterprise application lifecycle management
• Application monitoring, observability, and health management
• Application configuration and environment management
• SaaS, cloud-hosted, vendor-hosted, and on-premises application support
• Application performance monitoring and optimization
• Application deployment, upgrade, and patch management
• Root cause analysis and service restoration management
• Disaster recovery and business continuity planning
• Vendor management and third-party support coordination
• Operational reporting, KPI management, and service dashboards
• Cross-functional troubleshooting and operational governance

Education & Experience Requirements

• Education: Bachelor's Degree in Information Technology, Computer Science, Information Systems, Management Information Systems, Business Technology, or a related field (or equivalent combination of education and experience).
• Experience: 3+ years of experience in application support, application administration, systems administration, enterprise applications, or IT operations.
• Experience: 1+ years of management experience leading technical teams, application support organizations, or operational support functions.
• Experience supporting enterprise or mission-critical business applications in complex operational environments.
• Experience managing application availability, service delivery, incident management, and operational support activities.
• Experience coordinating support efforts across infrastructure, database, cybersecurity, and business teams.
• Certifications: Relevant UMGC application administrator certifications.

Preferred Experience Requirements

• Education: Master's Degree in Information Technology, Information Systems, Computer Science, Business Administration, Management Information Systems, or a related discipline.
• Experience: Progressive experience supporting large-scale enterprise applications in higher education, healthcare, government, or other complex organizations.
• Prior experience as Application Operations Manager, Applications Support Manager, Systems Support Manager, Enterprise Applications Manager, or comparable application operations leadership role.
• Experience leading operational transformation, service improvement, or application modernization initiatives.
• Experience managing SaaS, cloud-hosted, vendor-supported, and integrated enterprise application ecosystems.
• Experience supporting highly available, compliance-sensitive, and business-critical operational systems.
• Certifications: ServiceNow Certified System Administrator Cloud platform certifications (Azure, AWS, or Google Cloud) Project Management Professional (PMP) Certified Information Systems Security Professional (CISSP) ITIL Foundation certification.

Workplace Accommodations

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities.

UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination.

For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at [e-mail].

Benefits Package Highlights

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range: $125,000.00 - $145,000.00

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination.

UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

UMGC is not just a great place to learn. It's also a great place to work. The university offers an array of career options, along with ample opportunities for growth and advancement. Explore the broad range of faculty and staff positions and become a member of the UMGC community.