Manager, Enterprise Platforms Operations

UMGC; Adelphi (MD); Híbrido; USD 90 000 - 140 000; Tempo integral

Resumo da oferta

UMGC in Adelphi, Maryland, is seeking a Manager of Enterprise Platforms Operations to lead a team of application administrators and engineers. The role focuses on overseeing operational stability, service delivery, and performance of enterprise applications that support critical university functions.

You will collaborate across Infrastructure, Cloud, Cybersecurity, and business stakeholders to drive improvements.

Qualificações

• Education: Bachelor's degree in IT-related field or equivalent experience.
• Experience: 3+ years in application support, administration, or IT operations.
• 1+ year of management experience leading technical teams.

Responsabilidades

• Lead a team of Application Administrators and Application Engineers supporting enterprise operations.
• Oversee daily operations, service delivery, availability, performance, and support for enterprise apps.
• Collaborate with Infrastructure, Database, Cloud, Cybersecurity, Identity Management, and stakeholders.
• Manage Tier 2/3 support, incidents, escalation, and disaster recovery activities.
• Ensure compliance with cybersecurity, privacy, accessibility, records management, and change controls.
• Drive continuous improvement, automation, and customer satisfaction.
• Other duties as assigned.

Conhecimentos

Enterprise application operations

Tier 2/3 support management

ITIL processes

Lifecycle management

Monitoring & health management

Environment management

SaaS/cloud/on-premises support

Performance optimization

Deployment/patch management

Disaster recovery planning

Vendor management

Operational reporting & dashboards

Cross-functional collaboration

Incident management leadership

Formação académica

Bachelor's Degree in IT/CS/IS or related field

Ferramentas

ITIL

Observability/Monitoring tools

Descrição da oferta de emprego

Manager, Enterprise Platforms Operations

Enterprise Operations

US Exempt Regular

Full time

Stateside Exempt 4.3

This position is classified as "hybrid" and the work location is Adelphi, Maryland. An on-site presence is expected for meetings, summits, or events, and as needed. In accordance with UMGC Travel policy, you will be responsible for any expenses incurred from traveling, including temporary lodging, to Adelphi or locations within the DMV region.

The Manager, Enterprise Platforms Operations is responsible for leading a team of Application Administrators and Application Engineers supporting enterprise operations and management applications that enable critical university administrative, financial, operational, and business functions. This role oversees daily application operations, service delivery, availability, performance, and support activities while ensuring reliable, secure, and highly available business systems. The Manager partners closely with Infrastructure, Database, Cloud, Cybersecurity, Identity Management, and business stakeholders to support operational stability, incident resolution, lifecycle management, and continuous improvement across the enterprise application portfolio.

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.

1+ years of management experience leading technical teams, application support organizations, or operational support functions.

Experience supporting e