Senior Manager, Enterprise App Support

Crown-Castl; Houston (TX); Hybrid; USD 129,000 - 178,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Parental leave

Tuition reimbursement

Scholarship program

Charitable matches

Paid time off

Office snacks

Job summary

Crown Castle in Houston, TX is seeking a Manager, Application Support to lead a team responsible for supporting Crown Castle’s business and enterprise applications, including ERP, Sitetracker, ServiceNow, and related integrations. You will drive reliability, improve support operations, and partner with business and IT stakeholders to ensure scalable processes.

This role requires building strong partnerships, defining service strategies, mentoring teammates, and advancing automation and

Qualifications

• Bachelor's degree or equivalent in Computer Science, Engineering, or related field.
• Cloud, ITSM, application support, or service management certification preferred.
• Experience supporting ERP platforms, real estate management systems, ITSM, or mission-critical SaaS/on-premises systems.
• 7+ years in application support, IT operations, software engineering, or site reliability engineering.
• 5+ years leading technical or application support teams with a track record of improving reliability and performance.
• 3+ years in cloud environments, preferably AWS.
• Experience with scripting/programming such as Python, PowerShell, JSON.
• Hands-on experience improving support processes via automation, orchestration, and integrations.

Responsibilities

• Lead day-to-day production support for Crown Castle’s enterprise apps, ensuring reliability and timely incident response.
• Define and lead the application support service strategy, operating model, and reliability practices.
• Ensure testing practices and observability tooling for quality and reliability.
• Drive AIOps implementations to quickly identify and resolve production incidents.
• Manage incident, problem, and change processes for tier 1/2 apps.
• Mentor teammates to grow technical and leadership skills.
• Partner with stakeholders to monitor SLAs, KPIs, and service quality.
• Collaborate with MSPs, vendors, and partners to improve service.

Skills

AWS

Python

PowerShell

JSON

Kubernetes

Observability

Automation

Incident management

Leadership

Education

Bachelor's degree in CS/Engineering

Cloud/ITSM certification

Experience with ERP/real estate management systems

7+ years in application support

5+ years leading teams

3+ years in cloud (AWS)

Tools

Splunk

DataDog

Grafana

PagerDuty

Sitetracker

ServiceNow

Dynamics

Job description

Crown Castle in Houston, TX is seeking a Manager, Application Support to lead a team responsible for supporting Crown Castle’s business and enterprise applications, including ERP, Sitetracker, ServiceNow, and related integrations. You will drive reliability, improve support operations, and partner with business and IT stakeholders to ensure scalable processes.

This role requires building strong partnerships, defining service strategies, mentoring teammates, and advancing automation and