Manager, Application Analyst
About The Position
Prometric is a global leader in technology-enabled testing and assessments. Our market-leading solutions empower clients to develop and launch testing programs worldwide, accurately measure results, and ensure performance quality. The Manager, Application Analyst Team will lead a global team responsible for supporting critical application platforms across the organization. This role will oversee application support operations, drive service excellence, and ensure stability and performance across production systems. The successful candidate will bring strong technical leadership, operational discipline, and the ability to collaborate across global teams to support business-critical systems and client delivery. A key focus of the role will be identifying opportunities to leverage automation and emerging AI capabilities to enhance support efficiency, improve monitoring, and drive proactive issue resolution.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
- 5+ years experience in Application Support / Production Support roles within enterprise environments
- 3+ years experience in a people management or team leadership role
- Strong experience supporting enterprise applications across multi-tier architectures
- Proven experience managing incidents, problem management, and service delivery processes
- Excellent troubleshooting and analytical skills across applications, databases, and integrations
- Demonstrated experience driving automation within support environments (e.g. scripting or workflow automation)
- Strong stakeholder management and communication skills, working across technical and non-technical teams
- Experience working in a fast-paced, global support environment
- Proficiency with monitoring, ticketing, and collaboration tools (e.g. ServiceNow/Jira, Salesforce, Datadog/NewRelic)
Nice To Haves
- Experience in cloud-based environments (Azure preferred)
- Familiarity with containerized environments (Kubernetes/AKS)
- Experience with API-based architectures and integrations
- Exposure to DevOps practices and CI/CD pipelines
- Experience with AI/ML-powered observability, automation tools, or intelligent alerting platforms
- Experience working within Agile delivery frameworks, preferably SAFe (Scaled Agile Framework)
Responsibilities
- Lead, mentor, and manage a global team of Application Analysts supporting enterprise and client-facing systems
- Ensure effective monitoring, support, and resolution of application incidents, problems, and service requests in line with defined SLAs
- Drive continuous improvement in application support processes, including implementing automation to reduce manual effort and improve response times
- Identify and implement opportunities to leverage AI-driven insights, intelligent alerting, and observability tooling to enhance proactive support capabilities
- Act as escalation point for major incidents, ensuring timely resolution, stakeholder engagement, and clear communication throughout
- Collaborate with Engineering, DevOps, Infrastructure, and Product teams to support deployments, releases, and ongoing system stability
- Establish and maintain SLAs, ensuring adherence to performance targets and service quality expectations
- Identify trends in system issues and lead root cause analysis, ensuring long-term remediation actions are implemented
- Maintain and continuously improve documentation, runbooks, and knowledge base content to enhance operational efficiency
- Support onboarding of new platforms, applications, and services into the Technology Operations support model
- Provide regular reporting and analysis on system performance, incident trends, and team productivity metrics
- Foster a culture of accountability, continuous learning, and proactive incident prevention within the team
- Drive standardization and alignment across global support teams, processes, and tooling
- Participate in major incident management processes and provide occasional after-hours escalation support as required
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What This Job Offers
Job Type
Full-time
Career Level
Manager
