Career Category
Operations
Job Description
Job Title: Sr. Associate Business Operations Supplier Management (L4) Production Application Support/Application Run Management
Position Summary
Manager, Production Application Support/Application Run Management is responsible for leading a team that delivers reliable, high-quality support for production applications across L1, L2, and L3 tiers. This role ensures effective incident and service request resolution, manages supplier performance and contracts, and drives operational excellence through SLA oversight, reporting, and continuous improvement. The manager serves as a key escalation point and communicates effectively across all levels of the organization.
Key Responsibilities
Application Support Leadership (L1/L2/L3)
Lead and oversee day-to-day production application support across L1, L2, and L3 teams
Ensure timely resolution of incidents, service requests, and problem records
Drive root cause analysis and implement preventive measures
Maintain high system availability, performance, and reliability
Incident & Service Request Management
Serve as the primary escalation point for complex or high-impact incidents
Coordinate cross-functional teams to resolve critical issues
Ensure adherence to incident management and service request processes
Oversee prioritization, triage, and resolution workflows
Supplier & Vendor Management
Manage third-party suppliers providing application support services
Monitor supplier performance against SLAs and contractual obligations
Conduct regular performance reviews and drive corrective actions as needed
Contract & Financial Administration
Oversee contract lifecycle activities, including support onboarding, renewals, amendments, and offboarding
Serve as the administrator for the ServiceNow Contract Change Request (ARM) module
Ensure contract changes are properly documented, approved, and implemented through the ARM workflows in a timely manner
Conduct monthly invoice audits with suppliers f