Application Operations Manager

As an Application Operations Manager, you will be responsible for ensuring the reliable operation, support, and continual improvement of business applications while leading a team of application support engineers. You will serve as the primary operational point of coordination between application teams, infrastructure, cloud, security, and third-party service providers to ensure reliable, secure, and efficient application services. You will be responsible for triaging production incidents, operational issues, service requests, and enhancement requests, ensuring work is prioritized appropriately and resolved in accordance with Service Level Agreements (SLAs). In this role you will also provide leadership for IT Service Management (ITSM) processes, leads the bi-weekly Change Advisory Board (CAB), and applies Service Integration and Management (SIAM) principles to coordinate multiple internal and external service providers that collectively support business applications. In addition to operational responsibility, you will manage a team of application engineers by providing coaching, mentoring, performance management, career development, workload planning, and technical leadership while fostering a culture of accountability, collaboration, customer service, and continuous improvement.

MEANINGFUL WORK AND PERSONAL IMPACT

• Triage and prioritize application incidents, service requests, operational issues, and production problems

• Ensure incidents and requests are assigned, tracked, escalated, and resolved within established Service Level Agreements (SLAs)

• Manage problem investigations and root cause analysis (RCA) activities to reduce recurring incidents

• Coordinate incident resolution across application, infrastructure, database, cloud, security, and vendor support teams

• Monitor ticket queues and workload distribution

• Apply ITIL best practices across Incident, Problem, Change, Request, Knowledge, and Service Level Management processes

• Ensure adherence to operational support standards and governance

• Lead Root Cause Analysis (RCA) activities for significant production application issues

• Drive continual service improvement initiatives to improve operational maturity

• Lead bi-weekly Change Advisory Board (CAB) meetings

• Review application change requests for completeness, technical readiness, business impact, testing evidence, implementation plans, and rollback procedures

• Coordinate service delivery across multiple internal IT Teams and third-party managed service providers

• Act as the operational integration point between application, infrastructure, cloud, database, cybersecurity, network, and vendor support teams

• Drive operational excellence through metrics, lessons learned, and continual improvement initiatives.

• Managing team daily operational tasks, priorities and workload balancing

• Managing resource scheduling and coverage

• Fostering collaboration, accountability, and customer-focused service delivery

• Managing ticket queues and workload balancing

• Coaching and mentoring team members

• Developing employee career growth plans

• Performing annual and mid-year performance evaluations

• Approving timesheets, PTO, flexible schedules, and leave requests

• Managing on-call schedules and operational coverage

• Promote a culture of accountability, collaboration, innovation, and customer service

• Ensure effective communication across technical teams and business partners

WHAT YOU’LL NEED TO SUCCEED
Bring your technology expertise and drive for innovation to GDIT. The Application Operations Manager must have:
● Education: Bachelor's degree required
● Experience: 15+ years experience supporting enterprise business applications in an IT operations or application support environment

● Experience: 5+ years experience leading technical application support teams

● Role-based skills:

• Experience leading Change Advisory Board (CAB) meetings and managing ITIL-based service management processes

• Demonstrated experience applying SIAM principles to coordinate multiple service providers and technology teams

• Experience supporting mission-critical enterprise applications or large-scale business systems

• Experience supporting complex enterprise environments with cloud, SaaS, on-premises applications, integrations, and managed service providers

• Experience leading geographically distributed teams

• Strong understanding of ITIL Service Management principles

• Working knowledge of SIAM (Service Integration and Management) frameworks

• Enterprise application support experience (ERP, HCM, Finance, CRM, SaaS, and on-premises applications)

• Incident, Problem, Change, Request, Knowledge, and Service Level Management

• Experience with ServiceNow or other enterprise ITSM platforms

• Production operations, release management, and application lifecycle support

• Understanding of APIs, integrations, middleware, batch processing, and job scheduling

• Familiarity with cloud platforms, databases, identity management, and enterprise security

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Flexibility: Full-flex work week to own your priorities at work and at home
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.