Sesheng Company · 1 day ago
Application Support Manager
Cleveland, OH
Contract
Onsite
Senior Level
5+ years expSesheng LLC is seeking a high-performing Applications Support Manager to join our enterprise client’s IT Leadership team in Cleveland. The role involves leading the support and maintenance of the Business Network System (BNS) while ensuring high availability and rapid incident resolution. Responsibilities include managing a support team, overseeing incident management, and collaborating with stakeholders to improve system reliability.
Management Consulting
No H1B
U.S. Citizen Only
Responsibilities
Manage a day-to-day support team (Tiers 1–3) serving technicians and franchise operations staff
Act as the primary escalation point for critical issues affecting sales, pricing, and commissions; lead incident response and stakeholder communication
Oversee deployment procedures, maintenance windows, backups, and monitoring for BNS updates
Manage connections between BNS and third-party systems, including POS, ERP, and payment processors
Utilize monitoring and observability tools to reduce incident volume, improve MTTR, and eliminate recurring defects
Manage SaaS and hosting vendor performance while collaborating with Product Managers to translate business needs into technical fixes
Qualification
Required
5+ years in applications support or technical operations, with at least 3 years in a formal people-management role
Hands-on experience supporting sales or franchise management systems (Retail or Distribution experience is highly preferred)
Solid understanding of Application Architecture, APIs, ETL, SQL databases, and web/mobile support
Deep familiarity with ITIL, Change Control, and Release Management
Experience with monitoring tools (Datadog, New Relic, Splunk) and ITSM platforms (Jira Service Management, ServiceNow)
Proven ability to communicate complex technical issues to non-technical franchise owners and executive leadership
US Citizens or Permanent Residents (Green Card holders) only
Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience)
Ability to participate in on-call rotations and occasional after-hours support for critical incidents
Preferred
Experience with POS, order management, or commission systems
Knowledge of AWS/Azure cloud hosting and CI/CD pipelines
Certifications: ITIL Foundation, PMP, or SQL certifications
Understanding of PCI compliance and data privacy regulations
Company
Sesheng Company
Driven by a team of leading experts with a combined experience exceeding 200 person-years, Sesheng Company specializes in IT, Healthcare, Business, and Digital Transformation Consulting.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase