RS Americas · 7 hours ago
Senior Application Support Manager
United States
Full-time
Remote
Senior LevelRS Americas is a global leader in providing product and service solutions for industrial design, manufacturing, and maintenance. The Senior Application Support Manager will oversee the Global Application Support Team, ensuring effective management of application and database support services while maintaining high service levels and driving continuous improvement.
ElectronicsIndustrial AutomationManufacturingRetail
Responsibilities
Deputise for Head of Applications as required
Direct line management of US based Application support Team
Delivery of application support services such as (but not limited to) monitoring, maintenance, incident and problem resolution for our group applications
Proactively drive clarity on strategy, design, architecture within RS Americas for new systems as required
Working with the other RS Teams, assist in ensuring there is clarity of ownership for all systems and solutions within RS Group
Manage resolution of major incidents, ensure follow up root cause analysis is completed including any preventative actions
Ensuring application performance and availability service Levels are met and identify ways to continually improve availability
Reporting availability and performance against service levels to the stakeholders on a regular basis
Accountable for oversight of DR plan and testing globally. Ensuring our annual DR tests with all our third parties and IS&T teams are carried out. With objective of ensuring we have sufficient DR plans for our critical platforms
Define, review and accept support model for new applications and upgrades into production, ensuring that all elements required to support are in place and any risks or issues prior to go-live are managed and accepted with the stakeholders as part of the go-live criteria
Attending Change Advisory Board (CAB) meetings as required and assessing requests for change for their impact on availability
Accountable for the lifecycle management of applications supported by IT Support and Operations function working with the other teams to gain input and acceptance to the lifecycle plan and raising any lifecycle issues in a timely manner with the business owners
Maintaining application non-functional requirements which projects need to adhere to
Assist with budget management of the operating costs for application services including being accountable for the monthly and annual forecasting of these budgets
Prioritising the initiatives which will be funded by the Keep the Lights on budget
Accountability for the delivery of the agreed application initiatives prioritised within the Keep the Lights on budget
Management of the application configuration data and information
Working with project teams to ensure configuration data is captured, documented and managed correctly when introducing new services
Ensure on-going maintenance of the Configuration Management Database working with the application and other support teams and suppliers, to update interfaces and dependencies that exist between IT services, components, supporting services, and configuration items (CIs) across the applications supported by the IT Support and Operations function
Agreeing and maintaining a clear set of application categories with the business which define the criticality of each application including disaster recovery requirements, availability, performance and support hours based on the agreed criticality category such as mission critical, important etc
Defining and maintaining the tools and tool strategy needed to support our applications such as monitoring tools
Management of availability and relevant security and other vulnerability patching planning and requirements for the applications
Manage the renewal of contracts with suppliers for applications
Ensuring that the demand process is followed to allocate resources needed to deliver the agreed initiatives prioritised within the Keep the Lights and Strategic portfolios
Relationship management across all the teams within IS&T, HR, Finance and our key business functions who own and use the applications supported by the IT Support and Operations function
Qualification
Required
Clear Understanding on ITIL principles and Processes
Experience supporting group applications and group teams
Solid understanding of Incident, Problem, Change and Release management processes
Management of budgets in excessive of £1M and experience of managing to budget and evidence of driving successful cost savings initiatives
Extensive experience of defining application support models across a variety of solutions such as SaaS and on-premise and cloud hosted applications
Ability to maintain clear and focused thinking under stressful/high pressure situations
Experience of managing in-house and outsourced support teams
Ability to translate technical information into business terminology to ensure the business are clear on the technical impact of any application issues to their operations
Stakeholder management across all levels within our organisation
Excellent vendor management capabilities including extensive experience of deploying and managing suppliers to a formal supplier relationship management model. This includes the ability to define and manage suppliers to contractual obligations and SLAs
Strong verbal, written communication skills
Strong decision-making skills especially under high pressure situations such as incidents
Extensive experience of managing the lifecycle of an application
ITIL Foundation
Preferred
ITIL Practitioner
Working knowledge of project Management lifecycle and methodologies (e.g. Prince 2, PMM, Lean, Agile, Waterfall etc.)
Company
RS Americas
Global omnichannel provider of product and service solutions for designers, builders, and maintainers of industrial equipment and operations
Founded in 1928
1001-5000 employees
H1B Sponsorship
RS Americas has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
Funding
Current Stage
Late StageTotal Funding
unknown1999-07-12Acquired
Leadership Team
Jonathan Bennett
President
Recent News
2025-10-16
South Africa Today
2025-10-11
Company data provided by crunchbase