Our client is looking for an Manager Application Support, who will be managing and leading both the Application Support team and the Database Administrators, providing direct supervisory responsibility and strategic direction for both groups. This role ensures the availability, reliability, and performance of the Bank s critical business applications and batch workflows. The manager oversees 24/7 support operations and manages batch processing using enterprise scheduling tools. The Manager also provides leadership and oversight for Database Administrators, ensuring coordination between application and database support functions. The role applies strategic leadership, technical expertise, and operational rigor to guide the team, foster collaboration across business and technology stakeholders, and uphold compliance standards. It also includes oversight of critical operational, compliance, and strategic functions.
How you'll make an impact:
- Provide strategic leadership and operational stability for the Application Support team, ensuring consistency with enterprise risk objectives and compliance standards.
- Own and optimize Batch operations, driving improvements in metrics, reporting, and actionable insights while collaborating closely with key stakeholders to enhance risk alignment and operational resilience.
- Strengthen people leadership and team development, offering direct management to support growth, engagement, and performance within the Application Support team.
What can you expect:
- Manage and lead a high-performing team of Application Support Specialists and Database Administrators.
- Oversee 24/7 support operations, including on-call coverage, incident coordination, and alerting workflows using platforms such as xMatters.
- Lead efforts to map, analyze, and continuously improve overnight Batch workflows, applying structured problem-solving and root cause analysis to minimize failures and optimize performance.
- Partner with Risk and Operations to refine dashboards, develop actionable KPIs and KRIs, and ensure transparency and accountability in daily and long-term batch oversight.
- Serve as application owner for assigned systems and ensure the team fulfills ownership responsibilities across supported platforms, including lifecycle management, documentation, performance monitoring, and compliance.
- Drive continuous improvement in service delivery, job reliability, and performance using operational metrics and structured feedback.
- Participate in the Bank s disaster recovery (DR) exercises in collaboration with other teams, ensuring supported applications and databases are prepared and aligned with organizational DR plans.
- Ensure real-time communication and stakeholder updates during overnight Batch incidents and lead post-incident reviews to drive learning and prevent recurrence.
- Manage change control processes for systems and applications supported by the team, ensuring proper approvals, documentation, and stakeholder engagement within the team s area of responsibility.
- Support audit and regulatory compliance by maintaining controls, responding to inquiries, and ensuring documentation is complete and current.
- Administer and improve ticketing workflows using ServiceNow, applying ITIL principles.
- Participate in migration efforts to SaaS-based Control-M platforms (e.g., Helix ControlM), supporting functional testing and environment transitions.
- Promote a culture of accountability, quality, and service excellence across the support organization.
- Provide 24x7 on-call support coverage as needed.
What you'll bring:
- Bachelor s degree in Information Technology or a related field, or at least three years of experience in a technology leadership role; technical certifications preferred.
- Minimum 7 years of experience in application support, batch operations, or database administration, including at least 1-3 years in a leadership or supervisory role.
- Minimum 2 years of experience with workflow automation platforms, such as Control-M or Helix.
- Strong understanding of cloud platforms and services.
- Strong understanding of enterprise systems, batch processing workflows, and database support coordination.
- Proficiency in troubleshooting job failures, analyzing error logs, and implementing corrective actions.
- Experience managing alerts and escalations using tools such as xMatters, PagerDuty, or equivalent.
- Experience with ServiceNow or similar ITSM platforms, including ticketing workflow administration.
- Solid understanding and practical application of ITIL principles across incident, problem, and change management. ITIL Certification preferred.
- Experience with CI/CD pipelines is a plus.
- Experience with DevOps practices.
- Demonstrated ability to lead cross-functional teams and collaborate effectively with technical and business stakeholders.
- Excellent communication, documentation, and reporting skills.
- Strategic Leadership & Team Management: Ability to lead and develop high-performing teams, fostering accountability,
- collaboration, and service excellence across Application Support and Database Administration functions.
- Technical Expertise: Strong understanding of enterprise application support, batch processing workflows, workload automation tools (e.g., Control-M, Helix), and database coordination, with proficiency in troubleshooting job failures and analyzing error logs.
- Operational Rigor & Continuous Improvement: Skilled in optimizing batch operations, implementing KPIs/KRIs, and driving process improvements aligned with business priorities.
- Incident & Change Management: Practical application of ITIL principles for incident, problem, and change
- management; ability to manage alerts, escalations, and crisis situations effectively.
- Compliance & Risk Awareness: Knowledge of regulatory requirements, audit processes, and risk management
- practices; ability to maintain controls and ensure documentation accuracy.
- Cross-Functional Collaboration: Ability to partner with technical and business stakeholders, including Risk, Operations, and vendors, to achieve shared objectives and resolve complex issues.
- Communication & Documentation: Excellent written and verbal communication skills for documenting processes, procedures, and system configurations, and for conveying technical information to diverse audiences.
- Adaptability & Innovation: Capacity to stay current with emerging technologies, SaaS migrations, and DevOps practices, and to adapt strategies to evolving environments.
- Customer & Service Orientation: Commitment to delivering reliable, high-quality support and fostering a positive user experience.
- Professional Integrity & Growth: Ethical, compliant with company policies, and dedicated to continuous learning and professional development.
Salary: $150,000-$200,000 per year ( depends on experience level).
About Us
Peterson Technology Partners (PTP) is an Equal Opportunity Employer committed to creating a transparent, inclusive, and human-centered hiring experience.
For more than 27 years, PTP has operated as a premier Information Technology (IT) staffing, consulting, and recruiting firm built on trust, long-term partnerships, and technical excellence.
Based in the Chicago suburb of Park Ridge, IL, our team of more than 500 employees and consultants is dedicated to helping every client make the best hiring decisions possible.
As part of that commitment, we believe in providing clear information about how our hiring technologies work and how your data is used. The following section outlines our AI-assisted interview process and your rights as a candidate.
AI-Assisted Interview Experience (Pete & Gabi Rebecca):
To provide a consistent, fair, and flexible experience for all candidates, we use AI-assisted tools including our proprietary platform Pete & Gabi Rebecca to support parts of the interview process. These tools help us:
- transcribe interviews,
- summarize candidate responses,
- generate job-related insights
- streamline communication and scheduling.
Please note that
- AI does NOT make hiring decisions.
- All decisions are made by our human recruiters, hiring managers, or client partners.
- The AI does not evaluate facial expressions, emotions, or physical traits.
- It is used only to support fairness, consistency, and efficiency.
If you prefer a non-AI interview format, we will gladly provide an alternative.
Technical or Case Interviews (Role-Dependent):
For certain positions, you may participate in:
- a technical interview
- a coding challenge
- a case study
- a client-specific assessment.
We will always explain what to expect in advance so you can prepare with confidence.
Human Review & Selection:
Every candidate s profile including interviews, conversations, and assessments is reviewed by experienced recruiters and hiring leaders.
AI insights may assist with organization and evaluation, but final decisions are always human-driven.
Your Rights as a Candidate
At PTP, every candidate has the right to:
- Request a non-AI interview path
- Ask how your data is being used
- Request access to transcripts or interview recordings
- Request deletion of your AI-recorded interview
- Receive clear, timely communication
Our goal is to ensure you feel respected, informed, and supported throughout your experience
Our Commitment:
For more than 27 years, PTP has focused on putting people first candidates, consultants, employees, and clients.
We re committed to a hiring process that is:
- transparent
- compliant
- equitable
- powered by innovative technology that enhances not replaces human judgment.
Welcome to the future of hiring at Peterson Technology Partners.
We re excited to learn more about you
Equal Employment Opportunity
Peterson Technology Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, veteran status, or any other protected characteristic.
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