Applications Support Manager — Business Network System (BNS)

Applications Support Manager — Business Network System (BNS)

Location: Akron, OH

Employment Type: Contract to Fulltime

Sesheng LLC is seeking a high-performing Applications Support Manager to join our enterprise client’s IT Leadership team in Akron. You will lead the support, maintenance, and continuous evolution of the Business Network System (BNS)—the mission-critical sales and franchise operations application. Your mission is to ensure high availability, seamless user experience, and rapid incident resolution for a diverse network of franchise stakeholders. You will manage a cross-functional team of Support Analysts, QA Engineers, and Technical Developers to maximize system reliability and business value.

Core Responsibilities

·       Team Leadership: Manage a day-to-day support team (Tiers 1–3) serving technicians and franchise operations staff.

·       Incident Management: Act as the primary escalation point for critical issues affecting sales, pricing, and commissions; lead incident response and stakeholder communication.

·       Operational Excellence: Oversee deployment procedures, maintenance windows, backups, and monitoring for BNS updates.

·       Integration Oversight: Manage connections between BNS and third-party systems, including POS, ERP, and payment processors.

·       Continuous Improvement: Utilize monitoring and observability tools to reduce incident volume, improve MTTR, and eliminate recurring defects.

·       Vendor & Stakeholder Relations: Manage SaaS and hosting vendor performance while collaborating with Product Managers to translate business needs into technical fixes.

Required Skill Sets & Experience

To be successful in this role, candidates must possess:

·       Leadership Experience: 8+ years in applications support or technical operations, with at least 5 years in a formal people-management role.

·       Domain Expertise: Hands-on experience supporting sales or franchise management systems (Retail or Distribution experience is highly preferred).

·       Technical Literacy: Solid understanding of Application Architecture, APIs, ETL, SQL databases, and web/mobile support.

·       Process Frameworks: Deep familiarity with ITIL, Change Control, and Release Management.

·       Tool Proficiency: Experience with monitoring tools (Datadog, New Relic, Splunk) and ITSM platforms (Jira Service Management, ServiceNow).

·       Soft Skills: Proven ability to communicate complex technical issues to non-technical franchise owners and executive leadership.

Position Requirements

·       Citizenship: This position requires s or Permanent Residents (s) only.

·       Education: Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).

·       Flexibility: Ability to participate in on-call rotations and occasional after-hours support for critical incidents.

Desired Qualifications

·       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.