Manager, Applications Support

Job description

Company Description Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations. There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world. We're one global team driven by our common purpose to deliver a better world. Join us. Job Description AECOM is seeking an experienced Manager, Application Support to lead the strategy, performance, and continuous improvement of enterprise application support services. This role ensures the stability, availability, and performance of business-critical applications while driving operational excellence, service delivery maturity, and strong alignment with business objectives. This leader oversees support teams, manages incident and problem resolution processes, and partners with IT, product, and business stakeholders to enhance application reliability and user experience. This position will be based in Bogota, Colombia. Key Responsibilities: Leadership & Strategy Lead, mentor, and develop a high-performing application support team, including managers, analysts, and engineers Define and execute the application support strategy aligned with organizational and IT goals Establish KPIs, SLAs, and operational metrics to measure team performance and service effectiveness Drive a culture of accountability, continuous improvement, and customer-centric service Service Delivery & Operations Oversee day-to-day support operations for enterprise applications, ensuring high availability and performance Manage incident, problem, and change processes in alignment with IT service management best practices (e.g., ITIL) Ensure timely resolution of production issues, including escalation management and root cause analysis Implement proactive monitoring and alerting to minimize downtime and business disruption Stakeholder Management Serve as the primary escalation point for critical application issues Partner with business leaders, product teams, and IT functions to prioritize support needs and enhancements Communicate effectively with executive stakeholders on system performance, risks, and improvements Continuous Improvement Identify trends in incidents and drive long-term solutions to reduce recurring issues Lead automation initiatives to improve efficiency and reduce manual support effort Evaluate and implement tools and technologies to enhance support capabilities Governance & Compliance Ensure adherence to security, compliance, and regulatory requirements Maintain documentation for processes, systems, and support procedures Manage vendor relationships and third-party support providers as needed Qualifications Minimum Requirements: Bachelor’s degree in information technology, computer science, or related field and 8 years of IT experience, with at least 2 years in a leadership role with applications support or production support or demonstrated equivalency of experience and education. Proven experience managing enterprise applications in a complex environment Excellent communication skills, with professional English proficiency (B2), both written and verbal. Technical & Functional Skills Strong understanding of application architectures, integrations, and enterprise systems Experience with IT service management frameworks (e.g., ITIL) Familiarity with monitoring tools, ticketing systems (e.g., ServiceNow), and incident management platforms Knowledge of cloud platforms (e.g., AWS, Azure) and modern application environments is preferred Proficient in Power Apps Leadership & Soft Skills Strong leadership, coaching, and team development capabilities Excellent problem-solving and decision-making skills under pressure Strong communication and stakeholder management skills Ability to balance strategic thinking with hands-on operational execution Key Performance Indicators (KPIs) Application uptime and availability Mean time to resolution (MTTR) Incident volume and recurrence rates SLA compliance Customer/user satisfaction scores Team engagement and retention Preferred Requirements: ITIL certification (v3 or v4) Experience with DevOps or SRE practices Exposure to Agile environments Experience leading global or distributed teams Additional Information Work Environment Fast-paced, highly collaborative environment May require on-call leadership support for critical incidents Proven experience managing enterprise applications in a complex environment undefined At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment. About AECOM AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan. AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com. What makes AECOM a great place to work You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity. As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.