Senior Manager, Client Support Engineering

About Us (Ensono)

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things!  We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.

We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose.

 

 

Role Summary

The Senior Manager – Application Management Support leads end‑to‑end application operations across multiple business units, ensuring application stability, performance, and service excellence. The role governs ITIL processes, drives operational maturity, manages client relationships, optimizes support costs, and delivers continuous improvement. This leader oversees cross‑functional teams, collaborates with engineering and product groups, and ensures applications meet business expectations for availability, reliability, and scalability.

Key Responsibilities

Leadership & People Management

• Lead and mentor managers, team leads, and technical specialists across multiple application support teams.
• Build a high‑performing culture centered on accountability, service excellence, and continuous operational improvement.
• Define team structure, hiring plans, skill development strategies, and succession planning.
• Guide teams during high-impact incidents, escalations, and critical business cycles.

Operational Management

• Oversee large-scale application support operations across multiple applications, platforms, and environments.
• Ensure stable and consistent service delivery in alignment with SLAs, OLAs, KPIs, and business expectations.
• Govern the execution of ITIL-aligned processes including Incident, Problem, Change, and Release Management.
• Standardize operations through SOPs, runbooks, automation, and operational best practices.

Client & Stakeholder Management

• Serve as a primary point of contact for senior business stakeholders and application owners.
• Build strong relationships with business units, ensuring clear understanding of needs, expectations, and application roadmaps.
• Conduct regular service review meetings, present performance insights, and address client concerns proactively.
• Collaborate with cross-functional leaders to align AMS capabilities with business goals and transformation initiatives.
• Manage escalations and ensure timely communication during major incidents and business‑critical events.

Cost Optimization & Financial Governance

• Manage departmental budgets, resource planning, and cost controls across AMS operations.
• Identify cost-saving opportunities through automation, operational efficiencies, and smart sourcing.
• Optimize vendor spend, licensing costs, and tool utilization to maximize ROI.
• Drive strategic initiatives such as consolidation, standardization, and cloud‑aligned optimizations to reduce operational expenditures.

Incident, Problem & Change Governance

• Lead and govern major incidents, ensuring rapid restoration of services and enterprise-level communication.
• Drive thorough Root Cause Analysis (RCA) and ensure long-term corrective and preventive actions are implemented.
• Oversee change governance, ensuring risk mitigation and zero-impact deployments for critical applications.
• Use trend analysis and operational insights to decrease incident volumes and improve application reliability.

Continuous Improvement & Transformation

• Lead initiatives aimed at improving application performance, stability, and overall user experience.
• Promote automation, monitoring optimization, and operational process enhancements to reduce manual effort and improve efficiency.
• Support digital transformation, modernization programs, and cloud migration initiatives as required.
• Evaluate tools, technologies, and best practices to continuously elevate AMS operational maturity.

SRE Awareness & Reliability Focus

• Demonstrate working knowledge of SRE principles such as automation, observability, and stability improvements.
• Engage with SRE/DevOps teams on reliability enhancements, release readiness, and performance tuning.
• Use reliability metrics (availability, error trends, performance indicators) to guide improvements in support operations.

Reporting & Management Insight

• Deliver executive-level reporting on operational performance, team metrics, incident summaries, and service improvements.
• Track KPIs, SLAs, ticket trends, and application health dashboards to inform strategic decisions.
• Provide data‑driven insights to senior leadership, highlighting risks, improvement opportunities, and operational achievements.

Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Master’s degree, ITIL certification, or Cloud/DevOps/SRE certifications preferred.

Experience

• 15+ years of overall IT experience, with at least 5+ years in application support or application management.
• 5+ years of leadership experience overseeing large-scale or multi-team technical operations.
• Proven experience managing enterprise-level application ecosystems with high availability requirements.
• Experience with ITIL frameworks and strong understanding of end‑to‑end service management.
• Exposure to SRE concepts and collaboration with DevOps/SRE teams
• Experience managing vendors, partners, and third‑party service providers.
• Experience in budgeting, financial tracking, and cost optimization initiatives.

Skills

• Strong leadership, decision-making, and organizational management skills.
• Excellent stakeholder and client management abilities, including senior-level communication.
• Strong analytical, troubleshooting, and operational excellence mindset.
• Solid understanding of application architectures, monitoring, and performance tuning.
• Experience with ITIL processes, support tools, ticketing systems, and monitoring platforms.
• Ability to drive automation, process improvement, and cost optimization initiatives.
• Ability to work under pressure in fast-paced, high‑availability production environments.

Working Conditions

• May require availability for major incidents, critical releases, or high‑priority business windows.
• Hybrid working model as per organizational requirements.
• May work with distributed teams across geographies and time zones.

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.