Sesheng Company · 11 hours ago
Application Support Manager
Akron, OH
Contract
Onsite
Senior Level, Lead/Staff
8+ years expSesheng 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), ensuring high availability and rapid incident resolution for franchise stakeholders.
Management Consulting
No H1B
U.S. Citizen Only
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
Qualification
Required
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
Citizenship: This position requires US Citizens or Permanent Residents (Green Card holders) 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
Preferred
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
Company
Sesheng Company
Driven by a team of leading experts with a combined experience exceeding 200 person-years, Sesheng Company specializes in IT, Healthcare, Business, and Digital Transformation Consulting.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase