Contractual Application Production Support Jobs (NOW HIRING)

Job Title: Maintenance Manager – Technical Services (Application Production Support)

Visa: USC, GC and H4-EAD

Location: Plano, TX (Hybrid)

Job Type: Contract To Hire (C2H after 6 months)

Experience: 10+ Years (Minimum 5 Years in a Management Role)

Job Summary

We are seeking an experienced Maintenance Manager – Technical Services to lead our Application Production Support team and ensure the stability, availability, and performance of mission-critical business applications. This role is responsible for managing production support operations, driving service excellence, monitoring KPIs/SLAs, and implementing ITIL best practices to maintain high system reliability.

The ideal candidate will have strong leadership skills, extensive experience in application support, incident management, ITSM platforms, monitoring tools, and the ability to collaborate effectively with cross-functional teams. This position requires a proactive mindset, excellent communication skills, and a passion for continuous process improvement.

Key Responsibilities

• Lead and manage the Application Production Support team, ensuring high-quality service delivery.
• Monitor application health, availability, and performance to maintain system stability.
• Manage production incidents, perform root cause analysis (RCA), and ensure timely resolution with minimal business impact.
• Implement and enforce ITIL best practices for Incident, Problem, Change, and Service Request Management.
• Collaborate with Development, Infrastructure, Business, and Project Management teams to ensure seamless application support.
• Establish, monitor, and report Service Level Objectives (SLOs), Service Level Agreements (SLAs), and operational KPIs.
• Drive continuous improvement initiatives to optimize application performance and operational efficiency.
• Ensure compliance with organizational security policies, data protection regulations, and industry standards.
• Prepare executive-level reports on application performance, incident trends, KPIs, and improvement initiatives.
• Mentor, coach, and conduct performance evaluations for support team members.
• Participate in on-call rotations and provide after-hours support when required.
• Manage contractual application support KPIs and communicate performance metrics with internal stakeholders and leadership.
• Develop and maintain operational procedures, documentation, and support best practices.

Required Skills

• Strong experience in Application Production Support and Application Maintenance.
• Hands-on experience with ITSM platforms (Freshservice preferred, ServiceNow or similar acceptable).
• Experience with Application Performance Monitoring (APM) and Infrastructure Monitoring tools.
• Strong understanding of ITIL Framework (Incident, Problem, Change, Release Management).
• Excellent leadership, people management, and stakeholder management skills.
• Strong analytical, troubleshooting, and root cause analysis abilities.
• Advanced proficiency in:
• Microsoft Excel
• Power BI
• SharePoint
• Microsoft Teams
• Outlook
• PowerPoint
• Microsoft Word
• Excellent written and verbal communication skills.
• Strong organizational skills with attention to detail.

Required Qualifications

• Proven experience managing Application Production Support or Technical Support teams.
• Minimum 5 years of experience in a managerial role.
• Experience managing SLAs, SLOs, KPIs, and operational reporting.
• Experience working with monitoring tools and incident management systems.
• Ability to work effectively in a fast-paced production support environment.
• Strong technical research and problem-solving skills.
• Experience driving process improvements and operational excellence.
• Ability to manage multiple priorities while ensuring high service availability.

Preferred Qualifications

• Bachelor's Degree in Business, Computer Science, Information Technology, Industrial Engineering, Technology Management, or a related field.
• ITIL Foundation or higher certification preferred.
• Experience with Freshservice ITSM platform is highly preferred.
• Experience with enterprise application monitoring and production support environments.

Preferred Technologies

• ITSM Tools: Freshservice, ServiceNow, Remedy
• Monitoring Tools: Dynatrace, AppDynamics, Splunk, SolarWinds, Datadog, New Relic
• Reporting Tools: Power BI, Excel
• Collaboration Tools: Microsoft Teams, SharePoint

Ideal Candidate Profile

• 8+ years of IT experience with strong expertise in Application Production Support.
• 5+ years of experience leading technical support or maintenance teams.
• Strong knowledge of ITIL processes and operational excellence.
• Experience managing enterprise applications and production environments.
• Proven ability to lead cross-functional teams and deliver high customer satisfaction.
• Excellent communication, leadership, and stakeholder management skills.
• Comfortable participating in on-call support rotations and handling critical production incidents.