Job Track Description: Responsibilities: • Provides leadership to managers and senior professional staff • Adapts and executes functional or departmental business plan • Manages the activities of first-level managers, supervisors, and/or individual contributors • Hire, mentor, and develop high-performing support and production control teams • Manage support of EAS solutions hosted on-prem and on the cloud • Remain flexible to changes in priorities with the ability to multi-task • Implement automation to improve operational efficiency and reduce manual interventions. • Maintain comprehensive runbooks, SOPs, and operational documentation. • Use data-driven insights to identify trends, risks, and opportunities for continuous improvement • Communicate operational status, risks, and improvement initiatives clearly to stakeholders • Maintain runbooks, SOPs, and operational documentation to meet audit and compliance requirements. Technical Skillset: • Experience managing and mentoring a medium sized team • Experience in metrics led optimization • Experience in Incident Management and Problem Management • Hands-on experience supporting large-scale enterprise applications in production environments. • Exposure to core and IT auditing • Knowledge of ITIL processes • Exposure to cloud technologies. Qualifications: • A University or college degree in a relevant discipline. • ITIL Certification • 5+ years’ experience in people management • 8+ years’ experience in application support and production control • Experience in leading teams in application support and helpdesk areas