L3 Application Support Manager - Manhattan Active
First seen by Alion on Nov 2, 2026.
Role Overview :
The Level 3 Support Manager is responsible for managing and providing 24x7 third-level support for all global operational Manhattan Active customers and add-on applications, ensuring system stability, availability, and compliance with Service Level Agreements (SLAs).
Key Accountabilities :
- Ensure prompt and effective resolution of Level 3 incidents and problems.
- Manage and schedule 24x7 third-line support coverage.
- Monitor system performance proactively and apply corrective and preventive actions.
- Escalate and manage critical incidents, coordinating closely with vendors and internal teams.
- Develop, implement, and maintain disaster recovery and business continuity plans.
Organizational Context :
- Manager(s) Job Title: Global IT Director WMS Center of Excellence.
- Number of Direct Reports: 6 to 8 (support analysts).
Key Working Relationships :
- Frequent interaction with internal stakeholders, including Testing & QA Manager, Development Manager, Functional Architects, and Product Owners, Level 2 support.
- Regular liaison with external vendors for system maintenance and issue resolution.
- Periodic engagement with senior management for updates and alignment on support processes and incidents.
Resource Management:
- Manages support team personnel, infrastructure resources, and tools necessary for operational support.
- Oversees budgets associated with maintaining operational stability and system availability.
- Responsible for effective resource utilization and continuous improvement of support processes.
Requirements :
- Bachelor's Degree in IT, Computer Science, Engineering, or related discipline.
- Minimum 7 years experience in IT support management.
- Proven track record of managing 24x365 global support teams at a 3PL.
- Proficiency in Manhattan Active WMS/OMS, API & EDI structures, and troubleshooting.
- Strong understanding of ITIL processes and service management.
- Proficiency in system monitoring tools, issue tracking systems, and support management platforms.
- Desirable: ITIL Certification or similar IT service management certification.
Skills
Production Support, Applications Support, Manhattan Active, ITIL, WMS, OMS, EDI, API, IT Operations, Technical Support, SLA