Job Title: Manager, Application Analysis Team
Reports To: Director, Technology Operations
Department: Technology Operations
Location: Dundalk, Ireland
Hours of Work: 37.5 hours weekly (Mon-Fri)
Job Overview
Prometric is a global leader in technology-enabled testing and assessments. Our market-leading solutions empower clients to develop and launch testing programs worldwide, accurately measure results, and ensure performance quality.
The Manager, Application Analyst Team will lead a global team responsible for supporting critical application platforms across the organization. This role will oversee application support operations, drive service excellence, and ensure stability and performance across production systems.
The successful candidate will bring strong technical leadership, operational discipline, and the ability to collaborate across global teams to support business-critical systems and client delivery. A key focus of the role will be identifying opportunities to leverage automation and emerging AI capabilities to enhance support efficiency, improve monitoring, and drive proactive issue resolution.
Main Duties & Responsibilities
Lead, mentor, and manage a global team of Application Analysts supporting enterprise and client-facing systems
Ensure effective monitoring, support, and resolution of application incidents, problems, and service requests in line with defined SLAs
Drive continuous improvement in application support processes, including implementing automation to reduce manual effort and improve response times
Identify and implement opportunities to leverage AI-driven insights, intelligent alerting, and observability tooling to enhance proactive support capabilities
Act as escalation point for major incidents, ensuring timely resolution, stakeholder engagement, and clear communication throughout
Collaborate with Engineering, DevOps, Infrastructure, and Product teams to support deployments, releases, and ongoing system stability
Establish and maintain SLAs, ensuring adherence to performance targets and service quality expectations
Identify trends in system issues and lead root cause analysis, ensuring long-term remediation actions are implemented
Maintain and continuously improve documentation, runbooks, and knowledge base content to enhance operational efficiency
Support onboarding of new platforms, applications, and services into the Technology Operations support model
Provide regular reporting and analysis on system performance, incident trends, and team productivity metrics
Foster a culture of accountability, continuous learning, and proactive incident prevention within the team
Drive standardization and alignment across global support teams, processes, and tooling
Participate in major incident management processes and provide occasional after-hours escalation support as required
Qualifications
Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
5+ years experience in Application Support / Production Support roles within enterprise
3+ years experience in a people management or team leadership role
Proven experience managing incidents, problem management, and service delivery processes
Excellent troubleshooting and analytical skills across applications, databases, and integrations
Demonstrated experience driving automation within support environments (e.g. scripting or workflow automation)
Strong stakeholder management and communication skills, working across technical and non‑technical teams
Experience working in a fast‑paced, global support environment
Proficiency with monitoring, ticketing, and collaboration tools (e.g. ServiceNow/Jira, Salesforce, Datadog/NewRelic)
Experience in cloud-based environments (Azure preferred)
Familiarity with containerized environments (Kubernetes/AKS)
Experience with API‑based architectures and integrations
Exposure to DevOps practices and CI/CD pipelines
Experience with AI/ML‑powered observability, automation tools, or intelligent alerting platforms
Experience working within Agile delivery frameworks, preferably SAFe (Scaled Agile Framework)
Employee Benefits
Pension Scheme
Life Assurance
Employee Health and Wellbeing Initiatives
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