• Manager of Application Support

    Insight Global (Lake Forest, IL)


    Job Description

    • Lead Applications Operations COE for reliability and performance.

    • Oversee offshore team and onsite resource; ensure 3–4 hours overlap.

    • Daily hands-on engagement with client manager and ITC team.

    • Manage incident/problem resolution, root cause analysis, and proactive monitoring.

    • Coordinate upgrades, patches, and lifecycle operations.

    • Drive operational efficiency and continuous improvement.

    • Communicate with leadership and provide strategic updates.

    • Work closely with manufacturing and warehouse teams for application performance.

    • Ensure SLA compliance and escalate P1/P2 tickets effectively.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

    Skills and Requirements

    • 7-10 years of experience managing offshore and onsite teams (India-based team of 12–15 + onsite resource).

    • Strong SAP S/4HANA knowledge, especially Order-to-Cash, finance, scheduling, integrations.

    • managing internal clients, executive stakeholders, and vendors; ability to manage up and out.

    •  P1/P2 ticket management, SLA adherence (5-day SLA for low level tickets, all-hands for critical tickets).

    • Proactive monitoring mindset, detect issues before end users; familiarity with ServiceNow for incident management.

    • Vendor management experience coordinating with ITC and 3rd-party providers; maintain accountability and continuous improvement. • Experience with Workday (time tracking, integrations).

    • Familiarity with AMS client management and development lead coordination.

    • Knowledge of automation and continuous service improvement.

    • Exposure to compliance/governance frameworks (audit readiness).

    • Understanding of AI integration initiatives.