Edtech.com's Summary

University of Maryland Global Campus is hiring a Manager, Enterprise Platforms Operations. The role leads a team of application administrators and engineers who keep the university's administrative, financial, and operational business systems reliable, secure, and highly available. The manager works with the infrastructure, database, cloud, cybersecurity, and identity management teams on incident resolution, lifecycle management, and continuous improvement across the enterprise application portfolio.

Highlights

Lead and develop the Application Administrators and Application Engineers who run the university's enterprise operations and management applications day to day.
Set operational strategies, support models, governance frameworks, and service delivery processes aligned with institutional priorities.
Oversee onboarding, upgrades, migrations, patching, release readiness, and configuration management for new and existing applications across production and non-production environments.
Manage Tier 2 and Tier 3 support, incident response, escalations, root cause analysis, disaster recovery, and business continuity planning to limit operational disruption.
Ensure supported applications meet cybersecurity, privacy, accessibility, records management, audit, and change management requirements.
Oversee vendor and partner relationships and drive improvement initiatives focused on automation, service quality, and operational efficiency.
Bachelor's degree in a field such as information technology or computer science, with 3+ years in application support, systems administration, or IT operations and 1+ years leading technical or support teams.
Preferred: a master's degree, experience as an application operations or enterprise applications manager, and certifications such as ServiceNow Certified System Administrator, PMP, CISSP, or ITIL Foundation.
Hiring range of $125,000 to $145,000.

Manager, Enterprise Platforms Operations Full Description

The Manager, Enterprise Platforms Operations is responsible for leading a team of Application Administrators and Application Engineers supporting enterprise operations and management applications that enable critical university administrative, financial, operational, and business functions. This role oversees daily application operations, service delivery, availability, performance, and support activities while ensuring reliable, secure, and highly available business systems. The Manager partners closely with Infrastructure, Database, Cloud, Cybersecurity, Identity Management, and business stakeholders to support operational stability, incident resolution, lifecycle management, and continuous improvement across the enterprise application portfolio.

Duties and Responsibilities:

Enterprise Platforms Operations Strategy & Service Delivery.

Develop and maintain operational strategies, support models, governance frameworks, operational standards, and service delivery processes for enterprise operations and management applications while ensuring alignment with institutional objectives and business priorities.

Application Deployment, Lifecycle Management & Service Introduction.

Oversee operational onboarding, implementation support, upgrades, migrations, patching, release readiness, configuration management, and transition-to-operations activities for new and existing applications while ensuring compliance with organizational standards.

Application Support, Reliability & Operational Management.

Lead day-to-day operations for enterprise management and administrative applications, ensuring system availability, reliability, performance, functionality, and operational effectiveness across production and non-production environments.

Incident, Problem & Service Continuity Management.

Manage Tier 2 and Tier 3 support operations, incident response, escalation management, root cause analysis, disaster recovery activities, business continuity planning, and service restoration efforts to minimize operational disruptions.

Application Governance, Security & Compliance.

Ensure supported applications comply with cybersecurity, privacy, accessibility, records management, audit, regulatory, and change management requirements while maintaining sound operational governance and risk management practices.

Team Leadership, Vendor Management & Continuous Improvement.

Lead and develop application support personnel, oversee vendor and partner relationships, manage operational performance, and drive continuous improvement initiatives focused on automation, service quality, operational efficiency, and customer satisfaction.

Other duties as assigned.

Competencies:

Technical leadership and application operations expertise
Operational excellence and service reliability
Customer-focused service delivery
Strategic thinking and planning
Problem solving and analytical thinking
Incident leadership and decision making
Team leadership and staff development
Cross-functional collaboration and partnership
Communication and stakeholder engagement
Risk management and governance
Accountability and results orientation
Continuous improvement and innovation.

Skills:

Enterprise application operations and administration
Tier 2 and Tier 3 application support management
ITIL Incident, Problem, Change, Release, and Request Management
Enterprise application lifecycle management
Application monitoring, observability, and health management
Application configuration and environment management
SaaS, cloud-hosted, vendor-hosted, and on-premises application support
Application performance monitoring and optimization
Application deployment, upgrade, and patch management
Root cause analysis and service restoration management
Disaster recovery and business continuity planning
Vendor management and third-party support coordination
Operational reporting, KPI management, and service dashboards
Cross-functional troubleshooting and operational governance.

Education & Experience Requirements:

Education:

Bachelor's Degree in Information Technology, Computer Science, Information Systems, Management Information Systems, Business Technology, or a related field (or equivalent combination of education and experience).

Experience:

3+ years of experience in application support, application administration, systems administration, enterprise applications, or IT operations.
1+ years of management experience leading technical teams, application support organizations, or operational support functions.
Experience supporting enterprise or mission-critical business applications in complex operational environments.
Experience managing application availability, service delivery, incident management, and operational support activities.
Experience coordinating support efforts across infrastructure, database, cybersecurity, and business teams.

Certifications:

Relevant UMGC application administrator certifications.

Preferred Experience Requirements:

Education:

Master's Degree in Information Technology, Information Systems, Computer Science, Business Administration, Management Information Systems, or a related discipline.

Experience:

Progressive experience supporting large-scale enterprise applications in higher education, healthcare, government, or other complex organizations.
Prior experience as Application Operations Manager, Applications Support Manager, Systems Support Manager, Enterprise Applications Manager, or comparable application operations leadership role.
Experience leading operational transformation, service improvement, or application modernization initiatives.
Experience managing SaaS, cloud-hosted, vendor-supported, and integrated enterprise application ecosystems.
Experience supporting highly available, compliance-sensitive, and business-critical operational systems.

Certifications:

ServiceNow Certified System Administrator
Cloud platform certifications (Azure, AWS, or Google Cloud)
Project Management Professional (PMP)
Certified Information Systems Security Professional (CISSP)
ITIL Foundation certification.

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at [email protected].

Hiring Range:

$125,000.00 - $145,000.00

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Edtech.com's Summary

Manager, Enterprise Platforms Operations Full Description

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