Application Support Manager

This is a Full Time Job

The Application Support Manager for KeystoneMAX serves as the operational, technical, and strategic leader responsible for ensuring the successful day-to-day performance of KeystoneMAX. This role bridges product, engineering, Global Content Operations, vendors, and executive stakeholders, ensuring that technology solutions are stable, well-supported, and continuously optimized to meet the needs of a rapidly growing user base.

The Application Support Manager oversees support strategy, project execution, user adoption, workflow optimization, and cross-team coordination. This role manages a small team of support technicians and acts as the point of escalation for complex issues, while also driving enhancements, documenting processes, and ensuring a smooth experience for productions, vendors, and internal teams.

Your Role Accountabilities…

Operational Leadership & Support Management
• Lead the support function for KeystoneMAX and related workflow tools, overseeing Tier 1 staff.
• Act as a primary point of escalation for complex or high-visibility issues involving productions, executives, or vendors.
• Ensure consistent, high-quality support through process documentation, training, and continuous improvement.
• Oversee user access controls including MFA/Okta permissions, account configuration, and vendor onboarding.
• Develop and implement issue reporting and tracking system for all users

Project & Program Management
• Coordinate with product, business, and engineering partners to ensure features, fixes, and enhancements are delivered on time.
• Manage 3rd-party contractors, and internal analysts/testers as needed.
• Support rollout of new KeystoneMAX workflows, integrations, and technology implementations.

Business Analysis & Workflow Optimization
• Coordinate with team members to research and document business processes, use cases, current/future states, and detailed requirements.
• Document workflows using diagrams, flowcharts, wireframes, and mockups.
• Conduct support response analyses for new features across users, systems, and departments.

User Adoption, Training & QA
• Coordinate with product, development, and build teams to develop and execute User Acceptance Test (UAT) plans for new releases.
• Run user training sessions, onboarding workflows, and documentation updates.
• Track post-deployment adoption and system performance; recommend follow-up actions.
• Ensure successful system implementation and high user adoption globally.
• Coordinate technical specification signoffs, and roadmap planning materials.
• Participate in stakeholder meetings and report status to Product Management.

Analytics & Reporting
• Develop performance and usage analyses of KeystoneMAX workflows.
• Track adoption, stability, and operational performance post-deployment.
• Identify recurring issues or bottlenecks requiring workflow or feature updates.
• Produce executive-level summaries, visualizations, and status reports.

Qualifications & Experiences…
• 3-5 years of experience in a similar role within media or entertainment.
• Expertise in requirements gathering: user stories, use cases, and functional specifications.
• Strong background in workflow modeling and process re-engineering.
• Experience building business cases, ROI analyses, and prioritizing strategic scope.
• Familiarity with media workflows (ingest, QC, localization, delivery).
• Understanding of AWS or hybrid cloud environments.
• Knowledge of Agile and Waterfall methodologies.
• Experience with tools such as Telestream, Colorfront, Amberfin, RadiantGrid, Resolve, Adobe Premiere.
• Proficiency in Microsoft Office, including Excel, PowerPoint, Project, and Visio.
• Knowledge of the international television business.
• Passion for media technology and studio operations.
• Familiarity with content supply chain or editorial workflows.
• Excellent communication skills across executive, technical, and vendor audiences.
• Strong customer service orientation.
• Ability to manage multiple priorities and deadlines.
• Strong analytical and critical thinking abilities.
• Ability to work independently with minimal guidance.
• Ability to prepare presentation-quality documentation.
• Highly organized with strong attention to detail.
• Ability to maintain confidentiality.
• Comfortable working in iterative, fast-changing environments.
• Willingness to support users across global time zones when needed.