Appian Application Support Manager

Job Title: Appian Application Support Manager

Location: Germany / Europe (Remote)

Experience: 10+ Years in Application Support, Production Support, or Service Delivery

Language: German (C1/C2) and English (Professional Proficiency)

Employment Type: Full-Time

Role Summary

• We are seeking an experienced Application Support Manager (Appian) to lead the support, maintenance, and operational governance of business-critical Appian applications. The ideal candidate will possess strong expertise in Appian platform support, IT service management, stakeholder engagement, and team leadership.
• The role will be responsible for managing L2/L3 support teams, ensuring SLA compliance, driving incident and problem management processes, overseeing Appian platform health, and collaborating with development, infrastructure, and business teams to maintain application stability, availability, and performance.
• The successful candidate will act as the primary point of contact for German-speaking customers and business stakeholders while driving continuous service improvement and operational excellence.

Key Responsibilities

Service Delivery & Operational Management

• Own end-to-end support and maintenance of Appian-based applications.
• Ensure compliance with contractual SLAs, OLAs, KPIs, and service commitments.
• Lead service delivery governance and operational reviews.
• Develop and implement service improvement plans.
• Ensure high application availability, reliability, and performance.

Appian Application Support

• Manage L2/L3 support activities for Appian applications across development, test, and production environments.
• Oversee troubleshooting of Appian process models, records, reports, integrations, sites, document management, and data sync issues.
• Monitor Appian Health Check reports and platform performance.
• Coordinate Appian deployments, hotfixes, patches, and release activities.
• Collaborate with Appian development teams to resolve recurring issues and technical debt.
• Ensure compliance with Appian best practices and governance standards.

Incident & Problem Management

• Lead resolution of critical production incidents and major service outages.
• Act as the highest operational escalation point.
• Facilitate Major Incident Management (MIM) calls with technical and business stakeholders.
• Drive Root Cause Analysis (RCA) and corrective action plans.
• Implement proactive monitoring and preventive measures to reduce incident recurrence.
• Lead and mentor a team of Appian Support Engineers and Technical Leads.
• Manage performance reviews, career development, and training plans.
• Conduct workforce planning, shift scheduling, and on-call management.
• Identify capability gaps and drive Appian certifications and skill enhancement initiatives.
• Support hiring and onboarding of support resources.
• Serve as the primary contact for German-speaking customers and business stakeholders.
• Communicate incident updates, service performance, and improvement initiatives.
• Conduct monthly and quarterly service review meetings.
• Build trusted relationships with customer leadership teams.
• Manage escalations and ensure timely stakeholder communication.

Change & Release Management

• Govern application changes, releases, and deployment activities.
• Ensure appropriate risk assessment, rollback planning, and approvals.
• Maintain application support documentation, runbooks, and operational procedures.
• Participate in CAB (Change Advisory Board) discussions.
• Identify opportunities for operational automation and process optimization.
• Drive reduction of manual support activities through Appian and scripting solutions.
• Improve service efficiency through monitoring, analytics, and AI-assisted operations.
• Establish knowledge management and self-service capabilities.

Reporting & Governance

• Prepare and present operational and executive dashboards.
• Track and improve:
• SLA Compliance
• MTTR (Mean Time to Resolution)
• MTTD (Mean Time to Detect)
• Application Availability
• Change Success Rate
• Customer Satisfaction (CSAT)
• Present performance metrics and improvement roadmaps to leadership.

Required Qualifications

Experience

• 10+ years of experience in Application Support, Production Support, or Managed Services.
• Minimum 5 years of experience leading support teams.
• Experience supporting enterprise-scale Appian applications.
• Proven experience managing customer-facing support operations.

Appian Expertise

• Strong knowledge of Appian architecture and platform administration.
• Experience supporting:
• Process Models
• Records
• Interfaces
• Integrations
• Web APIs
• Document Management
• Data Fabric
• Appian Sites
• Experience with Appian Health Check analysis and performance optimization.
• Hands-on experience in Appian deployments and release management.

Technical Skills

• Understanding of cloud platforms such as AWS and Azure.
• Strong SQL and database troubleshooting skills.
• Experience with APIs, integration platforms, middleware, and authentication technologies.
• Familiarity with monitoring and observability tools.
• Experience with ServiceNow, Jira, Confluence, and DevOps tools.

Service Management Skills

• Strong knowledge of ITIL processes:
• Change Management
• Release Management
• Experience managing critical incident bridges and executive communications.

Language Skills

• German Language: C1/C2 (Mandatory)
• English Language: Professional Working Proficiency

Preferred Qualifications

• Appian Certified Associate Developer
• ITIL Foundation or ITIL Managing Professional
• PMP, Prince2, or Scrum Master Certification
• Experience supporting Appian Cloud environments