Offer summary

Qualifications:

7+ years of experience in engineering or application support, preferably in retail or eCommerce., 2+ years in a Lead or Manager role overseeing enterprise-level applications., 3+ years of hands-on experience with cloud platforms like Salesforce, AWS, Azure, or GCP., Proven track record in managing application uptime, stability, and performance in complex IT environments..

Key responsibilities:

Manage and mentor a high-performing team of support engineers, promoting collaboration and continuous improvement.

Oversee the end-to-end support lifecycle, managing SLAs and conducting Root Cause Analyses for critical incidents.

Maintain KPIs for critical systems, proactively identifying and resolving performance issues.

Collaborate with cross-functional teams to ensure seamless transitions of new projects into steady-state support.

Job description

Description

At Torrid we're committed to cultivating a welcoming, inclusive and diverse culture driven by a focus on open dialogue, empowerment, recruiting, training, development and retention. We believe inclusion of diverse backgrounds and perspectives is fundamental to our success.

We’re looking for a strategic and hands-on Application Support Manager to lead the performance, stability, and reliability of our most critical business applications. In this role, you'll be the driving force behind keeping our systems running smoothly, minimizing downtime, resolving complex issues, and ensuring a seamless experience for users across the organization.

What You’ll Do:

Lead & Mentor: Manage and grow a high-performing team of L1–L4 support engineers, fostering a culture of collaboration, accountability, and continuous improvement.
Incident & Problem Management: Own the end-to-end support lifecycle—managing SLAs, enforcing escalation protocols, and publishing detailed Root Cause Analyses (RCAs) for critical incidents.
Performance Monitoring: Maintain KPIs across all critical systems to ensure high availability and uptime. Proactively identify and resolve performance bottlenecks before they impact the business.
Cross-Functional Collaboration: Partner with development, infrastructure, and business teams to ensure scalability, resilience, and seamless transitions of new projects into steady-state support.
Automation & Optimization: Maintain and enhance in-house automated maintenance processes for various applications to drive efficiency and reduce manual intervention.
Release & Deployment: Work closely with developers to streamline deployment processes and minimize production disruptions.
Monitoring & Alerting: Implement and manage monitoring tools such as Datadog, New Relic, Prometheus, ELK, or Grafana to enable visibility and rapid incident response.
Security & Compliance: Ensure best practices for infrastructure security, patching, secrets management, and vulnerability mitigation. Support compliance initiatives such as SOC 1/2 and ISO 27001.
Vendor Management: Own relationships with third-party vendors for off-the-shelf software products, including contract negotiation, performance monitoring, and issue resolution.
Stakeholder Reporting: Provide regular updates and dashboards on application health, incident trends, and support metrics to senior stakeholders.

What You’ll Need:

7+ years of experience in an engineering or application support role, preferably within the retail or eCommerce industry.
2+ years in a Lead or Manager role, overseeing support for enterprise-level applications.
3+ years of hands-on experience with cloud platforms such as Salesforce, AWS, Azure, or GCP, including experience with infrastructure-as-code (IaC) and automation tools.
Proven track record managing application uptime, stability, and performance in complex IT environments.

What You'll Get:

A culture where people are accepted and encouraged to be who they are.
Competitive compensation, 401k with company matching contribution, plus potential to earn company performance-based bonuses.
Comprehensive wellness package including, medical, dental, vision, and Flexible Spending Account
Generous 50% employee discount and access to employee-only sales.
Support the causes you’re passionate about. We pay you up to 32 hours annually for volunteering your time in the community.
Tuition reimbursement program
Employee Assistance Program (EAP) - Aimed at helping employees address a variety of personal and family issues including legal financial consultations, mental health services and more.
Discounts on cell phones, and computer purchases, entertainment tickets and more.
Pet insurance for your fur babies.
Work and learn alongside industry-leading executives while making huge strides in impacting the lives of women.
You’ll be challenged and grow. Opportunity for upward mobility is available at all levels of the organization.

We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status. If you are unable or limited in your ability to use or access www.torridcareers.com you can request reasonable accommodations by sending an email to [email protected]. Only messages left for this purpose will be returned. Salary range $145k - $183k Our company participates in E-Verify. If the links below do not work, please copy and paste the following URLs in a new browser window:

E-Verify Poster: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
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EEO Poster: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

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