Solution Engineering Manager - Application Maintenance

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must continue to anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

IT and Digital works seamlessly to support and facilitate the National Grid group of diverse energy businesses to deliver technology which revolutionises the way we operate. As we lead the charge towards a carbon-free future, our teams are pioneering disruptive changes to our industry by working with agile methodologies and adopting digital mind-sets to drive efficiency, effectiveness and bring new capabilities for our internal and external customers.

Our work here is critical. National Grid moves energy to millions of homes and businesses in the UK and US and the technology we utilise to complete that task is down to us. This role is at the centre of facilitating the energy revolution and enabling National Grid to continue to be a leading multi-national energy company. It's imperative that you have a passion for energy and solving the problems of today, tomorrow and beyond to ensure a secure, reliable and accessible energy system for all.

This role operates under a hybrid working model and is open to candidates based in either our Waltham, MA office, Brooklyn, NY or Syracuse, NY offices. Hybrid work expectations are subject to business needs and company policy.

The Problem Management team is responsible for delivering robust and effective problem management across the National Grid IS Ecosystem resulting in the provision of stable and reliable IS Services to the National Grid business.

Your focus will be on ownership of assigned problems and driving a thorough business-led root cause analysis for those problems to minimize the future impact of incidents, and to identify and address contributing factors to the root cause.

In addition there will be an increased focus on proactive analysis where the intent of the Problem Management team is to remove the causes of incident before they have had a detrimental impact.

• Own application maintenance for Customer Billing and Meter-to-Cash, ensuring availability, service-level performance, minimal disruption, and alignment with business objectives.
• Lead incident resolution, problem prevention, service reviews, capacity, recovery, continuity, and support readiness; use measures and root-cause analysis to drive accountability.
• Build trusted relationships with business executives, technology leaders, vendors, and delivery teams; present portfolio status, risks, priorities, and recommendations.
• Manage financial plans and targets, assess industry trends, and ensure system, technical, and product architecture supports business strategy.

Service Management, Vendor Governance & Compliance

• Govern ITSM practices across incident, problem, change, release, request, knowledge, configuration, and service-level management; maintain accurate records, documentation, configuration data, and audit evidence.
• Lead major incidents and production changes through risk assessment, approvals, readiness validation, implementation oversight, rollback planning, stakeholder communication, and preventive action.
• Manage multi-vendor, onshore, and offshore delivery; enforce contracts, service levels, staffing, skills, knowledge transfer, escalation coverage, continuity, and corrective action.
• Own SOX, cybersecurity, privacy, and regulatory compliance, including access governance, segregation of duties, privileged access, changes, job processing, interfaces, evidence retention, audits, risk remediation, and control effectiveness.

Improvement, Transition & People Leadership

• Own the improvement roadmap, using service trends, control findings, stakeholder input, and industry practices to prioritize measurable reliability, productivity, recovery, change, control, and customer-experience outcomes.
• Advance AI, AIOps, monitoring, self-healing, workflow automation, and operational tooling; manage technical debt and lifecycle plans for modernization, upgrades, retirement, or replacement.
• Partner with delivery, architecture, and engineering teams to establish operational acceptance criteria and transition supportable, scalable, secure solutions into production.
• Lead and develop a high-performing, inclusive support organization through clear accountability, workforce and succession planning, coaching, training, cross-training, knowledge management, documentation, and continuity planning.

• Bachelor's degree in computer science, engineering, or related field; master's preferred.
• 10+ years in technology supporting large-scale, business-critical enterprise applications and 5+ years leading application maintenance or support organizations.
• Experience directing distributed U.S., managed-service, and offshore teams; managing vendors, budgets, forecasts, and expenditures.
• Strong knowledge of ITIL, incident, problem, change, and release management, plus Agile delivery methods including Scrum and Kanban.
• Proven regulatory, compliance, and audit experience with excellent executive communication, presentation, negotiation, facilitation, consensus-building, and team leadership skills.

Preferred Qualifications:

• Utility experience supporting CIS, billing, customer care, collections, payments, supplier services, or Meter-to-Cash processes.
• Experience with Customer/1, CSS, CRIS, SAP IS-U, Oracle CC&B, Kraken, or comparable CIS platforms and integrated mainframe, distributed, network, and architecture environments.
• ITIL, PMP, Scrum Master, SAFe, Agile, or Lean Six Sigma certification.
• Experience with ServiceNow, Splunk, Dynatrace, AppDynamics, AI-enabled support, AIOps, or automation.