Manages one or more apps support teams
Provides technical oversight across systems and applications, leveraging skills across multiple apps support areas
Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads
Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes
Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution
Consults with the primary clients of the application in conjunction with development managers in order to understand the strategic objectives of users
Requires awareness of audit and compliance related issues
Contributes to formulation of strategies for apps support and other functional areas
Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover and resiliency
Ability to handle incidents, problems and change at a global enterprise level
Calm and analytical when faced with major incidents on critical systems
Responsible for delivery of end results and shares responsibility for budget management which directly impacts the apps support area; accountable for resource planning
Manages customer satisfaction requirements of operational procedures to achieve a suitable outcome for all stakeholders
Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis
Focus on people development, evaluating subordinates' performance and making decisions on pay increases, hiring, terminations and other personnel actions and deputize for the regional support manager

Requirements

6+ years of experience in an Apps Support role would be an added advantage, but not essential
Experience with people management
Knowledge with Automation, Unix, Autosys, Scripting, and Oracle
Highly assertive communications skills, commanding personality
Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication
Must show confidence in all communications
Experience with application support would be an added advantage, but not essential
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Consistently demonstrates clear and concise written and verbal communication skills
Ability to communicate appropriately to relevant stakeholder

Benefits

medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Apps SupportAutomationUnixAutosysScriptingOracleIncident ManagementRoot Cause AnalysisProblem ResolutionChange Management

Soft Skills

People ManagementCommunication SkillsAnalytical SkillsLeadershipDiplomacyCustomer SatisfactionPerformance EvaluationDecision MakingOrganizational SkillsConfidence