Senior Manager, Applications Support

Role Overview

• 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

Tech Stack

• Oracle
• Unix

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