MANAGER, IT APPLICATION SUPPORT, SR.

Job Summary

SUMMARY
As a Senior Manager Application Support, you will build and lead a team of Application Support Engineers, responsible for managing the resolution of application and system technical issues that arise across the business. You will influence executives and technical leaders, work across organizational boundaries, and align team with significant goals and business priorities. You will demonstrate leadership, communication, and people management skills, and deep understanding of product development. This hands-on role will drive a high-performing team for L3/L4 continuous support doing Problem deep dives and corresponding analytics to complete root cause analysis, root cause fixes and/or customer mitigation solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES List the major responsibilities/duties in order of importance.  Indicate the percentage of time, on an annual basis, that the job requires for each stated responsibility/duty.  Refrain from listing responsibilities/duties that reflect less than 5% of the job.  These statements are not intended to be an exhaustive list of all requirements for this position and shall not be held to exclude other duties not mentioned.
 
%    Responsibilities/Duties
 30    Service Accountability – Lead a team whose mission is to manage data analysis and resolutions highly performant, scalable, and reliable.
Oversees the day-to-day operations of Application Support Engineers and provides supervision, guidance, coaching, recognition, motivation, and training to department personnel; Coordinate with other departments to meet the needs of the team.
Incidence and Problem Management - Lead the team to own and respond to customer incidents/problems within the agreed-upon SLAs.
30    Technical Expertise – maintain a continuous deep understanding of service topology and the dependencies required to troubleshoot issues and define mitigations. Solving technical challenges by analyzing, troubleshooting, and designing solutions while always thinking about reliability, scalability, resilience, security, and performance. Focus on engineering improvements to the systems that will eliminate whole classes of issues
Automation – Have a clear understanding of automation and orchestration principles, and will drive team to automate, wherever and whenever the possibility arises, while simultaneously eliminating technical debt.
20    Monitors team KPI performance to ensure goals are met and supports business efforts. Track and monitor the group’s and each team member’s productivity.
Cross-team collaboration – engage and present to a wide variety of audiences, ranging from individual contributors and teams to senior leadership
20    Provide hands-on proactive research and analysis on issues reported that may affect customer-facing applications; share technical insights and reporting to the Incident Management and resolver teams to identify root cause and recommend solutions.

Area of expertise (Skills)

JOB IMPACT To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the level of financial impact this job has on the organization. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
q  Specify the measure and size of this job’s financial responsibility.
−     While this role does not directly manage projects/budgets, its contributions are extremely instrumental for the company’s financial revenue by resolving or mitigating the technical issues that affect service recognition or revenue loss.

q  Describe any responsibility for design/development of programs/strategies/policies.
−    Case/tickets research, order management failures research, root cause analysis, and recommendation
−    Code debugging is needed to troubleshoot
−    Ensuring to maintain team efficiency while accommodating client requests both for new responsibilities and process changes
q  Describe any responsibility for implementation and/or administration of programs/policies/procedures.
−    Managing team schedule to consider member requests, as well as maintain a high-level of support availability
−    Keeping track of team performance to make sure we're operating at an optimal level, guaranteeing client expectation
q  Describe the kinds of decisions made by the incumbent as well as the recommendations referred to the next level of management or others for approval.
−    Manage projects through requirements gathering, design, develop, test, and implementation
−    Create technical documents and procedures for new or modified functions and processes
−    Prepare proposals outlining options, benefits, risks, plan, and recommendations
Decisions Made by this Position:
Decisions made regarding the design and development of various initiatives. Suggesting a better way to represent the information for the customers and less impact on the representatives. And to find and possibly mitigate or fix where there is a gap in the Clarify system to ensure Customer Delivery Success.
 
q  List the direct and indirect positions reporting to this job.  Please include any areas that this position provides with functional guidance.
−    Application Support Engineer, Agent Application Administrator, Junior Application Support, Lead Agent Application Support
q  List the most frequent internal and External contacts.
Internal Contacts (Please indicate the position/title):
-    Assoc Dir-App Support
-    CRM App Support
-    BRM App Support
-    OFS Production Support
-    Incident Management
-    Care Agents/Managers/Dealer Escalations
-    Carrier Operations
-    Database Operations
-    IT Data Services
-    IT CORE (SOA/Springfarm/MicroServices) Team
-    Intergate Services
-    Catalog Management, POSA/RTR
-    QE Engineering
-    Helpdesk
 External Contacts (Please list name and/or type of organization):
-    Dealer Support Vendors
-    All our call centers

Other Skills and Experiences (Min)

QUALIFICATIONS  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
q  List the minimum formal education, if any, required to perform this job.
                               
Bachelor’s Degree in Computer Science, MIS or related technical discipline or equivalent combination of education and experience
     
q  List the minimum experience required to perform this job.
−    BS degree in Computer Science or related technical field
−    8+ years of Oracle PL/SQL Developer experience.
−    4+ years experience of leading or managing a team of software engineers building Oracle PL/SQL data solutions
−    4+ years experience working in an operational environment and Customer Service related mission-critical tier-one services with associated on-call responsibilities.
−    Strong problem-solving and analytical skills, detail oriented individual
−    Solid understanding of ITIL Framework Service Operations, especially Request, Incident, Problem and Change Management processes
−    Understanding of microservice design patterns and service-to-service communication protocols.
−    Nice to have experience in Data Analytics
−    Excellent communication and interpersonal skills
−    Ability to organize and manage multiple projects, setting priorities and being collaborative under bold timelines
−    Strong knowledge of database management and design
−    Proficiency in writing and reviewing requirements, functional specifications, and design documents
−    Experience with Atlassian products (Jira, Confluence, Bitbucket)
−    Agility to adapt to new environments, technologies, and processes quickly
q  List minimum of reasoning ability and special skills including language, technical and mathematical required to perform this job.
−     Solid understanding of data structures, algorithms, operating systems, networking, programming languages like C/C++; Java and distributed systems fundamentals
−    Must be well-versed in writing SQL Queries in a RDBMS environment
 
q  List minimum job content knowledge required to perform this job.
−    Strong understanding of databases systems, storage, and distributed persistence technologies especially in cloud
−    The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful solutions.    
−    Must be knowledgeable on Clarify systems and testing/QA  job in the Telecommunication area
−    Leadership and project management skills              
q  Describe any physical demands required to perform the essential functions of this job.
−    Must be highly motivated, willing to work evenings/Weekends as needed.

Education