Job purpose
The Manager of Application Support will lead a collaborative team which provides Level 2 support to professionals on multiple business applications. You and your team will work on critical applications that are key to RMC’s success. You will be a versatile leader that displays ownership qualities and is enthusiastic to take on problems across our full-stack as we build the Regional Management of the future. You will be able to prioritize well, communicate clearly and have a strong track service orientated record of delivery and outstanding software engineering skills. You are also someone who loves to learn and is seeking better ways to do things.
Our technology team is focused on building and supporting technology products that delight our customers within both online and mobile channels. In addition, we provide our team members the necessary tools to provide outstanding experiences to our customers who prefer to interact with us over the phone and at our retail branch locations.
Duties and responsibilities
Manage a team of Support Engineers
Works directly with Level One Business Support Teams
Respond to incident tickets by communicating with the end users, gathering data, determining impact and priority of incident then work towards a resolution
Thoroughly troubleshoot incidents for quick resolution with or without vendor interaction
Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborates with Tech Leads and escalation resources when appropriate.
Actively participate in triage meetings to share knowledge with other engineers in order to resolve customer solutions efficiently. Shares best practices with team members. Act as technical resource for broad and complex issues.
Monitor application performance using various tools
Support standard business process on a repeatable schedule
Able to produce metrics and data to drive team focus and productivity
Supports the Configuration Management of various Applications within the RMC environment
Participate in the testing process through test review and analysis, test witnessing and certification of software.
Participate in daily planning meetings (if required) using the Agile Kanban methodology
Adhere to standard operating procedures for Release Management, Incident & Change Management
Provide technical support to project team members.
Other duties as assigned by Leadership
Minimum Qualifications
5+ years of managerial experience
Bachelor’s degree in Computer Science or related field or equivalent experience.
Experience in the Support environment working with both Business and IT team members
Experience working with an IT service management solution and following a structured change management process
Knowledge of MS Office products (Outlook, Word, Excel) is highly suggested
Strong in Microsoft SQL Server
Solid troubleshooting and problem solving experience required
Ability to communicate effectively with end users with strong service orientation
Must pass drug screen and other pre-employment screenings
Preferred Qualifications
Graduate degree and/or technical certifications.
Previous experience in consumer finance industry.
Financial Services Background helpful.
Experience working with Loan Management Systems a plus
Critical Competencies
Strong analytical and problem-solving skills.
Ability to adjust to a rapidly changing work environment.
Works in a collaborative environment, Self-Organized, Execution Driven, ability to multi-task
Working conditions
This position primarily works in an office environment, sitting at a desk, working on a computer.