The Application Support Manager is a hands-on leader in the IT group responsible for driving a high performing business facing application support team. The Application Support Manager uses a collaborative approach and ensures the continuous operation and delivery of IT services to support Landmark’s associates and members. This role will require the ability to effectively lead an application support team, identify and implement process improvements, and serve as a systems expert to support end user, infrastructure, and development teams.  The Application Support Manager will report to the Vice President of Software Engineering and Data.

1. Lead and manage the application support team, ensure proper support coverage, and create support processes that embrace continuous improvement.
2. Develop, track, and present KPIs and metrics for application support activities via dashboards.
3. Ensure proper handoff of applications as they move from implementation into support.
4. Lead vendor management efforts as appropriate to ensure application support team has the vendor resources needed to provide support of end users.
5. Ensure change management process is followed and production change documentation follows.
6. Deliver accurate and efficient updates to key stakeholders during application incidents.
7. Maintain knowledge of assigned applications and integrations; ensure proper use/configuration of applications through continuous training and related certifications.
8. Proactively recognize issues and resolve or escalate as appropriate.
9. Participate in an on-call schedule with a half hour response time to emergency calls and perform off-hours maintenance as required.
10. Complete and maintain accurate documentation.
11. Perform other duties as assigned.

Required Skills Required Experience

1. Associates degree with a minimum of 4 years of professional experience or a minimum of 6 years of progressive experience in an application support role.
2. Two years of experience leading a business facing application support team or similar IT support team.
3. One year of experience supporting a complex, multi-vendor application environment. Preferably core banking software and related applications and integrations.
4. One year of experience with ITIL based change, request, and incident management processes or similar IT service methodology.
5. Two years’ experience supporting on-premise applications hosted on Windows Server operating systems and applications hosted remotely in a public or private cloud.
6. Working knowledge of SQL databases and the ability to write queries for data investigation.
7. Knowledge of basic network configuration for troubleshooting application issues.
8. Solid analytical, problem solving and troubleshooting skills.
9. Valid driver’s license and reliable vehicle for travel to branches.
10. Must have a thorough understanding of company policies and procedures as they relate to the position. Must understand and comply with all job-related state and federal laws and regulations.

DESIRED CHARACTERISTICS:

1. Experience leveraging data/metrics to inform improvement opportunities and provide visibility to team performance.
2. Excellent verbal and written communication skills and the ability to work with stakeholders with varying levels of technical experience.
3. Demonstrated experience in balancing multiple priorities and managing a variety of projects in a high-volume work environment with strong attention to detail.
4. Ability to pick up new technical concepts quickly and cover a broad range of technical knowledge
5. Demonstrated maturity and understanding of the essential need to maintain confidentiality of member and organization information.

EO/AA Employer; including veterans and individuals with disabilities.

1. Possesses critical thinking and problem solving skills.
2. Possesses effective oral and written communication skills.
3. Possesses effective interpersonal relationship skills.
4. Technically competent in tasks within the scope of practice of a Diagnostic Radiology Technologist.
5. Ability to utilize computers for documentation purposes.