Job Description
The Manager, Application Support is responsible for leading the processes and the Team responsible for Application Support, daily support and resolution of application and system issues that may arise across internally hosted, and SaaS based applications. This role leads troubleshooting efforts and provides root cause analysis of various application issues and works to proactively identify and reduce potential future problems.
The Manager, Application Support will oversee and liaise with business leadership, stakeholders and external partners in the areas supported by the various business applications. Leads regular production support tasks such as version upgrades, migrations, configuration changes, automation, recurring software/application releases, user provisioning, report writing, dashboard creation, and other application related functions. Also serves as the subject matter expert for capacity planning, performance tuning and release management for the applications under their purview.
Success in this role requires strong technical, application, team management, communication, documentation, organization, innovation, and cross-departmental partnering skills.
RESPONSIBILITIES
- Lead a team of five application support administrators that support the organization’s line of business applications within a Microsoft Windows and Public Cloud environment. Including, but not limited to:
- Enterprise Job Scheduling Automation
- ERP Systems
- Time and Attendance
- Payroll integrations
- Reporting
- SharePoint and Mobile Applications
- Other Internal and SaaS based applications
TEAM LEADERSHIP AND STAFF DEVELOPMENT
- Provide leadership and direction to members of the application support team, in accordance with the organization’s policies and procedures.
- Coach, mentor and develop staff, including overseeing new staff onboarding.
- Subject Matter Expert (SME) that trains/guides application support staff
- Empower employees to take responsibility for their jobs and goals.
- Delegate responsibility and expect accountability and regular feedback.
- Lead staff members to meet the organization’s expectations for productivity, quality, and goal accomplishment.
- Maintain employee work schedules including assignments, paid time off, telecommuting/hybrid work schedules and coverage for absenteeism.
- Review and rate the performance of employees on an annual basis
- Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication.
- Partner with senior management and human resources to identify the need for and plan disciplinary actions and/or improvement plans
- Monitor team support performance and promptly identify and address the root cause of missed SLAs, communication gaps and failures to meet expectations.
- Assist team resources in acquiring the needed skills/knowledge of the applications they are/will be supporting
- Instill/maintain a growth mindset within the application support team to create a culture of continuous learning and development.
TECHNICAL LEADERSHIP
- Lead application support for all relevant applications including installation, configuration, upgrades, modification, removal, application hardening, vulnerability remediation, and troubleshooting issues.
- Lead troubleshooting application and process issues. Conduct root cause analysis and proactively identify potential issues/problems; communicate concerns and solutions to IT leadership, vendors, developers, and internal stakeholders as appropriate. Provide technical support to teams or individuals within the organization, internal users and to external users when required.
- Lead application updates/upgrades and application changes for all relevant systems. Test and evaluate Applications to ensure compatibility with internal Hardware\Software and processes; follow appropriate change management processes for the same.
- Lead initiatives to improve overall application release quality, deployment and scalability
- Identify and lead automation of repetitive tasks and ensure scalable solutions that remove manual intervention.
- Recommend and assist with developing improvements around application support processes, tools, standards and the overall performance and level of support provided by the team.
- Lead the implementation and utilize support tools that monitor and measure the effectiveness and availability of core applications.
- Monitor error logs, system utilization and usage trends and report/escalate issues as appropriate; identify and correct anomalies when discovered. Monitor automated processes for specified systems and take action as appropriate to resolve any issues.
- Partner with software development teams, business analysts, quality assurance teams, production support IT teams, power users and other stakeholder inside and outside of IT to coordinate technical elements of enterprise solutions.
- Partner with Cybersecurity team to ensure applications are securely designed, configured, and delivered to thwart cyber threats and ensure compliance with privacy and legal requirements (SOX, etc.)
CONTINUOUS IMPROVEMENT, PARTNERSHIP, OUTREACH AND VENDOR MANAGEMENT
- Collaborate with relevant stakeholders in infrastructure, Cybersecurity, Incident management and IT stakeholders in resolution of application support issues/concerns.
- Collaborate with third party vendors to enhance the support and performance of applications offered to help the organization reach strategic goals and objectives.
- Manage the vendor relationship with third party application providers; monitor performance; serve as internal escalation point; ensure maintenance and changes are documented, planned and communicated.
- Lead, document and monitor project work plan progress to ensure projected timelines, resources and budget guidelines are on schedule and within budget
- Ensure technical documentation is being maintained for the configuration and support processes relevant to delivering enterprise applications
- Ensure the company’s change management, security policies and patch processes with respect to proposed or currently installed software applications are adhered to, performed, monitored, and tested
- Respond to requests for technical application services from internal stakeholders and estimate resources required. Negotiate priorities, product functionality, and project delivery dates. Resolve issues of conflicting requests from multiple departments.
- Manage resolution of production issues of different criticalities with appropriate urgency and maintain the application uptime as per defined SLAs
- Participate/own monthly/yearly audits for specific application controls.
- Proactively identify opportunities for system improvement, cost savings, process improvement, and training.
Compensation
Base Pay Range : $143,000 - $161,000
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of our total awards approach to compensation which is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses or incentives.