Application Support Manager

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Responsibilities Include

• Lead an internal team and manage external partner(s) to ensure delivery and continuity of application support, including incident management, problem management, & change management
• Regularly update senior management on service performance, issues, and initiatives
• Build new ways of working to reduce redundancy with automation and implement measures to enhance service quality while reducing costs
• Maintain and evolve strong onboarding governance as technology and support criteria improve
• Provide Technical leaderships skills to speak to all levels of the business and know the stakeholders running the business
• Reduce services costs through innovative ideas to drive improved performance of the services being delivered
• Participate in the resolution of complex tasks, activities or support issues that require increased leadership to ensure proper linkages across all stakeholders
• Identify areas for service improvement and implement measures to enhance service quality while reducing costs
• Understanding various technologies and infrastructure dependencies
• Participate in project working sessions to understand future changes being proposed to the supporting environment
• Build and Maintain application support documentation
• Participate in yearly audits
• Participate in Change Control Boards with IT Service management background with strong exposure to infrastructure technologies.
• Confident
  

Experience And Education

Required Qualifications to Be Successful in This Role

Must Have

• 10 or more years of IT experience in Application Development
• Minimum of 5 years experience in IT Service Management, with at least 2 years in a leadership role
• University degree or college diploma in a relevant field- Technology/Computer Science/Project management.
• Must have experience working with a third-party support team
• Must have SQL development skills accompanied by SAP ABAP skills
  

Other Core Qualities

• Managed an international team. A mature and self-motivated professional able to work in a fast-paced and constantly changing environment to consistently achieve results.
• Must have demonstrated strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements.
• Must have exceptional judgment and innovative problem-solving skills.
• Experience with presentation skills and strong document management skills
• Should possess a good understanding of project management methodologies and frameworks.
• Excellent team player and collaborator with leadership acumen.
• A focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness with ability to drive engagement with internal and external stakeholders to achieve delivery.
• Confident under pressure and maintains a positive attitude despite adversity.
• Able to speak to Senior Leadership Team regarding status
  

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