Manager- Application Release and Reliability Operations

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What We'll Bring:

What You'll Bring:

Enterprise Applications Support

• Develop strategic and tactical plans for the onboarding, configuration, support, upgrade, and administration of enterprise application services.
• Provide 24x7 support for enterprise business applications, including incident response, rapid remediation of business-impacting incidents, root cause analysis, and researching solutions to prevent recurrence.
• Maintain high operational uptime rates for revenue-generating business applications through formalized monitoring, service restoration, and change execution programs.

Software Delivery Management (Release and Configuration)

• Partner with architecture and development teams to research new tools and technologies, providing recommendations for CI/CD of business software.
• Collaborate with product management teams for release and configuration management activities, including release scheduling, staging, deployment, and pre- and post-production activities.
• Review the scope of the build pipeline on an ongoing basis and create staffing plans to meet the release pipeline.

Automation and Tools Administration

• Research, develop, and roll out automation opportunities to improve IT capabilities and reduce operational costs.
• Provide ongoing support and administration for operations tools, including deployment, administration, monitoring, and application performance management tools.
• Identify and implement improvements in monitoring methodology, including tools, monitoring thresholds, and alerting.

Support Management

• Plan, coordinate, and supervise all activities related to the rollout and production support of business systems and applications.
• Create reports to track support metrics and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate with software/services vendors, clients, and internal support teams to prepare and implement support plans.
• Participate in capacity management processes to create software and hardware capacity plans. Review the capacity plan periodically to ensure adequate capacity is available to meet business needs

Impact You'll Make:

Continual Service Improvement

• Liaise with the PMO team and participate in project assessments to maintain enterprise applications alignment. Provide cost, resource, and time estimates from an application support standpoint.
• Perform periodic reviews and provide recommendations for improving business processes by leveraging existing IT capabilities and the ITIL framework.
• Define and roll out standard operational procedures, run books, and processes, ensuring essential procedures are followed.

Resource Management

• Lead and manage a cross-functional technical team comprising both onshore and offshore personnel.
• Recruit, coach, and counsel employees.
• Communicate job expectations and conduct periodic performance reviews.
• Ensure resources, capabilities, and capacity to meet both existing and new business demands.
• Develop resource plans, FTE allocation, and cost management.

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