Manager, IT Business Solutions Delivery

We are seeking an experienced and highly motivated Manager, IT Business Solutions Delivery (Reporting Pillar) to oversee the maintenance, support, and optimization of business-critical reporting applications. In this role, you will manage a team of application support specialists, collaborate with cross-functional teams to resolve technical issues, and ensure business users can access reliable and accurate data. You will play a pivotal role in ensuring high availability and performance of enterprise applications & driving continuous improvement, managing service-level agreements (SLAs), and enhancing the organization's reporting infrastructure. This role often includes troubleshooting, resolving incidents, maintaining the Metrics & KPIs and collaborating with other IT and business teams.

Responsibilities:

• Act as the primary point of contact for functional application support across business-critical applications.
• Lead and manage a team of application support engineers to ensure prompt resolution of end-user issues, service requests, escalations and application-related incidents.
• Lead the team by providing direction, coaching, and performance/Metrics management.
• Maintain high system availability and reliability by managing support processes and coordinating with developers, business analysts & other stakeholders.
• Develop and maintain the policies & procedures towards availability of comprehensive documentation, standard operating procedures (SOPs), and knowledge base articles.
• Collaborate with business units to understand functional requirements, process flows, and application usage, ensuring alignment between application and business requirements.
• Analyze and troubleshoot functional issues related to application workflows, data integrity, user access, and reporting.
• Drive continuous improvement by identifying recurring issues, root causes, and opportunities to optimize application performance and user experience.
• Provide regular reports and metrics to senior IT leadership regarding application support activities and performance.
• Being immediate supervisor, directly responsible for the performance, growth & productivity of the team members, ensuring high quality output from the team members.
• Identify opportunities for process improvements, optimizations, and automation within the data quality and governance workflows, leveraging your deep understanding of the platforms.
• Partner with data governance, IT, business, and delivery teams to bridge the gap between technical requirements and business needs.
• Serve as a liaison between business users and technical teams, ensuring that both sides understand the evolving requirements and functionality of the platforms.
• Investigate root causes of data quality issues, such as process flaws, or gaps in user understanding.
• Work closely with delivery teams to troubleshoot and address challenges in data workflows, quality checks, and governance processes.
• Collaborate with stakeholders to align metrics, KPIs to monitor progress and drive improvements.
• Experience in Agile environments or working with cross-functional teams in iterative, fast-paced delivery cycles.

Basic Qualifications:

• Bachelors or Masters degree in a STEM field or equivalent experience
• Minimum of 8 years of development or support experience in relevant field
• Minimum 2+ years of leadership experience managing a global team

• Proficiency of SQL (Microsoft/Oracle/DB2/Postgre) and understanding of data integration tools
• Experience on developing or supporting Reporting applications such as Birst, PowerBI, DOMO, Tableau, SSRS etc.

• Excellent problem-solving and analysis skills.

Preferred Qualifications

• ITIL certification (Foundation or higher)
• Strong understanding of the relational database systems and application monitoring tools.
• Strong understanding of application architecture and enterprise software systems

• • Experience with cloud platforms, particularly Amazon Web Services (AWS)