Job Description
Job Description
HumCap's client, a growing SaaS company in the financial technology space, is looking to a hire a Software Development Manager.
This individual will help the VP of Engineering oversee a team of 60 onshore and offshore developers. This individual will be based in Southlake, TX and have strong communication skills.
Key Responsibilities :
- Team Leadership & Management :
- Lead, mentor, and manage globally distributed application support teams, with a particular focus on teams in India and Latin America (LatAM).
- Oversee the hiring, onboarding, and development of high-performing teams in multiple regions, ensuring effective collaboration and operational efficiency across time zones.
- Foster a culture of continuous improvement, providing regular coaching and development opportunities for team members.
- Application Support Strategy :
- Develop and implement a global application support strategy that aligns with organizational goals, ensuring reliable, high-quality service delivery.
- Drive the adoption of proactive monitoring and automated incident detection to prevent service disruptions.
- Continuously optimize support processes, leveraging industry best practices and emerging technologies to improve response times and minimize downtime.
- Incident & Problem Management :
- Lead the resolution of high-priority incidents and major outages, ensuring rapid root cause analysis and implementation of long-term fixes.
- Ensure adherence to ITIL processes, focusing on incident, problem, and change management.
- Establish a robust escalation process for critical incidents and ensure proper communication with business stakeholders.
- Collaboration & Stakeholder Management :
- Serve as the primary point of contact between application support teams, development teams, and business stakeholders to ensure smooth resolution of issues.
- Work closely with software engineering, infrastructure, DevOps, and other cross-functional teams to ensure continuous delivery of high-quality application support.
- Manage third-party vendor relationships, ensuring that external support teams meet SLAs and performance standards.
- Performance Monitoring & Reporting :
- Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure and report on the efficiency and effectiveness of the application support function.
- Regularly review application performance, identifying trends and areas for improvement.
- Provide executive-level reporting on support operations, incident trends, and performance metrics.
- Process Optimization & Automation :
- Lead efforts to automate repetitive tasks and manual processes, reducing response times and minimizing human error.
- Champion the adoption of DevOps best practices in the support organization, including the integration of continuous monitoring and feedback loops into development pipelines.
- Customer Service & Satisfaction :
- Ensure that the application support team consistently delivers exceptional service to internal and external stakeholders.
- Implement feedback mechanisms to continuously improve service levels and address customer needs effectively.
- Lead initiatives to enhance the user experience and improve overall satisfaction with application services.
Education & Experience :
- Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s preferred).
- 10+ years of experience in application support or IT operations, with at least 5 years in a leadership or managerial role.
- Proven track record of managing large, globally distributed teams, particularly in India and Latin America (LatAM).
- Extensive experience in hiring, onboarding, and managing offshore and nearshore teams, ensuring effective collaboration across time zones and regions.
- Proven ability to drive application performance improvements and handle high-priority incidents on a global scale.
Technical Skills :
- Deep understanding of application architecture, databases (SQL / NoSQL), cloud platforms (AWS, Azure), and enterprise IT infrastructure.
- Expertise in managing application support for both on-premise and cloud-based applications.
- Experience with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools (e.g., Datadog, Splunk, New Relic).
- Familiarity with DevOps and CI / CD processes.
- Knowledge of ITIL practices and frameworks, including incident management, problem management, and change control.
Leadership & Management :
- Strong leadership skills with a proven ability to build, mentor, and lead high-performing, globally distributed application support teams, particularly in India and LatAM regions.
- Extensive experience in scaling and optimizing offshore and nearshore teams to ensure high availability and operational efficiency.
- Experience in working with cross-functional teams, including software engineering, DevOps, infrastructure, and business stakeholders.
- Ability to manage vendor relationships, SLAs, and third-party application support services.
- Exceptional problem-solving skills with a focus on delivering results in high-pressure environments.
Communication & Collaboration :
- Excellent communication skills, capable of conveying technical concepts to both technical and non-technical stakeholders.
- Strong organizational skills with the ability to prioritize tasks effectively, manage multiple projects simultaneously, and meet deadlines.
- A customer-centric mindset with a strong focus on delivering high-quality service to end users and clients.
Strategic & Operational Skills :
- Experience developing and executing application support strategies, including proactive support models, continuous improvement initiatives, and automation efforts.
- Ability to drive performance improvements through root cause analysis, and the creation of metrics and KPIs to measure and enhance team efficiency.
- Experience in establishing and managing remote operations, ensuring smooth collaboration between teams in different geographic regions.
- Capacity to manage budgets, resources, and headcount effectively within a department.
Additional Requirements :
- Willingness to work in a fast-paced environment with potential 24 / 7 availability for critical issues.
- Experience in the financial, healthcare, or other highly regulated industries is a plus.
- Certifications such as ITIL, PMP, or relevant technical certifications are desirable.
- Experience in Supporting SaaS Product / FinTech / Hedge Fund / Private Equity (BigPlus)
9 days ago