Director of Application and Support Services

Prefer local candidates or candidates willing to relocate.

Job Description : Position Overview

Position Overview

The primary responsibility of the Director Application Support & Services is to oversee all aspects of IT Application support team.

The Application Support Director will develop, deliver, and handle creative, cost-effective solutions. This role will leverage data to drive decisions, explore solutions, create lessons learned, understand failures, and improve manual activities with automation.

This position requires someone well-versed in leading teams, customer support triage, supporting technology solutions and services in a fast-paced environment.

These services should also be delivered safely with the critical role of protecting information and systems securely against the growing risk of viruses and other security threats.

The role will work to drive faster change adoption and improve the experience of our people who are impacted by change. The Director of Application Support will include administration, configuration, integration, and support of the application lifecycle.

Deliver a transition methodology to intake responsibilities of long-term support of application platforms. Development of SLAs that support proactive and efficient IT response for problem management and incident management as well as capacity planning.

Assessment and planning of new business requirements that support the continual improvements of application support, development of enhancement roadmap and oversight of maintenance processes along with responsive L4 support for incident resolution are key elements to this role.

This position utilizes influence and collaboration with Cyber and IT team resources to maintain a high level of operational capability for enterprise applications.

Essential Duties & Responsibilities

Support the IT Operations function with it’s primary goals of RUN, MAINTAIN and SUSTAIN

Deliver all application services to customers within or exceeding SLAs

Utilize influence and collaboration with other IT team resources to execute technology standard operational processes.

Facilitate product roadmaps, vision, requirements through meetings and workshops at all user and management levels

Partners with the executive sponsors to communicate program goals, objectives and potential outcomes.

In collaboration with Enterprise Architects, defines the product vision, roadmap and growth opportunities

Design and deploy application support platform integrations for major software platforms in-house and with the MSP.

Perform day-to-day release management on multiple platforms,

Coordinate with testing and packaging team and vendors to resolve batch / application / environment issues.

Proactively identify and communicate issues leveraging standard tools, and work to resolve issues with release versions by liaising with vendors.

Supports or leads as needed resiliency events (Disaster Recovery, Sustained Resiliency).

Provide consultation and liaison to engineering, solutions and enterprise architecture team on product strategies and roadmaps.

Support and enhance the operation of applications through deployment of rich metrics and dashboards that represent the real-time state of the corporate environment.

Manage continuous improvement to the application environment, designing integrations to new applications in both perpetually licensed and SaaS products.

Ensure configurations and integrations for SaaS, PaaS and IaaS application related services are operating in accordance with company SLAs and best practice.

Providing technical support to end users through communication, training, and troubleshooting

Planning and coordinating the deployment of new enterprise software applications across an organization

Creating reports on performance metrics in order to identify opportunities for improvement

Provide engineering collaboration and support for products in the O365 / Azure environments and associated platforms / CIs.

Coordinate development and maintenance of standardized application monitoring baselines that improve reliability and optimization of the products.

Facilitate service / support needs with service providers, vendors, and other peer teams through collaboration and effective communication.

Provide L1-L4 support via direct resolution and engagement with vendors.

Work with IT Architecture and Engineering teams to build, test and roll-out enhancements.

Proactively identify gaps, risks and issues and escalate to management accordingly.

Contribute to the continuous testing, improvement, and implementation of cloud-based services.

Perform job duties in a safe manner.

Attend work as scheduled on a consistent and regular basis.

Perform other related duties as assigned.

Technical Skills

Candidates should demonstrate technical acumen across several of these disciplines :

Strong understanding of software lifecycle planning,

Ability to define and implement support SLAs for application platforms, including resource requirements in order to optimize support and build resiliency.

Strong understanding of application packaging, patch management and compliance platforms.

Experience with reporting design and development

Experience with service desk incident and request management, CMDB and problem management.

Able to provide Level 1-4 support for application platforms

Ability to manage deployment and upgrade work by testing, coordinating, building and adhering to project plans

Strong knowledge and experience of UAT testing methodologies

Minimum Qualifications

Proof of authorization to work in the United States

Preferred : BA / BS degree in Computer Science, Engineering, or related discipline

Experience managing software lifecycles for managed and perpetual licensed software

7+ years of relevant work experience with software management and automation tools such as, InTune, Jamf, Landscape, etc.

Experience managing roles and permissions in AD / AAD environments

Experience working in a cloud / hybrid environment.

Ability to think strategically in a highly complex environment and deliver concepts in clear, concise presentations.

This position requires someone well-versed in leading teams, customer support triage, supporting technology solutions and services in a fast-paced environment.

Assessment of new solution technologies, management of automated processes and responsive L3 / L4 support for incident resolution are key elements to this role.

Ability to lead, influence and mentor others.

Ability to effectively manage a team to deliver complex solutions in a cloud environment

Experience managing in a DevOps environment

Familiarity with regulatory requirements and controls for legislation such as : SOX and ISO certifications

Knowledge of software development lifecycles, key metrics and reports.

Ability to communicate clearly in a multicultural, multinational environment with both technical and non-technical business stakeholders, as well as executive level management.

Must be able to work varied shifts, including nights, weekends, and holidays.

In-depth knowledge of Agile process and principles

Attention to details : excellent organizational and time management skills

Sharp analytical and problem-solving skills

Passionate self-motivator that thrives on results

Strong communicator who can explain complex technical concepts to both IT management and business stakeholders in a consumable fashion

Domain expertise for Application Support, including improving the domain knowledge capabilities of the team members

Experience in designing and improving support processes in large IT organizations

Demonstrable experience building cross-functional partnerships

Highly organized and comfortable remaining so in multi-faceted environments while multi-tasking

Willing to work with remote teams in different geographies and time zones

Ability to provide understanding and direction in aligning the strategic roadmap with the business vision, strategy and priorities