Application Support Manager
Las Colinas, TX (Hybrid - must be local)
JOB DESCRIPTION
The Application Support Lead/Manager will be responsible for providing leadership and management for the Application Support team. This role will be responsible for leading/managing the Application support resources (Onshore and Offshore). This position is responsible for providing the highest quality application production support to all locations and employees. This position will be a member of the Application Support team and report to the Director of QA and Application Support. The primary duty is to handle incoming queries and help with requests from end users. The candidate will be responsible for taking detailed notes of the problem the user is experiencing, determining steps they can take to resolve the issue, and managing the flow of incoming incidents/requests. You will adhere to established corporate management standards and guidelines while carrying out your responsibilities.
Essential Tasks
Work with the Onshore and offshore team members to track the work on a daily/weekly basis. Provide guidance to the team members.
Work with different Application Managers to address issues/escalations.
Comes with experience in Support and provides guidance on areas of improvement.
Good knowledge of working with Service Now, reporting via Service now.
Ensuring the incidents and Service requests are addressed within the defined SLA’s.
Receives and handles incoming issues for applications following agreed procedures.
Provides application production support for core applications that support the business including WMS, Karmak, Salesforce etc. among other applications.
Logs incidents and service requests and maintains relevant records.
Identifies and classifies incident types and service interruptions.
Records incidents cataloging them by symptom and resolution.
Acts under guidance to record and track reliability data for our services.
Escalates complex or unresolved incidents to Level 3 Application support.
Systematically interprets user problems and identifies solutions and possible side effects.
Records and tracks issues from outset to conclusion. (Problem Management Team Member)
During change, acts systematically to respond to the day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
Maintains records, informs users about the process, and advises relevant persons of actions taken.
Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
Responsibilities
Directly manage a team which would include Level 2 Application Support Analysts
Support, monitor, test and troubleshoot user and system related application and software productions problems. Escalates as appropriate.
Self-train and self-educate to better support the technology used to support operations locally and at the branches. Assist or train others on the systems and features.
Performs daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status. Ensures the requestor stays informed.
Establish and maintain a thorough knowledge of the organization and technology standards.
Responsible for communicating, promoting, and adhering to IT standards.
Analyze user needs, problem-solving and reach acceptable solutions.
Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
Contributes to creation of support documentation such as “Knowledge Articles”, “Process Flow Diagrams or Procedures”, or “RACI Charts”.
Always maintains a high level of system support and client satisfaction to end-users.
Champion the adoption of self-service analytic tools and reporting environments
General Attributes
Must be detail oriented, organized, service oriented and responsible.
Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Understanding the implication of new information for both current and future problem-solving and decision-making.
Able to motivate themselves and a team to work together in the most efficient manner.
Able to perform effectively with supervision, either independently or as a team member.
Comprehensive knowledge of supported applications.
Able to maintain confidentiality of information and systems.
Must be available and willing to work on weekends and holidays as we determine are necessary or desirable to meet business needs.
Will be required to always carry a cell phone and expected to respond to urgent calls in a timely manner. This may require remote or occasional on-site support.
Excellent interpersonal, written, and oral communication skills required.
Strong customer service and presentation skills.
Able to execute other duties as assigned.
Minimum Qualifications
Bachelor’s degree in relevant technical field preferred.
7 - 10 years of Lead/Manager experience related to handling onshore and offshore teams
Experience with industries such as distribution, supply chain preferred.
Strong troubleshooting/problem solving skills.
Professional communication and customer service skills both written and oral.
Strong organizational skills with a keen ability to prioritize and multi-task.
5+ years of providing IT customer training and mentoring.
5+ years of application support experience.
5+ years of experience with supporting users, remote and local, in an environment with more than 100 users.
Ability to focus on short-term and long-term goals simultaneously.
Ability to raise issues proactively and in a timely manner.
Ability to work well with others in a team-oriented environment.
Proficiency in the use of Google Mail/Drive, MS Office (Excel, Word, PowerPoint, Project), etc.
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About Irving, TX
Discover exciting job opportunities in the vibrant city of Irving, Texas! Known for its diverse community and thriving economy, Irving offers endless possibilities for career growth and development. With its close proximity to Dallas Fort Worth International Airport, major corporations, and charming neighborhoods like Las Colinas, Irving is the perfect place to advance your career. Explore job listings in this bustling city and be part of the dynamic energy that surrounds attractions like the Toyota Music Factory, the Irving Arts Center, and the Mustangs of Las Colinas sculpture. Embrace the blend of Texan hospitality and cosmopolitan flair that makes Irving a truly exceptional place to work and live. Take the next step in your career journey and find your perfect match in Irving, Texas!
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