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Application Support Manager Req #: 1017401
As part of Business Analytics Run team, the Application Service Manager manages a portfolio of Business Analytics applications. The Application Service Manager ensures that the operational services are delivered according to the expectation of the business, maintains close interaction with the suppliers and coordinates delivery of the most suitable services within the requirements of the business. The Application Support Manager is accountable for the monitoring of relevant KPIs and SLAs, drives stability, optimization, and application efficiencies while establishing a proper balance between cost and quality of the operational delivery performance of the suppliers. The responsibilities within this position include SLA management through SLA reviews with supplier partners. The Application Support Manager will manage the functional and operational coordination of supplier performance (monitoring, measuring, adjusting and reporting), advising leadership on Service Management best practices, managing the quality of delivery of services and products by suppliers within contractual boundaries. The selected candidate will also monitor cost and quality in relation to the services provided by suppliers, management of 24x7x365 application incident support, restructuring of applications to improve stability, reliability, and performance. The Application Support Manager will also be in charge of sun-downing of unused applications and components, application changes to support hardware and/or software upgrades, review of application changes for permanent fixes, completion of root causes analysis, and application improvements etc.
Basic Qualifications:
- Bachelor's degree
- Minimum 5 years of experience in application development, design, and implementation
- Minimum 3 years of experience performing in Application Analyst role
- Minimum 3 years of experience in Business Analyst or Application Architecture experience
Preferred Qualifications:
- Bachelor's degree in in Computer Science or related Information technology field
- Master's degree
- Minimum 3 years of experience trouble shooting/root cause analysis
- Minimum 3 years of experience working with service providers in onsite -- offshore model
- Minimum 3 years of experience in the execution of SOX ITGC Controls, including document
- preparation in support of various controls
- Experience supporting Business Analytics applications
- Experience supporting ETL applications
- Experience supporting client server applications
- Experience supporting large Data Warehouse type databases
- Experience working in Cognos or similar tools
- Experience working in DataStage or similar tools
- Experience working in a Unix environment (scripting and cron)
- Experience supporting mainframe hosted applications
- Experience in data modeling
- Strong knowledge of requirements gathering techniques
- Demonstrated leadership ability
- Strong ability to interact with business partners at various level
- Ability to indirectly lead a cross-functional team towards a common solution
- Experience in executing Project Management methodologies and techniques
- Ability to work within an offshore application development supplier engagement model
- Ability to multitask and work in a cross-functional setting
- Advanced problem solving skills
- Strong analytical and design skills
- Exhibit creative thinking while defining sound and practical solutions
- Self-starter with the ability to quickly learn complex business processes
Interested candidates can apply by visiting www.fcagroupcareers.com
