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Director - Corporate Applications Support
2 weeks ago
Prudential's purpose is to be partners for every life and protectors for every future. Our purpose drives everything we do, fostering a culture that celebrates diversity and ensures inclusion for our people, customers, and partners. We provide a platform for our team to excel and have an impact on the business, while supporting their career aspirations. We are committed to making Prudential a place where individuals can Connect, Grow, and Thrive.
We are in search of a Director - Corporate Applications Support to lead our team in the management and support of all enterprise applications. The role requires a blend of technical expertise, leadership capabilities, and a deep understanding of business processes.
Key Responsibilities:
- Leadership and Team Management: Guide and develop a high-performing support team for corporate applications. Cultivate a culture of continuous improvement, efficiency, and top-notch customer service. Collaborate with IT and business leaders to align support services with business objectives.
- Application Support: Supervise the support of enterprise applications organization-wide. Ensure prompt and effective resolution of L1/L2/L3 support queries and issues. Implement best practices for incident management, problem resolution, and service requests.
- Stakeholder Engagement: Engage closely with business units to grasp their needs and ensure the support team meets their demands. Communicate efficiently with stakeholders regarding application performance, issues, and resolutions.
- Process Improvement & Strategy: Establish and uphold policies and procedures for application support. Propel the adoption of new technologies and processes to elevate application support capabilities. Monitor application support metrics and institute improvement strategies.
- Budget and Resource Management: Oversee the budget for the corporate applications support team. Manage resource allocation, encompassing staffing, tools, and technology.
Requirements:
- Highly technical and analytical, with over 10 years of progressive technology implementation and operational experience.
- Self-driven individual with exceptional time management and organizational skills.
- Outstanding cross-functional collaboration skills, adept at building relationships and delivering results without direct reporting relationships.
- Solid sense of personal responsibility and commitment to delivering high-quality work, both individually and as part of a team.
Qualifications:
- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
- Minimum of 10 years of experience in IT application support or a related field, with at least 5 years in a managerial capacity.
- Demonstrated expertise in supporting enterprise applications and leading support teams.
- Thorough knowledge of the ITIL framework and experience in managing service delivery.
- Excellent leadership, communication, and interpersonal skills.
- Ability to collaborate effectively with IT and business stakeholders.
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