IT Manager, Application Support
2 days ago
Summary:
- Responsible for providing Application Support in all stages of the Information Team Management (>5 people across regions)
- Capability to resolve incidents & minimize downtime by effectively managing & escalating issues through different support levels.
- Maintain high-quality support by implementing best practices and continuous improvement processes.
What you'll do:
The holder of the position is mainly responsible for the following areas in coordination with his / her superior:
- Responsible for providing Application Support in all stages of the Information Technology (IT) application life cycle related to Sourcing / Retail organization;
- Responsible for handle change requests, Service request and Incident tickets; ensuring proper ownership and closure of these request/tickets
- Responsible to create and secure appropriate approvals for planned and ad-hoc system changes
- Perform escalation procedures to senior levels, annual capacity planning & ensure high availability of system up-time
- Collaborate with Business Analysts, Architects, Application delivery teams to drive ITIL best practices through Agile methodology
- Confirm / Follow Service Level Agreements (SLA) with users, which includes the level of application support maintenance
- Create documentation of the support services to be delivered based on each application’s functionality
- Ensure Project Transition into Business As Usual follows the gate review
- Manage the vendors service quality, support standards in accordance to corporate policies and agreed SLA guidelines
- Formulate a problem solving & decision-making approach to handle issues for a given application’s issues.
- Assess the need of training and plan for training sessions
- Prepare & Present Weekly and Monthly Reporting keeping teams accountable for their tasks
- Support IT audit activities when required / Maintain clear visibility of Active User Account / Password guidelines & Roles assignment
- Strong team player managing a team of 6 people across regions
What you'll need:
- Degree in Engineering, Computer Engineering/Science or Information Technology
- At least 7 to 9 years of relevant experience in Application Support and Operations
- Experience with PLM is required (Centric Software, CBX, Bamboo)
- Experience in Sourcing operations/ Retail environment is a bonus
- Must have handled activities like incident management, problem management, release management, root cause analysis, deployment and monitoring;
- Understand Software Development Life Cycle SDLC, experience working with business users, various IT teams and vendors in managing the project cost and project risk
- Experienced with ERP ( SAP, PLM, Inhouse bespoke Applications ), Reporting domains
- Excellent team player with the ability to communicate across all levels within the organization
- Positive attitude & able to work under pressure;
- Managerial experience required
- Excellent technical troubleshooting & problem solving skills
- Good level in English is a must
- Strong interpersonal & communication skills.
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