Benchmark IT Published: June 4, 2018

Technical Application Support Manager

Job ID:
4899
Date
2018-06-04

Description

Join a global firm investing millions to develop and support new technology to drive it's business forward!

We seek an experienced Application Support Manager to join their team on a long-term contract, contract-to-hire basis.

In this role, you will be responsible for managing critical support incidents for portfolio of global business applications custom-built on the Microsoft .net and Azure platforms. You will act as a point of escalation for complex support issues, and manage troubleshooting efforts across multiple global teams.

Responsibilities:

-Manage critical application issues escalated by global IT support teams, for locally supported solutions

- Coordinate efforts between global IT teams and vendors (i.e support, development, infrastructure, architecture, etc.)


-Manage communications, provide consolidated updates to leadership


-Act as a technical advisor/SME on key products within the application portfolio, manage issues troubleshooting/triage across multiple teams, drive efficient resolutions


-Establish relationships with key IT contacts, establish communications between teams


-Point person for coordinating heightened support post product release (Hyper-Care)


-Develop solid relationships with key IT contacts in global offices, become a trusted advisor with key contacts and stakeholders for the application portfolio

Skills: Management and Competencies

-Experienced cross functional issue coordinator/manager


-Highly technical role, experience with supporting complex server and desktop applications (Microsoft custom software environment experience highly desired)


E-xcellent written and verbal communication skills with the ability to document and communicate technical information to IT Leadership, the business, developers and support staff


-International experience with the ability to work in a diverse work environment across cultures and time-zones; available to travel (internationally) at short notice and host/attend international calls outside of standard working hours

Qualifications

-Minimum five years' experience as a Senior Support Lead / Manager with experience in the support and delivery of enterprise systems with an emphasis on globally available applications

-Solid overall technical application troubleshooting skills including experience with SQL Server, Microsoft Windows Server, IIS, desktop, networking, etc.


-Confidence in dealing with staff, managers and IT leadership
-Strong written and verbal communication skills required

Job ID: 4899
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