Manager, Application Support Resume Samples

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L Bradtke

Leilani

Bradtke

628 Will Lodge

San Francisco

+1 (555) 304 1475

628 Will Lodge

San Francisco

Phone

p +1 (555) 304 1475

Experience Experience

Boston, MA

Manager, Application Support

Boston, MA

Effertz-Hettinger

Boston, MA

Manager, Application Support

Recruit, develop and retain staff, partnering with Senior Management, Recruiting and Human Resources. This includes on-boarding and orientation for new hires
Creating and maintaining a reporting library in various data management tools employed by Corporate Vendor Management
Liaising with the departmental Professional Practices Group to evidence oversight activities during internal audits and regulatory exams
Ensuring that policies, procedures and processes are fully documented, current and being followed
Strong working knowledge of Oracle E-Business Suite and working knowledge of OBIEE, Cloud and Custom application environments
Proven track record of building effective working relationships with internal and external stakeholders
Reviews and vets through impacts of requests for change ensuring proper risk mitigation in place for changes

New York, NY

Manager, Application Support & Ops

New York, NY

Ferry, Schmeler and Satterfield

New York, NY

Manager, Application Support & Ops

Provide thought-leadership in the areas of operational reporting and metrics, to improve existing metrics and identify future measurement opportunities
Develop training guides and support documentation with minimal direction from senior leadership and present formal and informal training classes
Manage a variety of diverse, and sometimes conflicting, requests, priorities, and activities
Serve as an escalation point for difficult problems and complex inquiries
Establish and maintain strong collaborative partnerships with peers, management, internal and external partners/vendors/suppliers to optimize operational activities and understand impact on EBS systems and operations from external projects
Responsible for defining, planning, and oversight of all application support activities for IT applications including troubleshooting, performance monitoring, recommendation of resolution, installation, and training
Build and lead a team of Application Support Analysts in the on-going Level 1 and Level 2 operational support for Enterprise Business Systems portfolio of applications

present

New York, NY

Senior Manager, Application Support

New York, NY

Crona Group

present

New York, NY

Senior Manager, Application Support

present

Assists manager in resolving high level conflicts or program issues by making decisions or negotiating with affected senior management
Resolves high level conflicts or program issues by making decisions or negotiating with affected senior management
Manages client impacting incidents including business impact assessment, technical resolution, engagement, and communications
Knowledge of incident, problem management, ticket, change, and risk management processes and tools
Provides technical and procedural training, coaching and guidance to support analysts
Improves quality and responsiveness of staff and resources
Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation's overall standards and operations objectives

Education Education

Bachelor’s Degree in Computer Science

New York University

Bachelor’s Degree in Computer Science

Skills Skills

Detail oriented with analytical proficiency; able to navigate ambiguous situations
Ability to prioritize work, hold others accountable and influence partners at multiple levels within the department
Flexible and adaptable in handling and implementing change
Strong oral and written communication skills
Ability to manage multiple projects in a dynamic environment with minimal direction
Proven track record of building effective working relationships with internal and external stakeholders
5+ years of reporting, analysis, and data governance experience

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15 Manager, Application Support resume templates

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Manager, Application Support & Ops Resume Examples & Samples

Build and lead a team of Application Support Analysts in the on-going Level 1 and Level 2 operational support for Enterprise Business Systems portfolio of applications
Directly oversee, mentor and develop the staff and supervise the support deliverables
Manage a variety of diverse, and sometimes conflicting, requests, priorities, and activities
Establish and maintain strong collaborative partnerships with peers, management, internal and external partners/vendors/suppliers to optimize operational activities and understand impact on EBS systems and operations from external projects
Oversee the Service Management processes and tools, including Incident Management, Request Management, Change Management, Problem Management, Availability Management, Performance Management, resource management, software currency and on-going operational reporting
Drive the Continual Improvement Activities for the areas of responsibility, helping to ensure that we are delivering increased business value though improvements in effectiveness, efficiency, cost optimizations and service automation
Gain understanding of business strategies/process and provide business initiative impact analysis
Provide thought-leadership in the areas of operational reporting and metrics, to improve existing metrics and identify future measurement opportunities
Communicate regularly with the customers to evaluate satisfaction and proactively identify upcoming needs
Must be able to work independently, deliver through the management of others and prioritize work effectively
Responsible for defining, planning, and oversight of all application support activities for IT applications including troubleshooting, performance monitoring, recommendation of resolution, installation, and training
Develop training guides and support documentation with minimal direction from senior leadership and present formal and informal training classes
Accountable to identify and mitigate risks to the service delivery and proactively address and resolve issues before they impact service levels
Guide the technical recovery of EBS major system outages, interfacing with numerous stakeholders including the outsourced service delivery, EBS application and support teams
Escalate issues and seek advice from Level 3/development team and senior leadership on complex issues or problems in a timely manner
On-call and after hours support, as necessary
Act as a subject matter expert on the EBS business and how it relates to their use of EBS IT suite of applications
Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats
Drive the monthly delivery of the Application Scorecards, in partnership with the Application Owners and Support teams
Provide input on the design of new/enhanced EBS IT applications by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications
Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines
7 years of experience in application support or service operations in a large enterprise environment
5 years previous experience managing large scale web-based applications
3 years people management experience, preferably managing application support or technical personnel
Knowledge of application monitoring and management tools such as CA Introscope, CA Customer Experience Manager, HP Business Availability Center, HP Openview and/or IBM Tivoli
Experience managing SOX financial systems is highly desired
Experience with the Disney Consumer Products IT systems
Experience or previous job history as a Business Analyst
Previous work experience with UNIX (Solaris, AIX, Linux) or Microsoft Windows system administration
Experience in an outsourced IT environment
Working knowledge of Service Now
Kepner-Tregoe Situation Analysis, Problem Solving & Decision Making
Networking or system administration certifications
Six Sigma training or certification
Bachelor’s degree or in a technology or business related field. Desired BS in Computer Science

Senior Manager, Application Support Resume Examples & Samples

Responsible for leading operations support activities provided to software engineering teams during the development cycle, and ensuring production applications perform at a level consistent with Rackspace’s demanding, global, 24x7 operational needs
Oversees maintenance and support and makes appropriate changes needed to meet requirements for development teams
Collaborates with application support leaders to ensure physical and human resources are in place to provide appropriate support levels for new product development
Manages personnel activities of application support staff
Excellent management skills with in-depth knowledge of computer operations/technology
Excellent time management, communication, decision-making, presentation and organizational skills
Ability to communicate technical info and ideas so others will understand
Ability to make appropriate decisions considering the relative costs and benefits of potential actions
Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations
Ability to coach and motivate less experienced team members to achieve their goals
Ability to establish a long term vision and execute it
Proven ability to think globally and address issues locally while motivating a team to act with speed, commitment, and consistency
Ability to determine global strategy, lead projects and guide direct reports in the following applications: Oracle EBS, Fusion Middleware, Salt, RHEL, NoSQL, MySQL, Git, Jenkins, Glassfish, and other business support applications
Ability to develop key relationships with other functional leaders in order to accomplish department goals effectively
Thorough understanding of deployment delivery methodologies including Agile, Waterfall, etc
Bachelor's degree in business or computer science and 7 – 10 years’ experience application support management required
A minimum of 4 years in a leadership role with relevant experience of increased responsibility
Proven record of success in leading and managing groups and projects
High School Diploma/GED required

Senior Manager, Application Support Resume Examples & Samples

Performs in-depth analyses on production problems, identifies root causes, and recommends solutions to resolve application malfunctions and prevent recurrence
Providing day to day operational support to the trading desk and required to work with both internal and external resources to resolve issues
Writes and executes unit test cases and assists the project team with integration and user acceptance testing as required to ensure that the application functions as per specifications
Completes project deliverables (e.g., assists in the building of project check lists) in order to contribute to project implementations. This includes ensuring that all connectivity and certification is completed
Accountable for managing application releases into both production and non-production environments and will be accountable for ensuring the health of the application environment post application releases as well as any infrastructure related changes
Assumes the role of Lead Support Analyst in major projects and initiatives, interacting and collaborating with team members and other departments, as appropriate, in order to gain knowledge relevant to application support (such as understanding new functionalities, what parts of the system is being changed, and required environmental changes) to ensure successful implementation of the environment changes
Participates in Disaster Recovery exercises, as a member of the technical recovery team or control center and contribute to the success of the Disaster Recovery tests
Manage a team of 2 or more individuals
Capital markets knowledge and experience with a focus on fixed income and derivative products. Interest rate swaps, swap spreads, swaptions (rate products)
Communication skills are very important as the candidate will be dealing with the trading desk on daily basis
Ability to multi-task, handle multiple issues
Candidate must be pro-active and consistently communicate and coordinate with the desk on upcoming internal and external (e.g. vendor, market centers) changes to applications and environments
Candidate must pro-actively monitor the application environment and engage appropriate teams on the timely resolution of issues. Candidate will make recommendations on how to improve the monitoring, performance and stability of the application environment
Candidate must document changes to the application and/or application environment (SOP, run book)
Exhibits solid knowledge of databases and database architecture
Ability to program using scripting languages for support purposes (power shell, bash, python, perl, ruby)
FIX protocol knowledge is an asset. The candidate will be reviewing FIX logs from application platforms
Knowledge of the following applications is an asset: Bloomberg (TOMS), eSpeed, Brokertec, TT, Calypso, and Broadway
Exposure/experience working with exchanges/marketplaces is essential. This includes the ability to
Setup users
Inquire about connectivity issues
Inquire about message related issues between exchanges and BMO
Request information from the exchange

Manager, Application Support Engineering Resume Examples & Samples

Manage department resources; define needs and hire quality team members; manage team schedules according to workloads and department needs
Manage performance for all direct reports
Enforce established process/create new process where appropriate
Ensure and manage professional development of team members
Perform additional management duties including approving employee time, expense reports, PTO, etc
Manage technical escalations
Drive supportability of products by partnering with engineering and marketing
Act as liaison between support engineering and all other Mobiliti engineering teams
Act in a fiscally responsible manner to ensure adherence to the department budget
Manage the creation and maintenance of support engineering process maps
7+ years experience in large scale client/technical support
2+ years experience in direct staff management

Group Manager, Application Support Resume Examples & Samples

Responsible for vendor based services/software (SAAS, ASP) production support used by fund accounting users globally
Manage day to day activities that require interaction/support from vendors and coordinate efforts across multiple bank technology and operations groups
Apply a collaborative approach to root cause analysis, ensuring all parties impacted by the problem are included in discussions and root causes are effectively communicated to interested stakeholders
Institutionalize problem management and root cause analysis best practices across vendors
Coordinate and lead RCA sessions related to Priority 1 problems and as requested, Priority 2 problems
Present root cause trends and individual investigation results to senior management as required
Identify trends and patterns within the root cause findings and corrective actions to initiate proactive problem investigations and reduce stability issues
Ensure all tasks have an auditable outcome that provides evidence of completion
Implement and manage enhanced control management program. This will include ongoing oversight of all changes into vendor environments, risk assessment and tracking of changes over their lifecycle
Drive effort to obtain more transparency from vendor’s applications/services real-time intra-day metrics on the health of their platform
Implement and Monitor/Manage more stringent SLAs requiring focus/time to align vendors to firm processes/standards which will include: Change risk management and risk classification, root cause analysis - improve quality of RCAs, more thorough analysis/monitoring of the health of their environment
Responsible for vendor compliance regarding firm information and cyber security policies, such as security exception tracking and approvals
Coordinate with Application Managers/production support teams for its interaction with bank owned/run systems
Coordinate production support incident response with vendor technology and support/operations services teams
Build strong network with technology and business partners
Lead the disaster recovery planning and testing and coordinate with other bank areas
Manages a small to medium sized group, multiple small teams, responsible to meet new and growing demands with a focus on vendor stability/resiliency to meet Bank standards, while addressing increased BAU activity
Act as mentor and coach to junior problem management staff
Provide training as needed to IT staff
Establishes and ensures compliance with bank policies and procedures for activities within the group
Extensive experienced in Service Support business (Banking IT preferred)
Team leadership in IT environments and the capability to interact successfully in a multi-cultural environment
High level of customer awareness and commercial focus
Ability to obtain results through influence
Advanced degree in computer science or a related discipline, or equivalent work experience required
10+ years of experience in information technology required, with a focus on production support, at least 2 years of experience managing and directing systems development or systems maintenance project teams, experience in the securities or financial services industry is a plus
Experience with and knowledge of change, incident or problem processes and tracking tools (such as Remedy)
Experience with high volume, large scale distributed architecture and solutions
Experience with these tools/technologies: Solaris, Linux, Windows, Oracle DBMS, load balancers, Dell Clerity Unikix emulation software, virtual servers (VMWare, Solaris CDOM/LDOM), IBM XIV SAN storage, MQ
Project Management experience an advantage
S/he must be an experienced decision maker who possesses strong analytical skills and decision making skills and provides appropriate counsel. Job holder must be able to think logically and quickly grasp new information

Group Manager, Application Support Resume Examples & Samples

Evaluates current application support methods and strategies and oversees implementation of changes and improvements
Establishes and ensures compliance with policies and procedures for activities within the group
Responsible for all aspects of the successful introduction of changes into the production environment
Define and oversee testing of disaster recovery and business resumption plans
Accountable for meeting defined service level targets for availability and recoverability

Associate Manager, Application Support Resume Examples & Samples

Bachelor Degree in educational area appropriate to work stream
2-3 years’ experience supporting Workday HCM and/or T&E in a production environment
Workday HCM/T&E implementation/project experience
Experience with configuration/maintenance of Workday integrations (outbound and inbound)
Experience with configuration/maintenance of Workday business processes
Experience with configuration/maintenance of Workday security
Consumer Products Industry experience desired
Preferred: Progressive responsibility in SAP environment
Good understanding of end-to-end processes
Good understanding of integrations
ITIL certification required
Effective communication and troubleshooting skills, relationship building skills, and the ability to work effectively in a team environment with both local and remote teams

Manager, Application Support, Acurian Resume Examples & Samples

Oversees the monitoring of application system alerts and messaging associated with reliability and data integrity. Address exceptions in a timely fashion
Proactively monitor the application systems to ensure their stability
Actively participate in the design and deployment for new systems
Tracks and reports on issue statistics
Manage, mentor and develop a strong team
Prioritizes issues as they are reported or captured
Analyzes and answers customer queries via phone and email
Advocates for customer-requested features and customer-reported bug fixes and their solutions in the development schedule
Communicates status updates on a regular basis
Troubleshoots, diagnoses and resolves application-specific support issues
Installs and maintains enterprise application software, application code deployments and configuration changes
Writes scripts to ensure appropriate deployment of applications and / or patches
Performs software evaluations of off the shelf products
Liaises with other internal groups or external vendors
Liaises with business groups to determine long-term issue resolution
Makes recommendations to improve existing processes and methods to sustain systems performance
Conduct root cause analysis of issues and develop permanent solutions to avoid a repeat occurrence
Proactively develops solutions to recurring problems
Setup monitoring to comprehensively maintain a high availability of the application suite in line with corporate SLAs
Manage the company’s information needs in the appropriate format; reporting, cubes, or databases. Assist in the design, development, and deployment of the end product
Assists Business Analysts in data mapping, problem solving or troubleshooting data issues
Participate in meetings with Business Analysts, Quality Assurance and other business teams to understand planned changes and develop proper methods to monitor and manage code rollouts
Provide on call support on a rotation basis
Document troubleshooting steps for future use when applicable
Support the administration, maintenance and troubleshooting of applications
Performing in-depth troubleshooting of impacting problems
Oversees activities related to maintenance of the application systems that are running the daily operation of the firm
Responsibilities also include oversight for the creation and maintenance of application Service Level Agreements, and root cause analysis documents
Assists Quality Assurance and Business Analysis by providing feedback on specifications and performing usability testing on proposed functionality changes
Develops custom testing solutions where standard test tools cannot adequately test application or infrastructure changes
Bachelor degree in Computer Science or other discipline or 4 additional years of relevant work experience
8+ years’ combined experience in application support and software development roles
Strong management skills to effectively prioritize issues, communicate with other teams and senior management and manage work load of team to minimize business impact from issues. A
Excellent consultative, verbal/written communication skills, analytical ability
Problem solving, initiative, judgment
Ability to effectively analyze technical /architectural options and define ramifications of choices
A strong focus on business outcomes
A Go-Getter Attitude and Aptitude

IT Service Manager, Application Support Resume Examples & Samples

Manage the relationship (relative to Operations & Maintenance (OM)) between the business customers and IT partners for assigned applications
Manage application - specific production support processes
Provide second level application support, coordinating the involvement of business and/or development resources in problem resolution as necessary
Continually develop support skills to minimize dependency on development resources
Assist OM team with problem triage, categorization (break / fix vs. enhancement), root cause analysis and ability to duplicate a problem
Work with business partners to ensure appropriate prioritization for scheduled maintenance, including coordination of priorities across applications when required
Coordinate business approval of production migrations (release entry framework)
Provide leadership in critical issue resolution during war room process
Facilitate the hand - off of new release functionality from the development team to the OM team
Facilitate the gathering of business requirements to support OM activities as necessary
Identify enhancements to improve supportability, operability or performance of applications (and develop supporting business cases for suggested enhancements)
Collect, analyze and report SLA and OM metrics data (and take corrective actions as warranted)
Resolve issues with application - level service performance
Identify, sponsor and implement continuous improvement initiatives within the OM unit
Manage a staff of direct and indirect resources for their assigned applications and manage established budgets and forecasts
Participate in the budget setting process including justification of planned staffing levels
Optimize the mix of resources to obtain maximum results at the lowest cost
Manage the release calendar for all OM activity (code fixes and work orders)
Ensure compliance with all Sarbanes - Oxley and other audit / security requirements
Manage the proper level of OM engagement in development processes to ensure that new applications / functionality are supportable following transition to OM
Participate in on - call responsibilities 24x7x365
Influence or provide input to forecasting and planning activities
5+ years of application development (or support) experience in a large enterprise environment
2+ years of experience leading teams and / or managing work direction for team members
Prior experiences leading distributed teams
Ability and willingness to hold on - call responsibilities to respond to system issues 24x7x365
Prior experience leading development and / or support for large, critical applications (preferably on multiple platforms)
Experience supervising / managing direct reports
Previous experience managing a remote team of resources including offshore team members
Previous budgeting experience
Development experience with Java, .NET, and / or AEM

Manager Application Support Resume Examples & Samples

Provide technical leadership of a Defect/Break-fix team to support ITG applications that will work in concert with the Application Development team
Review incidents, look for patterns, identity problems and formulate plans for resolution
10 or more years of relevant experience
Process improvement/automation experience
Timeshare experience is a plus

Manager, Application Support Resume Examples & Samples

Ensuring that policies, procedures and processes are fully documented, current and being followed
Evaluate data integrity, providing insight and guidance into departmental data governance practices
Creating and maintaining a reporting library in various data management tools employed by Corporate Vendor Management
Liaising with the departmental Professional Practices Group to evidence oversight activities during internal audits and regulatory exams
Evaluate available software solutions against process requirements to support department planning
Manage user access to employed software solutions; and
Supporting other ad-hoc requests
5+ years of reporting, analysis, and data governance experience
Proven track record of building effective working relationships with internal and external stakeholders
Flexible and adaptable in handling and implementing change
Must be a self-motivated individual who grasps concepts quickly, takes ownership of projects and processes and is a team player
Ability to manage multiple projects in a dynamic environment with minimal direction
Detail oriented with analytical proficiency; able to navigate ambiguous situations
Proficiency in Excel and Project required
Ability to prioritize work, hold others accountable and influence partners at multiple levels within the department
Bachelor’s degree required
Experience working in the financial industry or other regulated environment preferred
Experience with Ariba, Hiperos, and/or PeopleSoft is preferred
Project Management Professional (PMP) certification preferred

Manager, Application Support / Ownership Resume Examples & Samples

Manage and supervise six or more employees in roles responsible for
5+ years of experience managing a development Production Support Team in an IT organization
7+ years of professional experience supporting a technical product either as a manager or individual contributor
BS in Computer Science, Computer Engineering, Business Administration; or, equivalent work experience
Previous experience in a technical role as an individual contributor, such as an Application Specialist or a Software Engineer is desired
Demonstrated ability to implement continuous improvement projects
Experience leading an organization to 5-9's availability
Demonstrated ability to implement metrics
ITIL Practitioner and/or Expert Certification highly desired
This position is eligible for the Employee Referral Bonus Program

Manager, Application Support Resume Examples & Samples

Provide daily direction and communication to the team to ensure customer issues are addressed in a timely, efficient and knowledgeable manner
Ensure employees have appropriate training and other resources to perform their jobs; manage support operations to include the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs
Provide statistical and performance feedback and coaching on a regular basis to each team member; write and administer performance reviews for skill improvement
Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level
Actively manage work procedures and processes that support company and departmental standards and strategic directives; establish continuous improvement procedures to increase efficiency, improve the processes and policies
Manage client escalations by providing resolution or proper direction

Manager, Application Support Resume Examples & Samples

Supervise and manage the performance of Oracle, Cloud, OBIEE and Custom Application support teams
Recruit, develop and retain staff, partnering with Senior Management, Recruiting and Human Resources. This includes on-boarding and orientation for new hires
Create strong collaborative team environment
Proactively identify and resolve personnel issues in conjunction with Human Resources
Strong leadership and supervisory skills; ability to inspire and motivate others to accomplish common goals and motivate team in order to achieve results
Strong problem solving skills used to effectively influence decision making and identify the root causes of issues
Ability to develop and maintain monthly reporting metrics essential for analysis and improvement of the support process
Attention to detail, excellent follow-up skills, ability to multitask and meet deadlines working in a time-sensitive and high volume environment
Self-motivated, ability to work independently to complete tasks and respond to department requests and to collaborate with others to utilize their resources and knowledge of others to identify quality solutions
Proficiency in project management techniques and process
Broad conceptual knowledge of information technologies and methodologies, particularly with several different application systems
Strong working knowledge of Oracle E-Business Suite and working knowledge of OBIEE, Cloud and Custom application environments
Bachelor’s degree in Accounting, Finance, Business or Information Systems preferred
Minimum five years of working experience of Oracle/OBIEE applications

Manager, Application Support Services Resume Examples & Samples

Administers enterprise-wide application support of all software solutions, including configuration of commercial-off-the-shelf applications
Develops procedures, structures, and contracts for support, maintenance, and security of systems; recommends policy decisions in support of applications development to ensure that the development of applications stays on course with the vision of the organization and the Director, Application Development Services
Ensures standardization of procedures and quality of applications that are developed through testing
Explores innovations and trends in technology for institutional applicability; makes recommendations for hardware and software purchase according to computerized platform needs
Effectively manages Application Support initiatives and delivers on expectations regarding prompt response
Develops and lead process improvement initiatives
Administers application systems back-up and disaster recovery procedures and recourses related to the support of application development
Establishes and maintains a close working relationship with high-level staff throughout the Department of Education. Activities in this area include resolving highly sensitive and/or complex application support matters
Provides guidance, leadership, and mentoring to a team of Application Services professionals. Supports and develops the technical expertise needed to meet long-term business needs
Manages communications regarding technical and computerized platform changes within the Office of School Support Services
Plans, directs, coordinates, and reviews all the work activities of the application support teams. Meets with teams to identify and resolve roadblocks
Serves as a high-level subject matter expert within the OSSS group. Works on related IT issues and in collaboration with Operations and IT directors within school support services to effectuate streamlined service to the students of New York City
A baccalaureate degree from an accredited college and four years of experience as described in "1"above; or

Senior Manager, Application Support Resume Examples & Samples

Proficiency in Application Support
Experience in managing Level 1/2 application support personnel
Demonstrated ability to manage support initiatives and to lead geographically distributed teams
Knowledge of standard ITL process
Experience with industry standard Service Desk Tools
Ability to work in a matrix environment
Ability to accommodate diverse and global depart¬ments
4-6 years of relevant management experience in an application support position
Expertise and experience with complex technical activities
Understanding of Networking, DNS, IIS and DMZs
4-6 years in application support for one or more of the following areas

Manager, Application Support Resume Examples & Samples

Maintenance and Support – Provide application support for windows/.NET transactional oriented applications meeting defined Service Level Agreements and customer expectations. Investigates and implements efficient team responsibilities and work processes to meet the support objectives and to maximize team efficiency
Transition to Service Operations – Defines and evolves the project to service operations processes in an agile environment where change is nearly continuous. Champions the design for operations mindset within the project teams and applications owners to ensure that support and operations requirements are built into the project sprints
Continuous Improvement – Focuses team on root cause analysis, pattern identification and continuous improvement to optimize application performance, resiliency and reliability. Works with the application development owners to correct repeat issues, and educate both the level 1 and 2 support teams on how to handle application support issues
Associate Development – Mentors associates toward achieving business and personal development objectives. Provides consistent and clear feedback to team members on performance against goals and objectives. Assesses individual contributions and potential to develop associates including performance plans where necessary. Responsible for the organizations effectiveness including hiring, performance management and termination as necessary to improve the overall capabilities of the organization
Oversee and manage a team of production support analysts that resolve user and auto initiated incidents and requests
Reviews and vets through impacts of requests for change ensuring proper risk mitigation in place for changes
Troubleshoot/problem solve production issues as they arise
Improve upon existing support capabilities both at the Level 1 Support as well as within own team to ensure capabilities meet the needs
Ensure operational readiness of development efforts including monitoring, alerting, supportability of change
5+ years application support management experience
Development and/or support experience in .NET Framework (C#, ASP.NET MVC, Web API, Entity Framework)
Web services (WCF, SOAP, REST)
Relational databases (SQL, Oracle, SQL Server)
Experience with TSF
Must have strong written and verbal communication skills
Must be intrinsically motivated and detail oriented
Must be able to organize, multi-task and prioritize work
Must be willing to work some nights and weekend on-call support as warranted
Additional Desirable Skills

Senior Manager, Application Support Resume Examples & Samples

Leadership – Responsible for the oversight of Application Specialists staff to ensure the highest level of technology aptitude and professionalism. Develop and maintain successful relationships with internal and external constituents. Continually report issues and statuses to the Senior Director, Technology. Provide strategic planning support for the department for application management
Project Management – Provide oversight and direction of all application integration & improvement projects established by the Senior Director, Technology. Work with internal and external stakeholders to ensure projects stay within scope and on schedule
Oversee interactive, supportive, and responsive service environment – Ensures development, documentation, implementation and adherence to technology and security standards and procedures across all three Heritage College campuses. Collaborate with OIT to effectively utilize University resources. Ensure adequate training of users on applications utilized through the College to include faculty, staff and students. Provide level 2 support of any application related issues
Application Management – Oversee application management processes and ensure compliance throughout the 3 campuses of the Heritage College. Ensure configuration management of all changes within an application
Completed a Master’s degree
Project Management experience preferred

Senior Manager, Application Support Resume Examples & Samples

Provide thought leadership and championship in process improvement to automate, standardize, and document application support tasks
Leads other application support personnel (employees and contractors) assigned for the team
Coordinates scheduling of personnel to ensure optimal and adequate shift coverage
Performs 2nd and 3rd level support for application and platform incidents as needed
Ensures potential client impacting incidents are identified and remediated prior to client impact or remediated as soon as possible after issues arise
Develops and distributes performance metrics for services and reporting for the unit
Designs & implements customer satisfaction surveys and measurements
Assures Operations Run Book and other knowledge management documents are up to date
Provides technical and procedural training, coaching and guidance to support analysts
Plans and conducts performance appraisals and talent assessments of staff, recommends merits, bonuses and promotions and administers corrective actions when necessary
Extensive technical leadership skills including management of sustaining support for complex, enterprise level applications
Strong application development background with a solid understanding of development methodologies
Understanding of the design and implementation of proactive monitoring and health checks
Participate in the on-call rotation for application support of production-related issues 24x7x365
Experience with setup and tuning of application monitoring tools (AppDynamics, Keynote, Tivoli, Splunk, or similar)
Previous help desk experience and/or ITIL implementation
Experience supporting applications using the following technologies: Wintel, Linux, .Net, Java, MS SQL Server, DB2, IIS/Apache, Job Scheduling, FTP, SFTP
Knowledge of networks, such as different protocols (TCP/IP, UDP, ICMP, etc.), MAC addresses, IP packets, DNS, OSI layers, and load balancing)
Understanding of ANSI X12 transactions including 270/271, 276, 278, 820, 835, and 837 transactions
Experience with Mirth and ETL processing is highly desirable
Solid project management skills, especially in a cross-functional environment
Ability to work independently as a self-starter, and within a team environment
Healthcare IT industry experience, clinical and medical billing experience required
8+ years of IT management experience with background in application development and/or production support operational experience
8+ years of professional experience as a technical leader with a proven record of innovate solutions
8+ years in leadership position managing complex application support, managed service application sustaining support model
8+ years of relevant application or production support and incident management experience
8+ years of people management experience (hiring, developing, motivating, and directing)
5+ years of experience managing a remote/distributed/virtual teams
5+ years of experience with help desk ticketing (BMC, Cherwell, Service Management) and change control systems
5+ additional years of experience in software delivery utilizing current industry standards for automated builds, unit testing, source code control, continuous integration and change management and/or orchestration tools

Manager Application Support Group Resume Examples & Samples

Providing leadership and direct supervision of World Area Support Analysts carrying out production support for Global Oracle E-Business suite instance and peripheral applications for Emerson Automation Solutions
Management of team members processing and resolving Service Desk tickets within the parameters of agreed SLAs
Escalation and management of global issues
Be available on-call to cover weekends and holidays on a rotating basis
Advocate and ensure support team processes are followed to enable excellent service to end users
Works with internal and external colleagues and other teams to seek out and deliver continuous performance improvements and provide a seamless service to users
Maintains the structure of support within the ITIL framework ensuring Processes and Documentations are managed in an efficient manner
Optimizing team performance to meet global team goals through coaching, mentoring and other activities that contribute to building effective teams
Proactive and innovative continuous improvement efforts

Manager, Application Support Resume Examples & Samples

Manage against Key Performance Indicators benchmarked against the industry
Be a strong customer advocate and voice of the customer within the organization
Enforce established processes/create new process where appropriate
Manage tactical escalations in coordination with other teams as needed
Work across the organization to define, establish and support cross functional solutions
Establish strong working relationships with peers to drive customer oriented solutions which continually improve their support experience
Respond to occasional requests for additional off-hour work in the event of an emergency client incident or critical business need
Manage DCCS MW startup and validation tasks within Client SLA requirements
Enforce process and policies for platform validations following production and configuration changes
Performs duties as part of a scheduled on-call rotation in response to client incidents off hours (evenings, nights, weekends and holidays)
Coach, give performance feedback, motivate, and develop technical professionals
Previous experience using Case Management tools (such as Service Now), Knowledge Management tools, Process Management tools, and ITIL or similar best practices
Software application proficiency with Microsoft Office Suite including MS Excel & MS Word
Bachelor’s degree in in Computer Science or Business and/or relevant applicable work experience
8+ years’ experience in large scale client/technical support
3+ years’ experience in direct staff management
Experience using CRM, trouble-ticketing and change management tools
Experience working in data center or SaaS environments with rigorous operations, change and release management controls and processes
Results orientation with the ability to manage team to perform at a high level while overcoming technical and resource challenges and constraints
Process orientation with the ability to create, improve, communicate and oversee operational processes to ensure consistency and quality of service
Ability to manage escalations under sometimes stressful conditions associated with operating and supporting mission-critical production environments
Ability to develop and maintain positive working relationships with team, peers and customers
Detail-oriented with ability to execute complex, technical system administration procedures
Good understanding of ITIL framework and service delivery
Master’s degree in in Computer Science or Business and/or relevant applicable work experience
Experience with financial services and transaction processing systems

Senior Manager, Application Support IT, Nswtg Resume Examples & Samples

Ensuring high quality, consistent and timely service delivery of leadership, IT Application Support that is within budget, compliant with NSWTG’s strategic priorities and consistent with industry best practice
Monitoring, analysing and reporting on system performance
Engagement with NSWTG divisions to understand IT requirements and compliance
Establishing and maintaining strong internal and external stakeholder relationships
Contribution to major organisation changes

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