The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

We are seeking an Application Support Manager to join our IT Operations Team. In this role, you will be responsible for building and managing a team of application support specialists who ensure the smooth operation of our critical business applications. Your primary focus will be on maintaining application availability, resolving issues promptly, and creating focused communication for relevant business parties on the overall status of their applications.

The Application Support Manager would be responsible for developing a team with the following goals:

Application Support: Oversee the monitoring and support of critical business applications, including troubleshooting and resolving technical issues.

Incident Management: The Operations teams are responsible for issue management and resolution. Document application specific incident management processes to minimize downtime and ensure swift issue resolution and build out effective communication delivery to non-technical teams so that incident metrics and updates are meaningfully tracked.

Optimization and Continuous Improvement: Collaborate with cross-functional teams to identify opportunities for improving application performance, stability, and reliability based on trends within ticket resolution and incident management.

Documentation: Partner with Application Development and Application Administrative teams to maintain comprehensive documentation of application configurations, support procedures, and issue resolution processes.

Responsibilities

• Working with Application Development Leadership to understand support needs.
• Partnering with Operations Leadership to develop and establish onboarding procedures for support needs.
• Leading and mentoring team members to support application maintenance and production activities as required by the business unit.
• Developing, implementing, and maintaining policies and procedures to support Protective’s key application suite.
• Participating in problem resolution, root cause identification, and facilitating accurate and appropriate communication of remediation efforts.
• Assisting with the maintenance of relationships with vendors, and other IT Teams related to the functional area of support.
• Assessing team workload and allocating resources effectively to meet service level agreements and operational goals, understanding when and how best to grow the team to meet increased support demands.
• Perform other related assigned duties as necessary to complete the primary job responsibilities as described above.

• 7-10 years of experience working in technical environments
• At least 3 years of experience as a technical leader within Application Support
• Proven experience in working with .NET and the Microsoft suite preferred

Protective’s targeted salary range for this position is $97,000 to $122,575. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.

This position also offers additional incentive opportunities [through an annual incentive based on individual and Company performance.

Employee Benefits:

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.