What are the responsibilities and job description for the Java Application Support Manager position at Galent?
We have an immediate opening for a Java Application Support Manager with a leading American distributor of industrial parts and industrial technology headquartered in Birmingham, Alabama.
Java Application Support Manager
Contract
Birmingham, Alabama
Responsibilities
- Manage stakeholder expectations regarding the success of Application Support strategies and projects
- Work with key stakeholders including executives, senior leaders, and a variety of customers to identify, oversee, and deliver IT application support solutions that are effective and user-friendly, and support strategic initiatives, business outcomes
- Develop, track and improve key performance indicators for personnel and systems
- Supervise, mentor, and train application support personnel, which may include geographically dispersed personnel and contractors
- Work and collaborate with global teams to deploy, maintain, troubleshoot, and manage application systems
- Manage large-scale applications/systems / projects across multiple product lines/businesses, involving significant complexity.
- Develop and implement solutions for managing the busines application environment to include monitoring, reporting, system incident management and resolution
- Evaluate and improve on operational processes and metrics, procedure manuals, and systems/business process documentation
- Assign incoming cases to team, ensuring the resources assigned have the correct skill set and capacity to resolve application support issues and restore business capabilities
- Resolve customer issues, implementing and meeting L3 Application Support Service Level Agreements and improving Motion’s application support processes
- Collaborate with internal teams (Development, DevOps, Infrastructure, Product Management, Quality Assurance, Cloud etc.) on trending issues
- Ensure quality of case handling (incidents, problems, requests)
- Build relationships with the business units/users
- Manage delivery of minor application bug fixes, enhancements and continuous improvement around our products and service lines
Qualifications & Experience
- Bachelor’s degree in computer science, Business Management, Information Services or an equivalent
- Proven ability to lead application support teams and engage across business domains
- Requires 5 years of people management experience in an application support environment, preferably with co-located and remote direct reports.
- Previous experience with global IT service provider organizations, especially in an application support role is highly desired.
- Ability to consistently make decisions in a timely manner sometimes with incomplete information and under tight deadlines.
- Expertise with automating complex tasks and direct experience with API calls and SQL queries is a plus.
- Experienced in the management of Applications Support and Service Delivery Management using ITSM tools such as ServiceNow.
- Good functional and technical understanding of multi-tier application architecture