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The Apps Support Senior Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval.
Job Responsibility
Manages one or more apps support teams
Provides technical oversight across systems and applications
Provides a holistic view of the production environment for both technology and business management
Provides guidance on feedback reviews with development managers
Performs controlled resolution of incidents and problems including prioritization and escalation
Consults with the primary clients of the application in conjunction with development managers
Requires awareness of audit and compliance related issues
Contributes to formulation of strategies for apps support and other functional areas
Champions stability initiatives to enable application high availability
Handles incidents, problems and change at a global enterprise level
Manages customer satisfaction requirements of operational procedures
Focus on people development, evaluating subordinates' performance and making decisions on pay
Performs other duties and functions as assigned
Appropriately assess risk when business decisions are made
Requirements
6-10 years experience in an Apps Support role would be an added advantage, but not essential
Experience with people management
Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications
Experience with application support would be an added advantage, but not essential
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Consistently demonstrates clear and concise written and verbal communication skills
Ability to communicate appropriately to relevant stakeholders
Bachelor’s/University degree or equivalent experience