Application Support Manager Job Description

Application Support Manager Job Description

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Application support manager provides expertise and influence in the development of network and server infrastructure and support in operating our enterprise data architecture.

Application Support Manager Duties & Responsibilities

To write an effective application support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included application support manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Manage process related functions around large scale events
Communicate closely with impacted groups to ensure all events are properly managed
Lead effort on Knowledge Management consistency and completeness
Work with Operations, vendors, BU, and other support teams to establish proper support model and escalation
General Technology Operations management
Handle escalations from the support team on an As Needed basis
Ability to understand vendor contract, Service Level Agreements, Key Performance Indicators
Manage approximately 10 FTEs and Consultants performing support functions
PTO (Permit-To-Operate) reviews and provide input to the design recommendations
P1Sxx Follow-up

Application Support Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Application Support Manager

List any licenses or certifications required by the position: ITIL, PMP, RHCE, V3, CSRC, ITSM, TDWI, UAT, SSL, CISA

Education for Application Support Manager

Typically a job would require a certain level of education.

Employers hiring for the application support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Education, Business, Technical, Engineering, Information Technology, Information Systems, Management, Financial Services, Business/Administration

Skills for Application Support Manager

Desired skills for application support manager include:

Operations Support
Applicable business areas
Applicable processes
Oracle
Relevant applications and development of life cycles
Supporting technology architecture
Network and PC operating systems
Overall business operating models and underlying technical architecture
SQL Server
System and software quality assurance best practices and methodologies

Desired experience for application support manager includes:

You will be a highly effective communicator with excellent relationship management and leadership skills
You will have ITIL v3 certified to Intermediate level or working towards certification with a proven track record of delivering best of breed production support
Work to improve system resilience
Supporting the technology associated with the daily operations within Russell in a timely manner to manage risk and ensure a reliable, scalable, production environment
Ensuring internal data integrity which includes daily global pricing, security master and many forms of trade data
Interacts with internal customers and external vendors to perform the support services

Application Support Manager Examples

1

Application Support Manager Job Description

Job Description Example
Our company is hiring for an application support manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for application support manager
  • Manage service delivery from our outsourced vendor partners
  • Manage life cycle of incidents including communication, investigation, and resolution
  • Manage SLAs with internal and external teams 3rd party vendors
  • Prioritization of new demand requests
  • Oversee daily operation of Market Risk systems in Production and Pre-Production, serve as a point of escalation for application incidents, driving the Post Incident Review process where the incident is customer visible, or where the incident would otherwise indicate systemic, structural or recurring problem characteristics
  • Establish and maintain relationship of trust with Business customers to understand priorities and impact while tracking the progress of time-sensitive Production issues to ensure a timely resolution and communication of progress
  • Monitor and facilitate adherence to documented application Operation Level Agreements (OLAs) and Service Level Agreements (SLAs) and enable efficient reporting of ITIL-based metrics
  • Collaborate with the IT Service Management team to ensure business-centric depiction of business and technical impact, incident root cause, symptoms, and track remedial actions to completion against committed PIR dates on behalf of Market Risk customers
  • Train and coach new team members on the application production support framework and processes
  • Development, maintenance and support for Network Capital Finance monthly budget forecasting tool
Qualifications for application support manager
  • Tools/utilities for large data file manipulation, comparison, filtering, debugging (could include Excel, VB, VBA)
  • Understanding of network fundamentals (firewalls, NAT addresses, routers)
  • Performance, change, and trouble management including log book
  • Knowledge/experience with Network OSS applications such as Preside, HP OpenView, Tivoli, Cisco Works, InfoVista
  • Minimum of 3 + years managing projects in multiple technologies, functions
  • College degree in computer science, mathematics, or equivalent experience
2

Application Support Manager Job Description

Job Description Example
Our company is looking to fill the role of application support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for application support manager
  • Functional understanding of Equity, Fixed Income and Multi Asset business areas and the securities traded within, trading workflows and compliance
  • Develops and maintains service-level agreements with business units, responsible for monthly Incident Dashboards
  • SSIS Package administration and development
  • Translate legacy tool requirements for enhancement and Fountain Modernization projects
  • You will be working with Business Partners, IT Partners, Vendors and your Support Team to provide a problem free production environment
  • You will work closely with the Project Teams that are implementing new functionality to ensure safe and effective transition to production
  • You will build an environment where your Team is provided with the authority to develop monitoring, infrastructure, support processes and environment/release management models that keep your systems stable and available 24/7
  • You will communicate deeply with your Customers to demonstrate how you are using your root cause analysis findings to enact new standards and practices to prevent future issues
  • You will support the ongoing need for a secure environment through DR, BUCP, Audit, Security and Risk Management activities
  • Managing or coordinating locally and regionally initiated projects
Qualifications for application support manager
  • Thorough understanding of deployment delivery methodologies including Agile, Waterfall
  • Ability to manage and deliver small to medium scale technology projects from initiation to implementation
  • Ability to identify and resolve problems, mitigate risks, and issues associated with projects
  • Ten years experience in application evaluation and support
  • Leadership/supervisory experience of medium to large size teams
  • Demonstrable record with senior business and development stakeholders to ensure incidents and problems are correctly managed
3

Application Support Manager Job Description

Job Description Example
Our innovative and growing company is hiring for an application support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for application support manager
  • Ensures effective use of associate competency evaluation techniques for internal associate education
  • Keeps abreast of the regulations affecting area of responsibility and complies with those regulations
  • Acts as a technical resource for internal associates and works closely with the Application Program in San Jose, CA and San Diego, CA
  • Ensures technical knowledge transfer between all customer facing teams
  • Provides technical leadership and support at tradeshows, user meetings, workshops, and other special Cell Analysis venues as appropriate
  • Responsible for resource scheduling and allocation
  • Develops and maintains customer focused metrics and analytics that drive process improvements across the team and organization
  • Ensures EH&S policies and procedures are followed through education and training
  • Discusses and documents pertinent EH&S topics at staff meetings
  • Carries out Human Resources management responsibilities such as hiring, job assignments, termination recommendations, transfers, promotions, salary actions and processes performance reviews on time
Qualifications for application support manager
  • Understanding of company IT infrastructure domains including data centers, network/ communications, server utilization, virtual environments, storage and application development & maintenance
  • Previous experience working in information technology, at least 2 years of experience managing and directing systems development or systems maintenance project teams - experience in the securities or financial services industry would be a plus
  • Working knowledge of change, incident or problem tracking tools
  • Familiarity with reporting/analysis/visualization tools such as Tableau, Spotfire, MicroStrategy is preferred
  • 3+ years working as a team lead or a sub - team lead in an IT support function
  • 2+ years of experience managing and supporting ERP applications (PeopleSoft highly preferred)
4

Application Support Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of application support manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for application support manager
  • Mentor and coach team members to help ensure continued development of skills and capabilities
  • Manage level 2 (L2) support engineers and analysts by providing daily task assignment, prioritization, and direction
  • End to end ownership of assigned incidents (manage to resolution)
  • Workstation and business productivity application troubleshooting
  • Submitting and managing Service Now tickets
  • Provide root cause analysis of incidents
  • Develop knowledge base articles for use within the support organization
  • Document known issues, potential workarounds, mitigation steps, and improvements
  • Collaborate with Level 1, 2, 3, and 4 support teams to ensure efficient incident management
  • Adhere to established SLAs for incident response and resolution
Qualifications for application support manager
  • Solid project acumen – Understands the software development lifecycle, experienced in working across multiple applications, capability to manage issues leveraging appropriate tracking, and status reporting tools
  • An amazing leader and colleagues in the department Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class
  • We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class
  • 6+ years of working experience with applications in a production support environment using above technologies, SOA, Java
  • Bachelor’s degree and 8 years of experience in application support and/or development or an equivalent combination of education and work experience
  • Database application management experience
5

Application Support Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for an application support manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for application support manager
  • Plans, facilitates, and participates in working sessions with cross-functional areas to develop requirements
  • Translates business and user requirements into accurate system requirements
  • Effectively communicates with peers, business users, Vendor Managers, Application vendors and across other technology teams
  • Interacts regularly with Business Users, Vendor Managers, Developers, Application Support, and Listener Care Management
  • Leads knowledge sharing sessions with Vendor Managers other business units to develop or update new requirements, to make Call Center work flows more effective
  • Develops and executes unit tests correlating to given requirements for each implementation
  • Creates test cases to perform UAT and post product validation for system changes
  • Item/Data management support functions for Supply Chain systems
  • Maintains a consistent taxonomy for new item and vendor master data
  • Familiar with PeopleSoft data maintenance and table structures
Qualifications for application support manager
  • Experience supporting telephony applications a definite asset
  • Manage teams, or virtual teams, of application management and support staff
  • Contribute to Risk Assessment / compliance processes ORIA, RCA Updates, SOX…
  • Varied delivery models including self-hosted, SaaS, agile, waterfall
  • Minimum of 7 years of experience leading a team of 5 or more responsible for supporting business critical applications
  • 10-15 years in application support, system implementation and project management experience

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