Applications Support Manager

1 week ago

Indianapolis, Indiana, United States USIC LLC Full time
Job Description:

Location: 9045 River Road, Indianapolis, IN 46240

This position is 100% in-office No remote or hybrid options are available.

Position Summary

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 engineers and quality assurance engineers who ensure the smooth operation of our critical business applications. Your primary focus will be on maintaining application availability, resolving issues promptly, quality testing new software releases, and creating focused communication for relevant business parties on the overall status of their applications.

Responsibilities:

  • 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.
  • Quality Assurance Management: Oversee the Quality Assurance (QA) processes, integrating QA practices into the application lifecycle from requirements gathering through deployment. Develop, implement, and maintain QA standards and procedures to ensure the delivery of high-quality software products.
  • 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.

Requirements:

  • 5+ years of experience in application support and/or quality assurance, with at least 2 years in a managerial or supervisory role.
  • A BS in Computer Science or a related field, or equivalent experience. MBA preferred.
  • Proven experience in working with .NET and the Microsoft suite.
  • Strong knowledge of system configuration, administration, and troubleshooting.
  • Strong technical background with experience in software development lifecycles and QA methodologies.
  • Familiarity with gathering and analyzing requirements for IT projects.
  • Hire, train, and mentor support and QA team members, fostering a culture of excellence, collaboration, and continuous improvement.
  • Promote knowledge sharing and best practices within the team and across the organization.
  • Manage team workload and assign tasks based on priorities and individual strengths.
  • Strong prioritization and interpersonal skills to balance multiple demands.
  • Experience with specific systems or technologies relevant to the company.
  • Relevant certifications (e.g., CompTIA, Microsoft)

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