Software Development Manager

1 month ago

Southlake, United States HumCap Full time

Key Responsibilities:

  • Team Leadership & Management:
  • Lead, mentor, and manage globally distributed application support teams, with a particular focus on teams in India and Latin America (LatAM).
  • Oversee the hiring, onboarding, and development of high-performing teams in multiple regions, ensuring effective collaboration and operational efficiency across time zones.
  • Foster a culture of continuous improvement, providing regular coaching and development opportunities for team members.
  • Application Support Strategy:
  • Develop and implement a global application support strategy that aligns with organizational goals, ensuring reliable, high-quality service delivery.
  • Drive the adoption of proactive monitoring and automated incident detection to prevent service disruptions.
  • Continuously optimize support processes, leveraging industry best practices and emerging technologies to improve response times and minimize downtime.
  • Incident & Problem Management:
  • Lead the resolution of high-priority incidents and major outages, ensuring rapid root cause analysis and implementation of long-term fixes.
  • Ensure adherence to ITIL processes, focusing on incident, problem, and change management.
  • Establish a robust escalation process for critical incidents and ensure proper communication with business stakeholders.
  • Collaboration & Stakeholder Management:
  • Serve as the primary point of contact between application support teams, development teams, and business stakeholders to ensure smooth resolution of issues.
  • Work closely with software engineering, infrastructure, DevOps, and other cross-functional teams to ensure continuous delivery of high-quality application support.
  • Manage third-party vendor relationships, ensuring that external support teams meet SLAs and performance standards.
  • Performance Monitoring & Reporting:
  • Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure and report on the efficiency and effectiveness of the application support function.
  • Regularly review application performance, identifying trends and areas for improvement.
  • Provide executive-level reporting on support operations, incident trends, and performance metrics.
  • Process Optimization & Automation:
  • Lead efforts to automate repetitive tasks and manual processes, reducing response times and minimizing human error.
  • Champion the adoption of DevOps best practices in the support organization, including the integration of continuous monitoring and feedback loops into development pipelines.
  • Customer Service & Satisfaction:
  • Ensure that the application support team consistently delivers exceptional service to internal and external stakeholders.
  • Implement feedback mechanisms to continuously improve service levels and address customer needs effectively.
  • Lead initiatives to enhance the user experience and improve overall satisfaction with application services.

Education & Experience:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s preferred).
  • 10+ years of experience in application support or IT operations, with at least 5 years in a leadership or managerial role.
  • Proven track record of managing large, globally distributed teams, particularly in India and Latin America (LatAM).
  • Extensive experience in hiring, onboarding, and managing offshore and nearshore teams, ensuring effective collaboration across time zones and regions.
  • Proven ability to drive application performance improvements and handle high-priority incidents on a global scale.

Technical Skills:

  • Deep understanding of application architecture, databases (SQL/NoSQL), cloud platforms (AWS, Azure), and enterprise IT infrastructure.
  • Expertise in managing application support for both on-premise and cloud-based applications.
  • Experience with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools (e.g., Datadog, Splunk, New Relic).
  • Familiarity with DevOps and CI/CD processes.
  • Knowledge of ITIL practices and frameworks, including incident management, problem management, and change control.

Leadership & Management:

  • Strong leadership skills with a proven ability to build, mentor, and lead high-performing, globally distributed application support teams, particularly in India and LatAM regions.
  • Extensive experience in scaling and optimizing offshore and nearshore teams to ensure high availability and operational efficiency.
  • Experience in working with cross-functional teams, including software engineering, DevOps, infrastructure, and business stakeholders.
  • Ability to manage vendor relationships, SLAs, and third-party application support services.
  • Exceptional problem-solving skills with a focus on delivering results in high-pressure environments.

Communication & Collaboration:

  • Excellent communication skills, capable of conveying technical concepts to both technical and non-technical stakeholders.
  • Strong organizational skills with the ability to prioritize tasks effectively, manage multiple projects simultaneously, and meet deadlines.
  • A customer-centric mindset with a strong focus on delivering high-quality service to end users and clients.

Strategic & Operational Skills:

  • Experience developing and executing application support strategies, including proactive support models, continuous improvement initiatives, and automation efforts.
  • Ability to drive performance improvements through root cause analysis, and the creation of metrics and KPIs to measure and enhance team efficiency.
  • Experience in establishing and managing remote operations, ensuring smooth collaboration between teams in different geographic regions.
  • Capacity to manage budgets, resources, and headcount effectively within a department.

Additional Requirements:

  • Willingness to work in a fast-paced environment with potential 24/7 availability for critical issues.
  • Experience in the financial, healthcare, or other highly regulated industries is a plus.
  • Certifications such as ITIL, PMP, or relevant technical certifications are desirable.
  • Experience in Supporting SaaS Product / FinTech /Hedge Fund / Private Equity (BigPlus)

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