Associate Director, Applications Support

1 week ago

Houston, United States Stellantis Financial Services US Full time

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citro n, Dodge, DS Automobiles, Fiat, Jeep , Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

As an Associate Director, blending technical expertise with leadership skills, you will oversee the technical support team and ensure the smooth operation of software applications in a production environment. As a key member of our Technology team, you will navigate complex environments and will lead a cross functional team of support staff, onshore and offshore, foster strong client and team relationships.

Essential Job Duties and Responsibilities:

  • Serve as the primary contact for the 24x7 production issues across multiple tech stacks including but not limited to Mulesoft integrations, C#/.NET, Kafka, Database and UiPath applications.
  • Point of escalation for high-severity incidents, assessing customer impact, and delivering tactical solutions.
  • Lead and perform advanced troubleshooting, analysis, and root cause investigation to resolve complex software issues reported by users, and application logs.
  • Track multiple issues simultaneously, manage Hot fix releases when necessary.
  • Communicate with business stakeholders to provide updates on application issues and root cause.
  • Identify areas for improvement to enhance the customer experience and implement effective solutions to prevent issue recurrence.
  • Assign/Manage work to the support engineers on the team, and collaborate closely with Architects, Developers, Testers, DevOps, Product and Business Stake holders.
  • Mentor/guide support team to build strong support skills and adherence to best practices.
  • Maintain thorough documentation of configurations, processes, and resolutions to build an organizational support knowledge base.
  • Develop shared solutions and automating processes to enhance monitoring, stability, and speed of issue resolution.
  • Proactively research, suggest improvements and efficiencies where necessary.
  • Work independently to complete tasks quickly without full supervision.
  • Complies with all company and departmental policies and procedures.
  • This position involves regular access to customer personal information, including, but not limited to, SSN and DOB.
  • Stay up to date with the latest integration technologies, trends, and tools to continuously improve the solution implementations.
  • Other duties may be assigned, and responsibilities and activities may change.

Qualifications and Competencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Experience Required
    • Minimum of 7 years of overall production support experience, with strong technical skills across multiple application tech stacks, and infrastructure.
    • Minimum of 4 years of Leadership skills, directly managing a staff of 6+ onshore/offshore resources.
    • Minimum of 3 years working with SQL Server, Oracle, and other database systems for managing data and performing maintenance tasks.
    • Good understanding of SDLC process which aids in managing application support.
    • Skills in languages such as C#, Java, Perl, and scripting that can be beneficial for understanding application behaviors and resolving issues.
    • Prior experience as a hands-on Software developer, is a plus for this role.
    • Preferred: Experience supporting MuleSoft APIs, C#/.NET applications, Database stored procedures, Kafka messages, and UiPath applications.
  • Education requirements and/or certifications
    • Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
  • Leadership or supervisory skills required:
    • Administers disciplinary actions and terminations in compliance with company policies.
    • Conducts constructive and timely performance evaluations.
    • Manages the daily operations of the department.
    • Recruits, interviews, selects, and trains new personnel.
  • Qualifications Preferred:
  • Experience:
    • Certifications in ITIL Foundation, MuleSoft Associate, Azure Developer Associate, or Azure Database Administrator Associate or equivalent

Must live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Detroit, MI; Houston, TX; Phoenix, AZ

Physical Requirements:

Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

#li-hybrid

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