Application Support Manager

3 days ago

McKinney, Texas, United States SRS Distribution Inc. Full time

About SRS Distribution Inc.

SRS Distribution Inc. is a leading provider of building materials and services, with a strong presence in the roofing distribution industry. As a subsidiary of The Home Depot, we have a proven track record of growth and innovation.

Job Summary

We are seeking an experienced Application Support Manager to join our team. The successful candidate will be responsible for leading and delivering high-quality application support in a fast-paced environment, following best practices and meeting strict service level agreements (SLAs).

Key Responsibilities

  • Lead and Deliver High-Quality Application Support: Provide technical direction to partners and team members to solve complex problems, troubleshoot issues, and ensure timely resolution of application support requests.
  • Monitor Compliance and Adherence: Ensure that application support processes and procedures are followed, and that SLAs, MIM, and Change Management policies are adhered to.
  • Provide Technical Direction and Oversight: Offer guidance and support to team members on application knowledge, troubleshooting, and technology acumen.
  • Assist with Support Requests: Provide assistance with support requests submitted through established channels, ensuring timely and effective resolution.
  • Develop Comprehensive Support Plans: Create and maintain comprehensive support and disaster recovery plans for critical applications and data.
  • Ensure Monitoring and Observability: Ensure that monitoring and observability are in place for all applications and data, providing real-time insights and alerts.
  • Recommend Process Improvements: Identify areas for improvement in the application support process, tools, security, scalability, reliability, and performance, and recommend solutions.
  • Coach and Mentor Team Members: Provide guidance and support to team members on techniques, processes, and new technologies, empowering them to be autonomous, fast, and effective.
  • Manage Partners and Team Members: Oversee the work of partners and team members, ensuring that they have the necessary resources and support to deliver high-quality application support.
  • Understand Business and Technical Aspects: Develop a deep understanding of the company's technical and business sides, enabling the delivery of high-quality solutions that meet strategic business goals.
  • Communicate Effectively: Communicate technical designs and solutions verbally and in writing, ensuring that they are clear, concise, and effective.
  • Manage HR Responsibilities: Manage all HR responsibilities for the team, including pay planning, promotions, expenses, and leave.
  • Diagnose and Troubleshoot Complex Issues: Assist in diagnosing and troubleshooting complex issues, providing timely and effective resolution.
  • Resolve Conflicts: Resolve conflicts among team members, ensuring a positive and productive work environment.

Qualifications

  • Experience as a Hands-on Leader: Proven experience as a hands-on leader in an application support and software engineering setting.
  • 5+ Years of Experience: 5+ years of experience managing application support teams that support diverse applications, including custom web applications developed with various technologies.
  • Deep Understanding of Monitoring and Observability: Deep understanding of monitoring and observability using various APM tools.
  • Success in Dynamic Environments: Demonstrated success in delivering high-quality application support in dynamic and agile environments.
  • Experience with Ticketing Systems: Experience and proficiency in various ticketing systems, including ServiceNow, Jira, and Azure DevOps.
  • Expertise in System Architecture: Expertise in system architecture and design patterns.
  • Experience with Logging Frameworks: Experience with logging frameworks.
  • Knowledge of SQL and Visualization Tools: Knowledge of SQL, PowerBI, or other visualization and reporting tools.
  • Working Knowledge of Azure: Working knowledge of Azure (cloud), specifically Azure functions and Azure API manager, is a plus.
  • Capable of Learning Quickly: Capable of learning new technologies, processes, or business quickly and effectively.
  • Experience in eCommerce and Business Applications: Experience working in an eCommerce environment and/or business applications is a plus.
  • Problem-Solving Skills: Demonstrated problem-solving skills, considering solutions through a combination of technology and processes.
  • Cloud Technology Experience: Experience with cloud technology (Azure/AWS) is a plus.
  • Education: Bachelor's degree in Computer Science or a related field, or an equivalent combination of education and related experience.

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