Application Support Manager

2 days ago

McKinney, Texas, United States SRS Distribution Inc Full time

At SRS Distribution Inc, we're committed to innovation and excellence in our technology and infrastructure. As an Application Support Manager, you'll play a critical role in ensuring our systems run smoothly and efficiently. Your expertise will be essential in delivering high-quality application support in a fast-paced environment, following best practices and meeting strict SLAs. You'll lead and deliver on-time applications support, monitor compliance with Application Support processes and procedures, and provide technical direction to Partners and the Team to solve complex problems. Your responsibilities will also include providing oversight to the IT Service Management (ITSM) ticket assignment process, ensuring proper documentation, routing, and escalation. You'll be responsible for ensuring agile practices are followed and maintained to promote self-directed teams with developers working seamlessly to deliver high-quality work. You'll develop comprehensive support and disaster recovery plans for critical applications and data, and ensure that monitoring and observability are in place for all applications and data. You'll also recommend improvements to the overall application support process, tools, security, scalability, reliability, and performance. Additionally, you'll coach/mentor support engineering on techniques, processes, and new technologies, enable others to succeed, and empower team members to be autonomous, fast, and effective. You'll manage Partners providing L1-L2 Application support, understand our company's technical and business sides to achieve strategic business goals with high-quality solutions, and effectively communicate technical designs verbally and/or in writing for small to medium-sized technical audiences. You'll also manage all HR responsibilities for your team, including pay planning, promotions, expenses, and leave. You'll assist in diagnosing/troubleshooting complex issues, resolve conflicts among team members, and take on other responsibilities and projects as assigned.

Key Responsibilities:

  • Lead and deliver high-quality on-time applications support in a fast-paced company following best practices with determined SLAs
  • Monitor compliance with Application Support processes and procedures and ensure adherence to SLA, MIM, and Change Management policies
  • Provide technical direction to Partners and the Team to solve problems requiring increased application knowledge, troubleshooting discipline, technology acumen, and creativity
  • When needed, provide oversight to the IT Service Management (ITSM) ticket assignment process, ensuring proper documentation, routing, and escalation
  • Assist, as needed, with Support Requests submitted through established support channels
  • Responsible for ensuring agile practices are followed and maintained to promote self-directed teams with developers working seamlessly to deliver an incredible amount of high-quality work
  • Develop comprehensive support and disaster recovery plans for critical applications and data
  • Ensure that monitoring and observability are in place for all applications and data
  • Recommend improvements to the overall application support process, tools, security, scalability, reliability, and performance
  • Coach/mentor support engineering on techniques, processes, and new technologies; enable others to succeed; empower team members to be autonomous, fast, and effective
  • Manage Partners providing L1-L2 Application support
  • Understand our company's technical and business sides to achieve strategic business goals with high-quality solutions
  • Effectively communicate technical designs verbally and/or in writing for small to medium-sized technical audiences
  • Manage all HR responsibilities for your team, including pay planning, promotions, expenses, and leave
  • Assist in diagnosing/troubleshooting complex issues
  • Resolve conflicts among team members
  • Other responsibilities and projects as assigned

Qualifications:

  • Experience as a Hands-on Leader in an Application Support and Software Engineering setting
  • 5+ years of experience managing application support teams that support many diverse applications, including custom web applications developed with various technologies
  • Deep understanding of monitoring and observabilities using various APM tools
  • Demonstrated a history of success in delivering high-quality application support in dynamic and agile environments
  • Experience and proficiency in various ticketing systems, including ServiceNow, Jira, and Azure DevOps
  • Expertise in system architecture and design patterns
  • Experience with logging frameworks
  • Knowledge of SQL, PowerBI, or other visualization and reporting tools
  • Working knowledge of Azure (cloud), specifically Azure functions and Azure API manager, is a plus
  • Capable of learning new technologies, processes, or business quickly and effectively
  • Experience working in an eCommerce environment and/or business applications is a plus
  • Demonstrated problem-solving holistically and considered solutions through a combination of technology and processes
  • Experience with cloud technology (Azure/AWS) is a plus
  • Bachelor's degree in Computer Science or a related field, or an equivalent combination of education and related experience

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