Associate Director, Applications Support Specialist

7 days ago

Atlanta, Georgia, United States Stellantis Financial Services US Full time
Job Title: Associate Director, Applications Support

Stellantis Financial Services US is seeking an experienced Associate Director, Applications Support to join our team. As a key member of our Technology department, you will be responsible for overseeing the technical support team and ensuring the smooth operation of software applications in a production environment.

Key Responsibilities:
  • Serve as the primary contact for 24x7 production issues across multiple tech stacks, including 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 Stakeholders.
  • 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 automate 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.
  • Comply with all company and departmental policies and procedures.
Requirements:
  • 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.

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