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Head of Application Support

2 months ago

Madison, Wisconsin, United States Eliassen Group Full time

Director of Application Support

Eliassen Group is in search of a highly qualified and seasoned Director of Application Support to manage the support operations for our essential business applications. This position is vital in guaranteeing the uninterrupted performance of our vendor-supplied portfolio management, trading, risk management, ERP, market data, investment accounting, and back-office systems. The ideal candidate will possess a robust background in financial services, outstanding leadership capabilities, and the proficiency to effectively oversee a 24x6 support team.

Key Responsibilities:

· Supervise and lead a team of application support professionals delivering 24x6 assistance for third-party portfolio management, trading, risk management, ERP, market data, investment accounting, and back-office systems.

· Formulate and execute support strategies, processes, and best practices to ensure optimal availability and performance of all supported applications.

· Establish strategy and direction for IT support services, incorporating best practices for service teams and enhancing processes for automation and efficiency.

· Serve as the subject matter expert for developing service processes and strategies; construct and support business cases for expanding the use of service management tools.

· Manage vendor relationships to ensure third-party support services align with organizational requirements and standards, monitoring that vendor service level agreements are fulfilled.

· Oversee incident management and problem resolution related to all third-party platforms, ensuring prompt and effective responses to application issues and minimizing downtime.

· Collaborate with internal stakeholders, including portfolio managers, traders, risk analysts, and back-office personnel, to comprehend their needs and ensure applications consistently meet their requirements.

· Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure the support team meets or exceeds performance expectations, reporting on internal SLAs on a team-by-team and platform-by-platform basis.

· Conduct regular performance evaluations and provide ongoing training and development opportunities for the support team.

· Drive continuous improvement initiatives to enhance support processes, reduce incidents, and improve overall application reliability and user satisfaction.

· Maintain comprehensive documentation of support processes, incidents, and resolutions.

· Stay updated with industry trends and emerging technologies to ensure the application support function remains cutting-edge and effective.

Qualifications:

· Bachelor's degree in Computer Science, Information Technology, Finance, or a related field; Master's degree preferred.

· At least 15 years of experience in application support within the financial services sector, with a minimum of 10 years in a leadership capacity.

· Extensive knowledge of portfolio management, trading, risk management, ERP, market data, investment accounting, and back-office systems. Deep familiarity with various financial software and cloud technologies is preferred.

· Strong understanding of ITIL frameworks and best practices.

· Proficient in DevOps and Agile methodologies.

· Proven experience managing and leading high-performing support teams in a 24x6 environment.

· Excellent problem-solving skills with the ability to think strategically and analytically.

· Strong interpersonal and communication skills, capable of collaborating effectively with diverse teams and stakeholders.

· Experience in vendor management and contract negotiations.

· Ability to work under pressure and manage multiple priorities in a dynamic environment.