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Head of Centralized Application Support
2 months ago
We are seeking a seasoned and visionary leader to head our centralized application support team. As the Head of Centralized Application Support, you will be responsible for streamlining and enhancing the efficiency, reliability, and customer satisfaction of our investment financial services application landscape.
Key Responsibilities:- Develop and implement a centralized application support policy that standardizes support procedures across the company.
- Design and enforce automated resolution processes vs. manual intervention.
- Define the support process and best practices and build out the internal team (potentially leveraging external vendors).
- Get the firm 'trued up' with runbooks, various forms of documentation, etc.
- Assemble and train a specialized support team, ensuring they are well-versed in the latest technologies and methodologies required for effective application support.
- Leverage partners to scale support requirements as needed and manage the on-call support rotation and escalation management.
- Utilize modern observability and automation platforms such as Dynatrace to enhance Tier 1 and Tier 2 support processes, including automated runbooks, real-time root cause analysis, and streamlined alert systems.
- Manage and optimize the use of Jira Service Desk as the primary tool for handling support tickets and workflows, ensuring its full capabilities are leveraged to improve response times and service quality.
- Work cross teams to embed change management into the CI/CD processes, focusing on automation, testing, and deployment strategies to minimize risks associated with software changes.
- Create and maintain detailed KPIs and SLAs through dashboards that track application health, support response times, and the impact of environmental changes on service quality and business operations.
- Continuously refine support strategies to improve process capabilities, reduce maintenance costs, and increase system uptime.
- Over 10 years in IT and support management, preferably in financial services, with a strong focus on application support and team leadership.
- Solid knowledge in support frameworks and observability platforms such as Dynatrace, as well as extensive experience with Jira Service Desk.
- Experienced in using Python for automation within the application support context and SQL.
- Experienced with continuous integration and continuous deployment practices, including risk analysis and mitigation strategies in a support context.
- Ability to work effectively with various teams across the organization to ensure alignment with business needs and technological capabilities.
- Financial Services A robust background in implementing and managing support systems within complex IT environments, particularly in financial services.
- Experience in leveraging AWS cloud solutions and advanced support automation technologies.
We are a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission is to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it.
You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://www.sga.com.
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities.
