Application Support Manager

4 weeks ago

McKinney, United States SRS Distribution Inc Full time

At SRS Distribution we are committed to “Making Money, Having Fun, and Giving Back” Technology and innovation are paramount to the success of our three pillars. We have over 500 locations nationwide and it is vital that all our infrastructure can communicate effectively and with reliable precision at any given moment. We are committed to “going big or going home” in our business practices. We take this same approach ensuring our employees and branches have all the tools and resources available to remain Innovative, Integrated, and Intelligent in the ever-changing technology landscape. Our people and their families are our greatest resource, and we strive every day to ensure that those priorities remain intact. We believe that the company we are today will not be able to compete with the company we will become tomorrow, and our forward leaning approach to problem solving permeates into all facets of our organization. We offer a competitive benefits plan with 401K matching, as well as a broad equity-based wealth generation opportunity by participating in quarterly stock purchase at Fair Market Value and options based on the role. If you want to be a part of this family, please submit your application, and let us help you unlock your limitless potential

The position will be located at our beautiful, new, state-of-the-art Corporate office:

7440 S. Hwy 121
McKinney, TX 75070

Primary Responsibilities

  • Lead and deliver high-quality on-time applications support in a fast-paced company following best practices with determined SLAs

  • Monitors compliance with Application Support processes and procedures and ensures 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, provides oversight to the IT Service Management (ITSM) ticket assignment process, ensuring proper documentation, routing and escalation.

  • Assists, 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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