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Manager, Application Support

3 months ago

McKinney, United States Globe Life Inc. Full time


Manager, Application Support & Maintenance (Hybrid)

Primary Duties & Responsibilities

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.

We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview:

Could you be our next Manager, Application Support & Maintenance? Globe Life is looking for an experienced Manager, Application Support & Maintenance to join the team

In this role, you will be responsible for leading a support team of leads and developers to ensure the stability and availability of business applications. Reporting to either the Director or Sr. Manager of Application Support & Maintenance, you will assist business stakeholders and direct sales agents with application and data correction issues, and support application deployment for maintenance and modernization. You will collaborate with IT Application Development and Business Technology Leaders to restore service during outages, identify mitigation strategies to prevent future issues, and plan for critical maintenance.

This is a hybrid position located in McKinney, TX (WFH Monday & Friday, In Office Tuesday-Thursday).

What You Will Do:

  • Lead L3 Application Support team; work in sync with Dev team, Deployment team & business to manage bugs and issues.
  • Manage workload for the team and provide guidance for issue prioritization through coordination with Development, Deployment, and Support and Business teams.
  • Ensure the team has proper resources to handle workload and coordinate cross training, knowledge transfer, time off and learning activities to maintain proper balance.
  • Ensure any escalations that come in are handled and coordinate re-tasking of resources and communication of workload re-prioritization with all impacted parties.
  • Identify trending issues and communicate them to the business and technology teams.
  • Join in emergency customer calls as needed as well as business, technology, and project planning calls. Also join daily operations call and weekly Change Advisory Board meetings.
  • Collaborate on deployments and schedule resources for extended hours availability and on call rotations to ensure best possible outcomes for application deployments, upgrades and new installations.
  • Help to facilitate knowledge transfer and mentorship within the support organizations including the L1, L2, and L3 teams.
  • Collaborate and coordinate with IT managers and personnel from teams including infrastructure engineering, business analysts, quality assurance, PMO and other application managers.
  • Ensure appropriate integration of key systems and processes to minimize redundant, inefficient, or error-prone processes.
  • Ensure that comprehensive information security is integrated for all applications to ensure the privacy of all HIPPA and, certain categories of, confidential financial information.

What You Can Bring:

  • Bachelor’s Degree in Computer Science, Information Systems, or other related field is desired; or equivalent work experience.
  • 3-5 years of professional experience in Information Systems or another related field is required.
  • 1-3 years of leading an application support organization is highly desired.
  • 1-3 years of experience in Software Development, Project Management, Information Management, and Business Process Management is highly desired.
  • ITIL V4 certification is a plus.
  • Strong leadership skills with discipline around goal setting, execution, and ITIL processes.
  • Ability to be effective in a matrix management organizational structure with onshore and offshore resources.
  • Proficient in a software development lifecycle process, including requirements analysis, feasibility studies, software design, programming, pilot testing, installation, evaluation, and operational management.
  • Adept at business process analysis and redesign.
  • Exhibit strong analytical and communications skills with the ability to transform style and content for technical and non-technical audiences.
  • Demonstrate strong logical and strategic thinking, and ability to transform strategic initiatives into tactical tasks.
  • Commitment to building interpersonal relationships.
  • Display ability and willingness to proactively solve business problems.

Applicable To All Employees of Globe Life Family of Companies:

  • Reliable and predictable attendance of your assigned shift.
  • Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:

  • Competitive compensation designed to reflect your expertise and contribution.
  • Comprehensive health, dental, and vision insurance plans because we believe that taking care of your well-being is fundamental to your performance.
  • Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
  • Wellness club reimbursements and gym discounts to help you stay on top of your health.
  • Paid holidays and time off to support a healthy work-life balance.
  • Parental leave to help our employees welcome their new additions.
  • Development training programs to enhance your skills and career progression and unlock your full potential.

Opportunity awaits Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.

#DICE #OnBase