IT Application Support Manager Back Office

Candidates must be authorized to work in the United States without the need for current or future visa sponsorship.

Family Dollar is seeking an experienced IT Application Support Manager Back Office to provide end-to-end operational and technical oversight, as well as people leadership, for a team responsible for the stability, performance compliance and continuous improvement of enterprise systems and software applications supporting critical business operations.

Principal Duties and Responsibilities

• Own and lead team responsible for application support, including administration, maintenance and on-going optimization of enterprise software applications

• Drive governance and performance management of global BPO and managed services partners, including service delivery standards, escalation management, and continuous service optimization
• Provide technical and operational leadership for the investigation, troubleshooting, and resolution of complex application issues
• Identify recurring issues and systemic problems and provide recommendations to eliminate or reduce trends
• Lead the resolution of high severity incidents and problems, coordinating across internal IT teams and external vendors to ensure timely restoration and communication
• Perform and lead root cause analysis activities, including discussions, documenting findings, and recommending corrective actions.
• Ensure the creation, maintenance and accuracy of technical and end-user documentation
• Monitor, measure, and report on service delivery performance against established KPIs and SLAs.
• Drive continuous improvement and maturity of ITIL processes, with emphasis on Incident, Change, and Problem Management.
• Mentor, develop, and lead associates to build a high performing, accountable, and engaged application support organization
• Ensure all required internal and external audits are continuously reviewed and completed on time to maintain effectiveness.

Required Qualifications

• Bachelor's degree in business, Information Technology, or related degree (or equivalent related experience)
• 6+ years of IT Operations experience (support, maintenance, and administration)
• 3+ years proven experience managing offshore MSP/BPO partners - including performance management, SLA oversight and service optimization.
• 3+ years of experience providing operational support, administration, and management of large scale HCM and Financial
• 3+ years of managing a team of associates (excellent management skills)
• Proven experience governing and managing large-scale managed services partners and BPO providers. (both onshore and offshore), including performance management, SLA oversight and service optimization.
• Demonstrated people leadership with a track record of building, mentoring, and leading high performing teams
• Self starter with the ability to prioritize, make sound decisions, and operate effectively in a fast paced enterprise environment
• Excellent communication and customer service skills
• Disaster Recovery planning and testing
• Experience with Microsoft and Linux operating systems, SQL (reading and writing), and MS SQL Server and Oracle databases

Desired Qualifications
• Experience with iSeries
• Experience managing Cloud and SaaS products
• Expert level expertise in Microsoft Office tools
• 3+ years of experience in Retail Industry
• ITIL Certification
• Experience supporting Property Management and Energy Management systems
• Experience utilizing ServiceNow and JIRA
• Automation tools
• Experience supporting Workday and/or Infor/Lawson

Family Dollar is an equal opportunity employer and committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.


Full time

510 Volvo Parkway,Chesapeake,Virginia 23320

IT Operations

Family Dollar