Sr IT Software Development Manager

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Job Summary Motion Industries is searching for experienced candidates for the position of Senior Manager, IT Applications Support to lead our Level 3 Application Support Delivery Services. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have relevant experience and talent.

Responsibilities

• Manage stakeholder expectations regarding the success of Application Support strategies and projects
• Responsible for working with key stakeholders including executives, senior leaders, and a variety of customers to identify, oversee, and deliver IT application support solutions that are effective and user-friendly, and support strategic initiatives, business outcomes
• Develop, track and improve key performance indicators for personnel and systems
• Supervise, mentor, and train application support personnel, which may include geographically dispersed personnel and contractors
• Work and collaborate with global teams to deploy, maintain, troubleshoot, and manage application systems
• Direct/manage large-scale applications/systems / projects across multiple product lines/businesses, involving significant complexity.
• Supports and manages change within the IT organization, taking steps to remove barriers or to accelerate its pace.
• Develop and implement solutions for managing the busines application environment to include monitoring, reporting, system incident management and resolution
• Evaluate and improve on operational processes and metrics, procedure manuals, and systems/business process documentation
• Assign incoming cases to team, ensuring the resources assigned have the correct skill set and capacity to resolve application support issues and restore business capabilities
• Resolve customer issues, implementing and meeting L3 Application Support Service Level Agreements and improving Motion's application support processes
• Collaborate with internal teams (Development, DevOps, Infrastructure, Product Management, Quality Assurance, Cloud etc.) on trending issues
• Ensure quality of case handling (incidents, problems, requests)
• Build relationships with the business units/users that are in scope for L3 application Support
• Manage delivery of minor application bug fixes, enhancements and continuous improvement around products and service lines

Qualifications & Experience

• Bachelor's degree in computer science, Business Management, Information Services or an equivalent combination of education, skills, and relevant experience
• Proven ability to lead application support teams and engage across business domains.
• Requires 10+ years of people management experience in an application support environment, preferably with co-located and remote direct reports.
• Previous experience with global IT service provider organizations, especially in an application support role is highly desired.
• Ability to consistently make decisions in a timely manner sometimes with incomplete information and under tight deadlines.
• Expertise with automating complex tasks via scripting languages and direct experience with API calls and SQL queries is a plus.
• Experienced in the management of Applications Support and Service Delivery Management using ITSM tools such as ServiceNow.
• Understanding and practical application of the ITIL process for Service Management
• Good functional and technical understanding of multi-tier application architecture
• Experience of stakeholder management, particularly dealing with senior customers

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.