Application Support Manager Job Description Template
Our company is looking for a Application Support Manager to join our team.
Responsibilities:
- Help to manage overall prioritizations between production incidents/problems, release management, upgrades, and new application implementation;
- Track and report on metrics for tickets assigned to and handled by the Application Support team;
- Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction;
- Lead and triage incidents and service requests assigned to team queues in JIRA;
- Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s;
- Develop knowledge management database for employee self service of incidents, and knowledge transfer for offsite support team;
- Balance the workload of service requests and the headcounts of support team;
- Continuous improvement to the JIRA ticket format for better clarity of the requirement and to reduce processing cycle time;
- Conduct monthly meetings with super users and support team for monthly production release and support status update;
- Build and manage the IT Application Support Team’s roadmap.
Requirements:
- Facilitate a strong team environment; support and guide staff in goal setting, career path planning and skills development;
- Interview, hire and train employees and contractors;
- Supply chain expertise in a manufacturing organization;
- Highly motivated and self-directed individual with the ability to drive process improvement;
- Minimum 7 years of related experience, preferably at a financial institution;
- Strong capacity to build and work with teams and collaborate across functions and breakdown silos;
- Strong business results orientation to understand business needs and deliver value and high-quality results;
- Strong problem-solving skills and experience performing cause and effect analysis;
- Strong organizational, problem-solving, and analytical skills;
- Must be well-organized and able to work on and manage multiple concurrent projects;
- Working in a regulated environment, particular healthcare is helpful but not required;
- Manage administrative tasks in relation to team members (time card approvals, Personal/Vacation requests, budget requests);
- 5+ years of corporate IT application support management experience working with offsite support teams for different business applications;
- Strong analytical and communication skills;
- Strong interpersonal and communication skills.