Senior Manager, App Dev & Support Services

Responsibilities Provides leadership to managers and senior professional staff Adapts and executes functional or departmental business plan Manages the activities of first-level managers, supervisors, and/or individual contributors Hire, mentor, and develop high-performing support and production control teams Manage support of EAS solutions hosted on-prem and on the cloud Remain flexible to changes in priorities with the ability to multi-task Implement automation to improve operational efficiency and reduce manual interventions. Maintain comprehensive runbooks, SOPs, and operational documentation. Use data-driven insights to identify trends, risks, and opportunities for continuous improvement Communicate operational status, risks, and improvement initiatives clearly to stakeholders Maintain runbooks, SOPs, and operational documentation to meet audit and compliance requirements. Technical Skillset Experience managing and mentoring a medium sized team Experience in metrics led optimization Experience in Incident Management and Problem Management Hands-on experience supporting large-scale enterprise applications in production environments. Exposure to core and IT auditing Knowledge of ITIL processes Exposure to cloud technologies Qualifications A University or college degree in a relevant discipline. ITIL Certification 5+ years experience in people management 10+ years experience in application support and production control Experience in leading teams in application support and helpdesk areas. Responsibilities Provides leadership to managers and senior professional staff Adapts and executes functional or departmental business plan Manages the activities of first-level managers, supervisors, and/or individual contributors Hire, mentor, and develop high-performing support and production control teams Manage support of EAS solutions hosted on-prem and on the cloud Remain flexible to changes in priorities with the ability to multi-task Implement automation to improve operational efficiency and reduce manual interventions. Maintain comprehensive runbooks, SOPs, and operational documentation. Use data-driven insights to identify trends, risks, and opportunities for continuous improvement Communicate operational status, risks, and improvement initiatives clearly to stakeholders Maintain runbooks, SOPs, and operational documentation to meet audit and compliance requirements. Technical Skillset Experience managing and mentoring a medium sized team Experience in metrics led optimization Experience in Incident Management and Problem Management Hands-on experience supporting large-scale enterprise applications in production environments. Exposure to core and IT auditing Knowledge of ITIL processes Exposure to cloud technologies Qualifications A University or college degree in a relevant discipline. ITIL Certification 5+ years experience in people management 10+ years experience in application support and production control Experience in leading teams in application support and helpdesk areas.