About this role
Job Track Description:
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
- 8+ years’ experience in application support and production control
- Experience in leading teams in application support and helpdesk areas