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White Label Application Support Group Manager


  • Dublin
  • Negotiable
  • Permanent full-time
  • Updated 12/02/2013
  • HR
this job is expired
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White Label Application Support Group Manager


Successful candidate will work with Development, QC, UAT, Operations, Product, Production and Technical SA/DBA teams to facilitate the assurance of health of production environments - including the successful and issue free implementation of software and hardware components. Primarily responsible for managing a team of 2nd level Production Support engineers who will support the applications 24*7 on a shift basis by ensuring strict adherence to "Alert Management", "Change Management" and "Problem Management" best practices. Ancillary team goals will include environment support (e.g. COB Testing) as well as facilitating rollouts, patching and infrastructure changes as and when required. It is preferred that the applicant adopts a practical and "hands on" approach, and has deep technical knowledge of the Global Cash Transaction applications they support. The applicant must be capable of gaining skills in a broad spectrum of application platforms.

Key Responsibilities:

Responsible for all aspects of the Production Support role:

Provide technical teir-3 Production Support Management for large complex application
Maintain a high performance Production Support Team Ensure all SLA’s with business and client are met
Be responsible for all aspects of problem management including minimizing downtime, issue escalation & resolution, root cause analysis, as wells co-ordination & communication will all relevant stakeholders.
Proactively monitor overall Production Support, resolving risks and issues and initiating corrective action plans as appropriate. Be proactive in monitoring trends and instituting continuous process improvement.
Ensure processes are clearly documented and staff are suitably trained.
Ensure appropriate monitoring and alerting processes are in place for the Production environment.
Ensure appropriate capacity and performance monitoring and review processes are instituted and executed.
To manage the Production Support budget for your assigned projects and provide support in the Planning and Forecasting processes.
Manage all aspects of off-shore vendor management and track SLAs.
To provide regular accurate and concise communication to management and stakeholders of Production Support status for your applications, including risks, issues, mitigations and escalations Interact with infrastructure, release management, change management, QA, DBA and application teams.

Knowledge/ experience:

10+ years’ work experience in a Technical (Infrastructure and/or Application) Production Support roles preferably within a large scale, global financial services organization.
Strong IT support experience in Unix, Java, IBM Websphere, Tibco, .Net, Oracle, Sql Server environments.
Strong communication skills both verbal and written Ability to document and standardize processes around support procedures
Lead and deliver audit related projects.
Strong commitment to a cooperative team approach.
Experience in managing risk and control within a financial software development environment.
Experience in vendor management within-in a multi-cultural and remote team structure.
Experience managing a geographically distributed team Strong aptitude for process definition and compliance, with emphasis on implementing process improvement solutions.
Experience of implementing/using production support tooling to improve escalation process and communication.
Excellent project management skills.
Qualifications and Competencies

Bachelor's degree in Computer Systems, Information Services or related technical field or equivalent.
10+ years in production support role for software applications.
Excellent application production supports skills.
Excellent Support Management skills Excellent organizational and communication skills
Attention to detail Team player Positive and enthusiastic

Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience. Candidates who do not meet the certification requirement and other required qualifications must demonstrate willingness to complete required assessments successfully within a specified time period

To apply for this position please click here

Ref: 13004901_1360343045
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