Sr Manager Global Application Support

A successful Application Support will own initiatives that include but are not limited to the below:

• Define and implement application support processes and procedures to ensure timely and effective resolution of issues
• Provide direct leadership and management to the application support team to ensure that SLAs are met and that the end-users are always receiving the highest level of support possible
• Monitor all incoming work requests, incident tickets and status checks by customers
• Manage business expectations and communicate issues to impacted parties
• Partner with teams across the organization to define and manage the support processes
• Develop metrics and provide ongoing status reports to senior management
• Recommend and implement improvement projects
• Interact with all levels of staff in a manner that promotes trust, encourages cooperation, empowers and contributes to excellent performance
• Responsible for performance management of assigned team including attracting and retaining talent, as well as recommendations regarding salary, promotions, hiring and separation.
• Maintain a high level of technical & application skills by attending and completing various training courses and reading appropriate literature; communicate this knowledge to others as required.

Job Qualifications: 

• Minimum 8+ years in IT, with 3+ years in people-leadership roles
• Proven ability to lead, manage and mentor teams across multiple countries Very strong understanding of the ITIL Application Management Lifecycle
• Ability to troubleshoot basic, routine, and advanced computer operations and software problems.
• Knowledge of software development practices, concepts, and technology
• Knowledge of technical/business environment and processes.
• Understand functional aspects and technical behavior of the underlying operating system, development environment, and deployment practices.
• Understanding of the ecosystem that code operates in.
• Excellent verbal and written communication skills
• Self-motivated with a high degree of initiative
• Strong problem solving and analytical skills
• Outstanding attention to detail

Bonus: knowledge of SQL and scripting languages

*Remote position only for mexican residents.