Manager, Application Support

The Manager, Application Support is responsible for managing the Application Support team that delivers and operates MedImpact Direct’s production IT systems and infrastructure. This Team consists of Application support, Infrastructure monitoring, Database Administration, regular system maintenance and Deployments. The Manager, Application Support will be responsible for managing the performance of applications as well as the reporting team in accordance with the business continuity and the continued growth of support needs.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Manages the MedImpact Direct (MID) IT Operations Support team who are both application subject matter experts and provide Level 1 and 2 application support
• Manages the team to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of project deliverables
• Provides day-to-day leadership and direction including, developing and administering policies, business processes, quality standards, and measurement criteria
• Provides leadership, coaching, and counseling in technical and non-technical areas
• Develops staff through education, mentoring and providing continual evaluation of employee development and eliminates single points of knowledge
• Creates documentation and training material to support the team
• Develops team members to analyze and resolve technical support issues
• Responsible for developing and maintaining the IT Operations Support guidelines, documentation, and processes in accordance with business and support needs
• Establishes best-practices and support techniques; streamlines issue resolution
• Directs the performance and deliverables of staff and third parties, domestic or international service providers
• Responsible for the availability and performance of production systems, striving to meet or exceed established Service Level Agreements (SLA)
• Structures the team to support maximum system availability and ensure business continuity
• Provides proactive monitoring and maintenance of the solutions and ensure issues are identified
• Ensures the technical support issues reported by the business and other teams are resolved satisfactorily
• Utilizes strong troubleshooting skills, provides options to resolve issues in a timely manner
• Continuously engages with various departments such as the business operations, engineering development, Infrastructure and other stakeholders to enhance and streamline processes
• Develops the guidelines and business continuity plan for providing a constantly available, stable and robust disaster recovery model
• Assists with technical support issue resolution reported by internal and external users of applications and/or systems when needed

Education and/or Experience

For consideration, candidates will need a Bachelor’s degree or equivalent required combination of education and job related experience along with at least seven (7) years’ job related experience with increasing responsibility and five (5) or more years’ experience managing technical personnel (in a lead or supervisory role) for a mid or large size organization. Candidates must also have direct experience supporting application, system and infrastructure for an organization and experience working with application users and working with teams in different locations is preferable. A good understanding and experience in working with an onsite-offshore model is preferred.

Technical Skills

• A good knowledge of .NET related technologies and Microsoft Windows Server based infrastructure which also includes IIS, Webservices, ASP.NET platforms, Biztalk (preferable), Sql server and hosting of applications
• An expert understanding of various SDLC process and environments especially to support production environments and ability to make quick decisions during crisis
• Good understanding of IT Operations Support model for application, database, system and regular maintenance
• Solid working knowledge and in-depth understanding of Microsoft Windows Server operating system platforms especially in Windows 2012/2016 server environments
• Expert in handling Microsoft .NET framework platforms such as ASP.NET, IIS, Hosting services, API’s, Communication protocols such as SOAP and REST
• Understanding of web application hosting infrastructure especially on Microsoft IIS 7/8 based hosting environments
• Knowing Team Foundation System (TFS) is preferable in order to manage the build and release process
• Understanding of Microsoft BizTalk Server platform and its administration is highly preferred
• A good understanding of Java, JBOSS based application hosting platforms is preferable
• Ability to understand and Define IT Support model and Service level agreements to meet user needs
• Strong resource management abilities to be able to manage mid or large size team based on different locations
• Experience in managing and resolving production issues and hosting configurations
• Expert in working and managing Disaster recovery environments
• A good understanding and working experience on environments with Network load balancers, Domain name system, Active Directory, hardware configurations, High availability and database cluster environments
• Ability to learn application updates and new technologies quickly and as well to drive the team’s overall knowledge growth
• Must possess strong application support management and trouble shooting skills

Certificates, Licenses, Registrations

ITIL is preferred, not required.

Other Skills and Abilities

• Excellent communication skills to work with team members and external teams to find resolutions
• Must be able to develop good working relationships with colleagues, internal clients and management as well as work as an effective working manager
• Organized and deadline driven with the ability to track multiple tasks simultaneously
• Able to effectively set priorities and work well under deadlines with a strong attention to detail and excellent time management skills
• Adapts well in a team oriented, professional, fast-paced, dynamic environment
• A good problem solver and the ability to work across teams during business-critical support need while having the flexibility to work off-business hours to manage work by an offshore team
• Ability to handle confidential and sensitive matters with tact and diplomacy

Travel

This position requires occasional domestic travel as well as attendance at various local conferences and meetings.

This position is eligible for Employee Referral Bonus at Level III

EOE, M/F/D/V

OSHA/ADA:

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.