Enterprise Application Engineering Manager
Advantage Tech is hiring! We are looking for a qualified individual to join our client that is fully remote.
The Manager of Enterprise Application Engineering (EAE) reports to the Director of Enterprise Application Services. The Manager of EAE manages and mentors a team of System Administrators, System Engineers, and System Architects and is responsible for providing world-class customer service and embracing the philosophy of servant leadership. The Manager of EAE will manage the group responsible for building, configuring, maintaining, enhancing, providing Tier-3 technical support, and decommissioning of Enterprise Applications throughout their life cycle for both in-house customs developed as well as Commercial-Of-The-Shelf (COTS) software. The Manager of EAE is responsible for cross-collaborating with multiple teams including integrated support partners, managers of business units, as well as across all other Technology departments. The Manager of EAE will ensure that service-level agreements (SLAs) and operating-level agreements (OLAs) are met, providing IT-related project support, and supporting the organization’s adjacent service management functions. The Manager of EAE is responsible to ensure that the application cost-effectively meet the needs of the business.
Provide world-class customer service and embrace the philosophy of servant leadership. Ensures customer service is embedded in the team’s values and culture.
Manages a team of System Administrators, System Engineers, and System Architects. Manages EAE team schedules and the on-call rotation. Responsible for managing staff selection and performance.
Ensures that service and support functions align with the ITIL framework and are built on lean principles with a focus on continual improvement (i.e., PLAN-DO-CHECK-ACT). Help IT leadership establish current and future state process maturity targets leveraging the ITIL framework.
Provides Tier-3 technical support for both in-house custom developed as well as COTS software.
Assists with monitoring the health and stability of the organization’s Enterprise Application ecosystem.
Work with the Director of Enterprise Application Services to develop overall Enterprise Application strategy to meet business needs.
Define and enhance methodologies and practices for the application life cycle management in line with best practice and practical experience of continuous improvement.
Ensure that applications processes are conducted in line with clients’ social responsibility, environmental and technical policies, applicable standards, and privacy regulations.
Ensure that client remains compliant with all Enterprise Application licensing requirements.
Conduct regular surveys of stakeholder satisfaction with applications, publish the results and, where necessary, implement action plans to improve satisfaction.
Supports the development of service and support policies and procedures, KPIs, KRIs and metrics to ensure success criteria is measurable and supports Clients’ accountability and transparency values and principles.
Develop productive relationships with business and technical leaders across the organization to influence how applications can enable new sources of value.
Negotiate and manage vendor partner relationships. Collaborate with integrated support partners and strategically leverage vendor relationships to support and enhance capabilities across all Enterprise Applications.
Develops an environment that promotes innovation, automation, and efficiency.
Participates in the organization’s business continuity, disaster recovery, incident response and crisis management programs including, but not limited to, the preparation and maintenance of continuity plans, recovery plans, incident response plans, standard operating procedures, and testing.
Closely monitors industry trends related to IT operations and service management.
Protects the confidentiality, integrity and availability of our members and employee’s information.
Provides IT-related project support.
Requires a Bachelor’s degree in Computer Science, Information Systems, or related discipline, or equivalent work experience.
Requires three to five years of managerial experience along with IT support and/or application management experience.
Requires one or more of the following certifications: ITIL, Windows Server Hybrid Administrator Associate, Azure Fundamentals, CompTIA Server+, Network+, Security+
Additional years of qualifying experience may be considered in lieu of formal education and certification requirements.
Requires the ability to multi-task effectively, responding to changing business priorities and deadlines and to work collaboratively with team members across multiple divisions and departments
Excellent oral and written communication skills required, including the ability to explain technology topics in business terms, establish rapport with business leaders, build consensus and foster collaboration across multiple teams.
May require some local travel.
Experience with ITSM principles (Incident Management, Problem Management, Change Management and Configuration Management)
Experience with Virtualization, Networking, and Databases preferred.
Highly proficient in the automation, deployment, and monitoring of applications across multiple active-active data centers preferred.