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Application Support Manager-FTL

Company: SNI Technology
Location: Pompano Beach
Posted on: November 20, 2020

Job Description:

Job Description POSITION The Application Support Manager is a member of the software services team, working closely with every department to ensure positive results with our software and related systems. This position works as a liaison between service desk, development team, customersoperations to troubleshoot, investigate and resolve complex technical issues in the most efficient way possible. ESSENTIAL DUTIESRESPONSIBILITIES Leadprioritize the application support team's tasks and activities as well as the effective management of ticket closures. Provide technical guidance to the application support team through coaching and mentoring including the provision of daily hands-on operations support if deemed necessary. Create and maintain updates to the documentation of application support standard operating procedure and processes including the support control framework and sharing it with internal teams and other relevant parties Drive the coordination and promoting the effective functioning of problem and incident management activities within software services support teams through the daily command center calls. Own and manage the incident management process and drive escalation as necessary for the timely resolution of issues. Contribute to the planning and the preparation for the deployment of application featuremaintenance releases and configuration changes Designmaintain appropriate metrics for reporting on key performance and quality indicators, particularly in-depth trend analysis. Monitor application performancevalidationsSQA testing Provide inputs to administering and maintaining all production and internal environments Provide inputs to the implementation, backup and roll-back plan for feature and maintenance releases. Lead adherence to appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management) Design, prepare and conduct training relating to problem management and incident management and the appropriate usage of the support management service. JOB REQUIREMENTS Bachelor's degree in computer science or information technology or 3-5 years working experience. 3-5 years of IT experience 1-3 years of managementsupervisory experience (Team will be of 6) In depth understanding of Software Development Life Cycle (SDLC). 3 years' experience in application support. 1 years' experience on Microsoft SQL Server (preferably 2008 and up), TSQL, SSIS Proven ability to provide daily, weekly, monthly reports using Excel. Excellent analytical, troubleshooting and problem solving skills. In depth understanding of the concept of relational database design and database programming. Excellent written and verbal communication skills. Ability to work independently with minimal supervision. Excellent analytical, customer service, troubleshooting and problem solving skills.

Keywords: SNI Technology, Pompano Beach , Application Support Manager-FTL, Other , Pompano Beach, Florida

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