Director of IT Application Production Support

» Director of IT Application Production Support
Information Technology
in Orlando
, FL
Reference: 19-04498

Description:

Our client is seeking a Director of IT Application Production Support in Orlando, FL. The Global Application Production Support team is responsible for support of a global suite of application and middleware services. The team handles all support requests, incidents, issues, tickets, and data remediation, to ensure flawless and quality delivery of services to our client’s users and owners. Role is also responsible for all application software vendor management agreements and relationship activities. This is a critical role requiring a highly dedicated individual who will take ownership and provide procedural and technical support to various teams and internal/external stakeholders.

This role requires a highly motivated leader, focused on operational efficiency, and disciplined processes that support multiple production, pre-production and post-development environments. This role has leadership responsibility for a team of application, middleware services and data analysts and works hand-in-hand with development and implementation teams. Additionally, this role has authority and sets the direction and action for support during major incident management or will escalate to senior management. This leader manages a 24/365 highly available, on-call environment.

This is a high-profile role, working in a high-pressure environment and demands a dynamic individual with great communications skills, acumen and the ability to assimilate information quickly, with focus on incident and problem management while driving a culture of continuous improvement.

The Sr. Director will partner closely with the VPs of Application Development in establishing a highly responsive application support organization built around the ITIL and Application Performance Management (APM) frameworks.

Responsibilities:

  • Direct the day-to-day activities of the Global Application Production Support team
  • Coordinate with IT groups and external vendors and ensure effective application services to ensure reliability of all applications
  • Lead teams that design, monitor and provide support to production system workflows and provide expert knowledge on all support workflow designs
  • Ensure actions are taken on all alerts and escalates issues as necessary
  • Ensure that the 24×7 operational support provided to all application and middleware services production areas is well designed, highly effective and flexible to grow and change as new techniques become available
  • Develop and maintain professional relationships with all online delivery and business teams
  • Collaborate with other IT functions to progress core IT value chains (portfolio delivery, system stability, knowledge work, Innovation and people development) competency and capability
  • Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes
  • Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes
  • Department budget – P&L
  • Directly lead staff of 3+ Managers and senior technical thought leaders
  • Vendor statements of work (SOW) and license agreements including on and off shore managed services
  • Collaborate with senior management and all IT disciplines including Technology and Architecture teams to advance the organization’s Application Technology roadmap
  • Remain abreast of technology developments and proactively aligns
  • Support goals and costs structure with strategic business goals
  • In concert with management peers, develops software delivery strategies, methodology, standards, and policy
  • Research new technology and makes recommendations on technology standards, techniques and product selection
  • Maintain knowledge of best practices in IT support and change management disciplines and processes
  • Maintain a strong understanding of the business or function for which the applications are designed ensuring full alignment with other projects, systems, or processes
  • Act as a subject matter expert within the company, provide Global/Enterprise expertise, best practice, vision and execution
  • Other duties as assigned including providing direction in areas of work prioritization, operational efficiencies, and development for enterprise resource planning and expedient delivery of services
  • Negotiate contracts and renewals with vendors
  • Provide mentoring as a cornerstone of career development for all direct reports

Education:

  • Bachelor’s degree in Computer Science, Business, Engineering or related field
  • Masters degree preferred

Training requirements:

  • PMP (Project Management Professional) certification preferred

Knowledge and skills:

  • Proven track record of working/communicating across large cross-functional teams
  • Strong leadership, negotiation and interpersonal skills
  • Excellent oral and written communication skills
  • Excellent people and relationship management skills
  • Ability to conduct presentations and hold one-on-one meetings
  • Strong attention to detail
  • Ability to multitask in a fast paced environment.
  • “Can do” attitude, that can identify problems, take ownership, and provide solutions
  • Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Trouble-shooting skills, driven to help internal/external customers and have the ability to dive deep into a new product to learn it inside and out
  • Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information with the ability to reach sound decisions quickly
  • Set appropriate goals for the area and monitors progress against the plan
  • Able to balance the workload of team members and supervise individuals of varying abilities

Job experience:

  • 12+ years of IT experience implementing and supporting and large-scale integrated systems hardware and software platforms; significant experience and knowledge with Incident management, service protocols, support techniques and management concepts
  • 8+ years experience in progressively more complex application environments; defining, implementing and leading/managing production support organizations
  • Familiarity with application architectures and enterprise application concepts
  • Strong ITIL knowledge
  • Six Sigma, CSM, and other PM certifications preferred
  • Experience as a technical project manager or QA manager delivering software is desirable
  • Strong technical knowledge, SDLC, and software development background is a plus
  • Capacity Planning (production systems, production networks)
  • Strong knowledge in SOX/PCI and similar compliance protocols
  • Production backups
  • Production DR/BC plan
  • Strong understanding of System and Application Security and Compliance – PCI and SOX
  • Strong, proven experience leading teams leveraging monitoring, incident management, change management, metric technologies such as root cause analysis
  • Demonstrate experience developing and maturing software/production support organizations ( CMMI level 3 (Defined) success would be highly desirable)