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Job Summary:
The
IT Service Manager - Production
Applications Support
will be responsible for a group of
production applications. He/She will
ensure application availability,
reliability and stability on a 7 by 24
by 365 basis.
The Service Manager will manage a group
of 25 individuals including a small team
of employees who are subject matter
experts and a staff of onsite and
offshore vendor resources. For both
service management and work orders, the
Service Manager will be expected to
determine the optimum mix of resources
(employee, onsite, offshore) and then
implement plans that obtain that mix.
Job
Description:
The
IT Service Manager - Production
Applications Support will perform
all or some of the following Job
description:
-
Manage the relationship (relative to
SSS) between the business customers
(e.g., service expectations) and IT
partners for their assigned
applications
-
Manage application-specific
production support processes
-
Provide second level application
support, coordinating the
involvement of business and/or UT
development resources in problem
resolution as necessary
-
Develop support skills to minimize
dependency on development resources
-
Assist SSS team with problem triage,
categorization, root cause analysis
and ability to duplicate a problem
-
Work
with business partners to ensure
appropriate prioritization for
scheduled maintenance, including
coordination of priorities across
applications when required
-
Coordinate business approval of
production migrations (release entry
framework)
-
Provide leadership in critical issue
resolution during the war room
process
-
Facilitate the hand-off of new
release functionality from the
development team to the SSS team
-
Facilitate the gathering of business
requirements to support SSS
activities as necessary
-
Coordinate select UT/UHT initiatives
within the application group
-
Identify enhancements to improve
supportability, operability or
performance of applications within
the application group
-
Develop supporting business case for
suggested enhancements
-
Collect, analyze and report SLA and
SSS metrics data for assigned
applications. Take corrective action
as warranted and approved
-
Resolve issues with
application-level service
performance
-
Identify, sponsor and implement
continuous improvement initiatives
within the SSS unit
-
Manage a staff of direct and
indirect resources for their
assigned applications and managing
established budgets and forecasts.
Participate in the budget setting
process including justification of
planned staffing levels
-
Optimize the mix of resources to
obtain maximum results at the lowest
cost
-
Manage the release calendar for all
SSS activity (code fixes and work
orders)
-
Ensure compliance with all Sarbannes-Oxley
and other audit and security
requirements
-
Manage the proper level of SSS
engagement in development processes
on large projects to ensure that
new.
Minimum Requirements / Knowledge / Skill
For IT Service Manager - Production
Applications Support Job
-
Ability to work independently
-
Ability to operate successfully in
stressful situations
-
Ability to deal effectively will
multiple levels of technical and
business management
-
Prior
experience
managing the development and support
for large, critical applications
preferably on multiple platforms
Healthcare experience is a plus
5 or
more years of IT technical
experience and 2 or more years of
prior IT Management experience is
strongly preferred
Strong verbal and written
communications skills
Ability to collaborate effectively
with peers and development teams
Proven
organization skills
Ability to manage a remote team of
resources including offshore workers
Strong analytical skills and ability
to use judgment in managing
resources effectively
Experience in managing a $1 million
to $2 million annual budget.
Minimum Education Requirements /
Certification / Licensure For
IT Service Manager - Production
Applications Support Job
-
Undergraduate
degree or equivalent experience.
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