The Applications Support Leader is responsible for leading the overall strategic direction of the Application Support team within our fast growing, dynamic IT team. This role will work closely with all technology teams to provide excellent performance, availability, and support of all business critical applications in an effort to drive internal customer productivity and achieve organizational strategic initiatives.
This position will manage Application Support and Client Implementations resources, and work with multi-disciplinary teams to provide administration, troubleshooting and support for web applications while establishing and maintaining SLAs within ITIL’s best practices. This role will build and mentor teams and technical talent within the organization.
We are looking for an innovative leader to help change the purpose and types of services that the an Application Support team can deliver within Matrix. This leader will need to personally recruit, mentor, manage and expand the existing Application Support team to provide both internal/external application support as well as “light-weight” system integration development using iPaaS (integration as a platform) tools.
Growing the capabilities and value of Application Support will involve working closely with business partners as well as cross functional teams like product, system engineering, Service Desk, Development and QA teams. As a technology leader, this person will ensure industry best practice is being adopted in terms of Infrastructure architecture, Integration techniques, security and overall support.
The Application Support Leader should take personal ownership of all Application Support service offerings and operations for the team and ensure that all work meets not only business but user objectives, is delivered on time, to budget and to the quality standards agreed. Quality and knowledge depth of the team will be a key measure of success. SME redundancy is key to ensure high level of response and provide technical career growth for the team. In order for candidate to be an effective mentor and evaluate the resources on the team, ideally he/she would have hands-on familiar with SQL, web (HTML/JS), BI tools, Sharepoint, mobile device management, and basic operating system technologies. Experience running departments/teams with significant support for SaaS application and/or cloud infrastructure is ideal
Educational Requirements: Bachelor’s degree in Information Technolgy or relevant field
Required Skills and Abilities:
Key performance indicators (KPI’s)
Supervisory Responsibility: Direct supervisory responsibilities of Application Support team.
Travel Requirements: Occasional travel may be required but limited.