Apps Support Group Manager

• Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives
• Vendor relationship management including oversight for all offshore managed service
• Improve the service level the team provides to our end users
• Guide development teams on application stability and supportability improvements
• Formulate and implement a framework for managing capacity, throughput and latency
• Define and implemented application on-boarding guidelines and standards
• Work with various team members on coaching them on how to maximize their potential
• Drives continued cost reductions and efficiencies across the portfolios supported
• Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions
• Participates in business review meetings, relating technology tools strategies to business requirements
• Assures adherence to all support process and tool standards
• Influences and negotiates with senior leaders
• Management responsibility for a team or multiple teams
• Performs other duties and functions as assigned
• Appropriately assess risk when business decisions are made

• 10+ years relevant experience
• Post-Graduation in relevant field preferred
• Senior to advanced level experience in an Apps Support role with commensurate experience in people management
• Experience of senior stakeholder management
• Project management with demonstrable results in improving IT services
• Capacity Planning/Forecasting exposure a plus
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholders
• Good understanding of ML algorithms and practical application
• Hand-on experience AI/ML services
• Bachelor's/University degree, Master's degree preferred

Capacity Planning/Forecasting exposure a plus