Production 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 services
• Improve the service level the team provides to end users, which includes maximizing operational efficiencies, strengthening incident management, problem management, and knowledge sharing practices
• Guide development teams on application stability and supportability improvements
• Formulate and implement a framework for managing capacity, throughput, and latency
• Define and implement application on-boarding guidelines and standards
• Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment, and focus on bringing out their strengths
• Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
• Evaluate subordinates' performance and make decisions on pay increases, hiring, terminations and other personnel actions
• Participate in business review meetings, relating technology tools strategies to business requirements
• Assure adherence to all support process and tool standards and work with Management to create new and/or enhance processes
• Influence and negotiate with senior leaders (across functions)
• Management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions, terminations and budget approval

• 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

Capacity Planning/Forecasting exposure