Job Description: The Application, Operation & Maintenance Manager assists Director of AOM in leading and supporting onshore and offshore production support teams (Level 2) for all applications and services, including early life support, transition process to AOM, escalations and the management of our external partners. Also a key player in managing work assigned to Development (Level 3) and Outside Vendor Support (Level 4) as needed for production related issues. Job Responsibilities: Partners with Development (Level 3) and Vendor (Level 4) Support as needed for Production Support activities Participates in Major application reviews as critical issues arise Working with vendor partners, maintain compliance for SLA's with both internal and external teams across the entire enterprise Plan, organize and manage employees and team, both on-shore and off-shore, in a matrix organization, to ensure the stability of all application operations, including coaching, counseling and mentoring Assist Director of AOM in managing process and procedure for global team of on-shore and off-shore employees, establishing the right balance for high value, low cost Provide insight on application operational goals and objectives Involvement in day-to-day application operations and maintenance globally for all Technology services and applications, including on-premise, cloud and hybrid-based applications, utilizing a root cause analysis methodology Drives continuous process improvements and works closely within Technology to provide efficient and cost-effective solutions with year-over-year operational savings Job Requirements: Strong leadership for delivery of 24x7x365 application operations and SLA compliance 5+ years managing Technology projects and cross-functional teams. 3+ years managing and motivating Technology staff including Engineers, Analysts, Technicians and Developers Strong communication skills, both written and verbal, and inter-personal skills, with the ability to clearly and effectively communicate with people at all levels of the organization Strong familiarity with Root Cause Analysis methodology Strong understanding of ServiceNow IT ticketing system Bachelor's Required in Engineering, Computer Science, Business Operations, MIS or related field. Certifications in ITIL Foundations v3 or v4, Agile/Kanban preferred Strong understanding of Application Support as it pertains to working with offshore vendor teams Strong understanding of Incident/Problem Management Job Details: Company: Subway Vacancy Type: Full Time Job Location: Phoenix, AZ, US Application Deadline: N/A Apply Here vacancyoptions.com
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