The Application Support Manager is responsible for the maintenance, support, and daily operations of the retail e-commerce website applications. This includes working closely with technical managers, directors, and other stake holders to support applications uptime closer to 100%. The Application Support Manager will be responsible for coordination and management of application support for resolution of production issues by working with production support engineers across the coasts.
Supervise Tier 1 and Tier 2 support engineers for e-commerce website applications.
Responsible for ensuring adherence to Production SLAs.
Coordinate with stake holders on mitigation and issue closures.
Communicate and drive technical teams towards resolution by guiding support teams.
Anticipate roadblocks, escalate and negotiate to get closure on Issues.
Coordinate with IT groups and external vendors to ensure reliability of all applications.
Participate in periodic meetings and maintain all applications for productions and plan appropriate various strategies.
Ability to work with managers, subordinates and peers to reach SLA and maintain good overall working relationships.
10+ Overall experience in IT industry with 2+ with Managerial/Lead experience.
4+ years’ experience in supporting business critical Java/J2EE applications systems
Thorough understanding of software development lifecycle, change management, Release management and project management.
Knowledge of systems analysis, development, planning, and documentation methods and standards; database organizations, access, and retrieval techniques.
Strong analytical and problem solving skills.
Demonstrated ability to prioritize tasks and meet deadlines.
Must possess superior problem solving skills, be action-oriented and decisive.
Excellent organizational skills and the ability to work under pressure to balance competing priorities in meeting business needs.
Effective communication skills including verbal, written and presentation skills and facilitating virtual, global meetings.
Strong software development and debug/troubleshooting skills preferred.
Experienced in onshore/offshore model is must.
PMP Certification is a bonus.
Bachelor's Degree is a must
Master’s Degree preferred
