Job Summary:

• Reduce production incidents and overall risk through Problem Management and risk assessment
• Technology project management participation/oversight
• Govern the delivery of support services from a technical perspective
• Define technical standards to which the delivery and support teams need to adhere
• Define the support standards we expect vendors/partners to adhere to and govern same
• QA delivery of support services against defined technical standards
• Impact assess changes to the solutions, attend governance meetings
• Responsible for assuring technical changes through the change management process
• Provide input into the business continuity planning and drive disaster recovery operations with a team 
• Provide technical guidance and mentorship to team to improve the overall effectiveness of the services we deliver including active knowledge sharing

Skills on Resume:

• Problem Solving (Hard Skills)
• Project Management (Hard Skills)
• Technical Governance (Hard Skills)
• Vendor Management (Hard Skills)
• Quality Assurance (Hard Skills)
• Change Management (Hard Skills)
• Disaster Recovery (Hard Skills)
• Leadership & Mentorship (Soft Skills)

Job Summary:

• Manage and lead application support team globally, application service performance and quality
• Provide level 3 support to internal team and external partners
• Analyse application logs and optimize code for efficiency and performance
• Assisting external partners with systems integrations in various system environments
• Implementation of a robust set of services and APIs to power the frontend application
• Maintaining and updating technical documents and procedures
• Manage any application issues that arise and resolve the issues in timely manner base on severities
• On-going review effectiveness of application support
• Review if tools, automation, standard procedures, and policy to achieve high-quality solution and minimum resolution time
• Manage service disruptions and communication with internal team and external partners
• Own incident management, problem management, and service request management
• Managing the support team, planning support and project changes
• Performance management, customer management, review and monitor contracts and SLAs

Skills on Resume:

• Leadership & Team Management (SS)
• Technical Expertise (HS)
• Systems Integration (HS)
• API Development & Management (HS)
• Documentation & Process Management (HS)
• Incident & Problem Management (HS)
• Tools, Automation, & Policy Review (HS)
• Contract & SLA Management (SS)

Job Summary:

• Have a good understanding of the existing systems, infrastructure and policies 
• Analyze the existing application to troubleshoot and provide solution to problems in applications.
• Define and maintain support procedures for handling user support requests
• Coordinate with other IT functional teams to solve user problems.
• Perform and monitor the support processes to ensure user requests are fulfilled according to the SLA.
• Perform system operation and administration tasks
• Checking and monitoring multiple systems' performance on a daily basis
• Work closely with internal users and external vendors to investigate and resolve production system issues
• Communicate system enhancement /bug fix requirements to multiple technical teams
• Work with different internal teams to maintain, upgrade and implement new applications.

Skills on Resume:

• Technical Proficiency (Hard Skills)
• Support Procedure Management (Hard Skills)
• Coordination and Collaboration (Soft Skills)
• System Operations and Administration (Hard Skills)
• Communication Skills (Soft Skills)
• Analytical Thinking (Hard Skills)
• Problem-Solving Skills (Hard Skills)
• Adaptability and Learning (Soft Skills)

Job Summary:

• Setting and delivering team’s roadmap and quarterly goals
• Vendor/partner management for all support areas
• Assurance of installation, operations and support of end user software/application components in the production landscape
• Defining team priorities for operational and project activities
• Creating and maintaining the team planning for operational and project activities
• Own the overall budget for the Functional Application team
• Leading a team of 4-6 Application Support Managers in the UK and Ireland, driving success through effective coaching and mentoring
• Gives input for the application support strategy
• Assist in defining the long-term roadmap for software/application products in use
• Escalate points for major problems or incidents within scope of control
• Proactive communication about the daily work and ongoing/upcoming projects

Skills on Resume:

• Roadmap Planning and Execution (Hard Skills)
• Vendor/Partner Management (Hard Skills)
• Installation and Support Management (Hard Skills)
• Prioritization and Planning (Soft Skills)
• Budget Management (Hard Skills)
• Team Leadership and Coaching (Soft Skills)
• Strategic Input and Planning (Hard Skills)
• Problem Escalation and Resolution (Hard Skills)

Job Summary:

• Oversee a team of Tier 2 Support Professionals and provide them guidance to ensure timely resolution to in-studio problems
• Maintain a high level of awareness of potential in-studio/OTF network issues
• Work with Product Owners to evaluate new and existing hardware/applications that is to be deployed to studios
• Coordinate with software development teams to identify potential software bugs and deploy approved fixes/workarounds
• Maintain IBM Maas360 dashboard and create additional policies and device groups as needed
• Provide documentation for supporting all in-house developed applications
• Develop new methods for streamlining support and reducing turnaround time to customers
• Staffing and training all members of each application support team
• Maintain a high level of support by ensuring support ticket SLAs are met
• Directly supervise employees and carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws
• Conduct skills transfer with onshore and offshore support staff

Skills on Resume:

• Team Leadership (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Hardware and Software Evaluation (Hard Skills)
• Mobile Device Management (MDM) (Hard Skills)
• Documentation (Hard Skills)
• Process Improvement (Soft Skills)
• Supervisory Responsibilities (Soft Skills)
• Communication and Collaboration (Soft Skills)

Job Summary:

• Provide business applications support for core business functions.
• Responsible for all support items submitted from the customer support and clinical groups regarding the business systems and the physician portal.
• Manage team members to provide high quality support to the business.
• Responsible for support processes with the customer support teams and the groups utilizing the internal enterprise systems.
• Manage allocation of resources, assign and coordinate work of team.
• Reports on status of team against metrics and ensures that team knows and is working toward objectives.
• Collaborate with other members of the group to prioritize initiatives and effective resource planning.
• Identify trends that point to a larger issue and escalate.
• Develop necessary report and establish key metrics for evaluation of team’s performance.
• Develop and apply consistent, standardized processes for the team that are regularly updated through lessons learned.
• Be able to evaluate current staff, monitor individual performance and team organization.
• Motivate, lead, and develop a team of diverse individuals with a variety of experience levels and skill sets.

Skills on Resume:

• Business Applications Support (Hard Skills)
• Customer Support Management (Hard Skills)
• Team Management (Soft Skills)
• Process Management (Hard Skills)
• Resource Allocation (Hard Skills)
• Performance Reporting (Hard Skills)
• Collaboration and Prioritization (Soft Skills)
• Problem Identification and Escalation (Hard Skills)

Job Summary:

• Liaise between the infrastructure, service and application teams
• Conduct personnel duties for team (e.g. performance evaluations, hiring and disciplinary actions)
• Utilize in-depth knowledge and skills across multiple application development areas to provide technical oversight across systems and applications
• Provide operational approval for proposed technical solutions for projects
• Develop comprehensive knowledge of how areas of business integrate/interact with systems to accomplish business goals
• Contribute to the success of the Applications Development area by monitoring delivery of end results
• Ensure essential procedures are followed and contribute to defining standards negotiating with external parties.
• Leading a functional application team with a strong background in team development
• Capacity management and planning
• Maximizing process improvement and environment/application stability
• Spearheading DevOps methodologies with team members and vendors alike

Skills on Resume:

• Technical Oversight (Hard Skills)
• Leadership & Development (Soft Skills)
• Strategic Planning (Hard Skills)
• Standards Adherence (Hard Skills)
• Business Integration (Hard Skills)
• Delivery Oversight (Soft Skills)
• Process Improvement (Hard Skills)
• DevOps Collaboration (Hard Skills)

Job Summary:

• Provide escalation point and input into the resolution of all priority incidents and problems where appropriate
• Manage communication in a proactive manner with senior stakeholders who require the technical know-how
• Provide technical ownership of the DR process and testing pertaining to the application landscape
• Communicate the impact of emerging technologies on the business
• Drive a team to identify innovative solutions that enable optimisation of business process, cost and/or time
• Ensure all RFCs and changes are reviewed by a team as part of Primark’s Change Control process
• Support technical teams during Incident and Problem management activities
• Manage risk identification and risk mitigation strategies associated with the architecture
• Work collaboratively within the group and with cross functional IT teams as part of larger IT organization.
• Evaluate installed software solutions and identify areas to improve standards, simplify, and enhance functionality and/or transition to packaged solutions to improve supportability and time to market.
• Work with support partners to determine expectations level of service.

Skills on Resume:

• Incident and Problem Management (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Disaster Recovery (DR) Management (Hard Skills)
• Technology Impact Assessment (Hard Skills)
• Innovation Leadership (Soft Skills)
• Change Management (Hard Skills)
• Risk Management (Hard Skills)
• Collaboration and Teamwork (Soft Skills)

Job Summary:

• Drive stability across production and lower environments
• Take ownership of production issue resolution and implementation of preventative measures
• Build out Platform Services support model to encompass high value-add services across all Lines of business (LoBs) and applications
• Transform organization into a highly skilled workforce
• Impleme self-healing capabilities and focus on developing a fully automated environment
• Implement smart monitoring of E2E customer journeys
• Reduce low impact noise and overall ticket volumes
• Work with application development teams to introduce fully resilient solutions into production environment
• Financial headcount and talent management
• Lead a team with integrity and create an environment where employees feel included, valued, and supported to do work that energizes them.
• Sourcing and hiring talented employees, providing ongoing coaching and feedback
• Recognizing and developing employees, identifying and managing risks, and completing daily management tasks.

Skills on Resume:

• Technical Expertise (Hard Skills)
• Problem Solving & Troubleshooting (Hard Skills)
• Service Model Development (Hard Skills)
• Automation & Self-Healing (Hard Skills)
• Monitoring & Analytics (Hard Skills)
• Ticket Management & Noise Reduction (Hard Skills)
• Resilient Solutions Development (Hard Skills)
• Leadership & Talent Management (Soft Skills)

Job Summary:

• Build key relationships with the business stakeholders to gain support and understand strategic goals and objectives.
• Lead the business unit IT Team to ensure alignment and delivery of projects and services.
• Positively push back on the business, manage a small, offshore team.
• Ensure that IT has a greater understanding of, and is responsive to, current and emerging business needs, and that the business appreciates IT constraints and trade-offs.
• Act as a liaison between the business leadership and the IT leadership
• Manage, coordinate the activities of Business Analysts, Architecture, Delivery and Support staff to ensuring effective support services.
• Develop and coach key staff to increase skills and business knowledge
• Ensure the appropriate communication is provided to the business units and group IT within a reasonable timeframe.
• On the specification of Service Level Agreements with the business unit for the IT services delivered.
• Manage all vendor relationships to ensure Service Level Agreements are met and support has a proactive rather than reactive focus.
• Drive, measure and ensure ongoing customer satisfaction with IT services and processes within a business unit.

Skills on Resume:

• Stakeholder Relationship Building (Soft Skills)
• Leadership and Team Management (Hard Skills)
• Effective Communication (Soft Skills)
• Liaison and Collaboration (Soft Skills)
• Team Development and Coaching (Soft Skills)
• Service Level Agreement Management (Hard Skills)
• Vendor Management (Hard Skills)
• Customer Satisfaction Focus (Soft Skills)

Job Summary:

• Work to manage the demand and priorities balancing Business Unit needs and Group policy requirements.
• Support and guide the business in establishing timely organization change management activities.
• Maintain up-to-date knowledge of emerging technology trends and development in areas of interest to the business.
• Identify opportunities where technology solutions could be leveraged to assist the business in attaining its strategic goals and objectives.
• Ensure that the deliveries of all IT services are in line with the architecture standards that have been defined.
• Acts as an advocate of IT promoting the department and company’s strategic objectives.
• Represent IT as part of any major proposals or client interviews within the bidding process.
• Establishing credibility within the business function of IT capabilities and deliverables to support the business functions.
• Hold technology shared services to account for the delivery of competitive and reliable services
• Work with Group IT on the governance of Business Unit high risk projects

Skills on Resume:

• Demand and Priorities Management (Hard Skills)
• Organization Change Management (Soft Skills)
• Emerging Technology Trends Awareness (Hard Skills)
• Technology Solution Identification (Hard Skills)
• Architecture Standards Compliance (Hard Skills)
• IT Advocacy (Soft Skills)
• Proposal Representation (Soft Skills)
• Credibility Establishment (Soft Skills)

Job Summary:

• Provide the latest clinical applications required when customers use JJSV's equipment systems
• Regularly update customers on product performance and clinically optimal use of equipment system for ophthalmic surgery
• Provide clinical expertise both for sales team and customers when using equipment through training, demonstration, and other sessions
• Help and support equipment sales team and field service engineers with product upgrade and training
• Officially certify doctors and nurses through training channels
• Provide thorough territory management and maintain a high level of product knowledge
• Gather customer feedback
• Lead/assist with any customer activity for equipment segment
• Advise the business on future additions and developments within the Manufacturing IT application landscape
• Introduce and implement new technologies, with particular focus on systems and applications
• Co-ordination of the Application Support team, including regular project status reporting and feedback

Skills on Resume:

• Clinical Expertise (Hard Skills)
• Training and Education (Hard Skills)
• Customer Support (Soft Skills)
• Sales Support (Soft Skills)
• Certification Programs (Hard Skills)
• Territory Management (Soft Skills)
• Feedback Collection (Soft Skills)
• Technology Implementation (Hard Skills)

Job Summary:

• Be responsible for managing the work effort of personnel and 3rd party vendors, in the delivery of assigned projects and programs.
• Make informed recommendations about staffing and budget to support the 3-year road-maps with staff members.
• Directly and indirectly manage the work effort of Company personnel and 3rd party vendors, in the delivery of assigned projects and programs.
• Deal effectively with ambiguity, change and adapt appropriately to a range of situations.
• Assess and declare weekly agency availability.
• Develop and report monthly Officer Operations updates on area operations.
• Manage and Lead a global 24x7x365 organization of technical support professionals and Associate Managers
• Leveraging varied application technologies like Java, .Net, Tibco, Splunk, Jira, Confluence, GitHub, Service-Now
• Partner closely with Product Management, Product Engineering and Infrastructure Services to achieve the highest levels of system availability by leveraging ITIL principles.
• Insure system continuity management integrity through Disaster Recovery testing
• Accountable for system upkeep through periodic maintenance and server life cycle upgrades
• Meet all Department goals for SOX, PII, PCI, Security, Internal and External Audits

Skills on Resume:

• Project Management (Hard Skills)
• Strategic Planning (Hard Skills)
• Leadership (Soft Skills)
• Adaptability (Soft Skills)
• Resource Allocation (Hard Skills)
• Communication (Soft Skills)
• Technical Expertise (Hard Skills)
• Compliance Management (Hard Skills)

Job Summary:

• Lead, manage and develop a multi-disciplined team of Application Support Analysts and System Integration and Test Analysts.
• Manage the skills matrix of team to ensure sufficient resources to provide core hours business support on key systems.
• Identify, procure and contract manage 3rd party support providers to enhance and complement in-house capabilities.
• Ensure key systems are maximally available to the business
• Communicating outages and resolutions to the business in collaboration with the Service Delivery Manager.
• Manage the transition of new systems into support, in conjunction with the Service Delivery Manager.
• Lead the Major Incident process in conjunction with the Service Delivery Manager.
• Provide technical support for existing, in some cases complex, applications
• Collaborate with outsourced, offshore and onsite support teams in a methodical and productive manner
• Actively engage with Engineering, Production and IT to scope, specify and implement factory continuous improvement initiatives
• Drive innovations in BI, understand the data requirements of the business and introduce new and interesting ways of providing that to management.

Skills on Resume:

• Leadership (Soft Skills)
• Resource Management (Hard Skills)
• Vendor Management (Hard Skills)
• System Availability (Hard Skills)
• Communication (Soft Skills)
• Transition Management (Hard Skills)
• Incident Management (Hard Skills)
• Technical Proficiency (Hard Skills)

Job Summary:

• Account for the overall development, maintenance, continuity and support of ERP, POS and Web applications.
• Manage the system development lifecycle: Requirements gathering, implementation, testing, documentation, deployment, training and maintenance
• Review business processes across functions to reduce operational inefficiencies, conflicting business practices and suggest alternative solutions.
• Coordinate outstanding work, including small project requests, and ensure through the development
• Execute testing plans that production issues are minimal after implementation of new enhancements, changes or upgrades.
• Support a governance model to prioritize a portfolio of projects and minimize significant customizations by recommending out-of-the-box solutions.
• Manage Release Preview business process testing for application upgrades
• Be a primary point of contact for application support, documentation and training.
• Maintain up to date knowledge of Spartina 449’s system functionality, customization and integration.
• Support end user requests for new searches, reports, KPI’s, dashboards
• Create and update Customer, Sales Rep, Vendor and Item Master records across Spartina 449’s applications

Skills on Resume:

• App Development (Hard Skills)
• Lifecycle Management (Hard Skills)
• Process Analysis (Hard Skills)
• Project Management (Hard Skills)
• Testing & QA (Hard Skills)
• Governance (Hard Skills)
• Release Management (Hard Skills)
• Support & Training (Soft Skills)

Job Summary:

• Continuous improvements to ensure the teams provide outstanding customer service in resolving tickets and managing incident and problem management
• High degree of participation in projects, bringing operations, support and management expertise to the fore throughout the project delivery life cycle
• Making sure the application's maintainability from the operational point of view is Embedded in the system designs
• Ensure that the future business plans for growth are considered and planned for through proactive capacity and performance management BAU
• Manage and provide leadership and direction to application support staff
• Management of staff prioritizing daily work, scheduling support activities
• Arranging on-call rotas, managing performance and development needs and general HR activities for the team
• Ensure the incidents are managed in line with SLA's
• Perform regular master data quality checks on all new and changed master data
• Establish, update and enforce data standards, procedures and guidelines
• Continuously improve master data content in support of reporting and control needs

Skills on Resume:

• Customer Service Excellence (Soft Skills)
• Project Management (Hard Skills)
• Systems Design and Maintainability (Hard Skills)
• Capacity and Performance Management (Hard Skills)
• Leadership and Team Management (Soft Skills)
• Resource Management (Soft Skills)
• SLA Management (Hard Skills)
• Data Quality Management (Hard Skills)