Application Management Supervisor

Education

• Graduate of any bachelor’s degree in Computer Science, Information Systems / Technology, Engineering or a related study (or equivalent project-related experience).

Qualifications

• At least 3-4 years experience in Business Intelligence, Analytics and Big Data business and other technology domains
• Experience in Oracle database, hive and/or SQL
• Experience in Unix/Linux OS 
• Working knowledge of cloud services, servers and applications
• Working knowledge of AWS services is a plus.

Duties and Responsibilities

Managed Services Governance

• Attend regular service provider meetings to review the health of the relationship, escalating operational issues, discussing changes to the agreement and reviewing service performance metrics.
• Day to day management, on-boarding, monitoring and review of operational performances and data processing activities, ensuring smooth workflows and timely completion of tasks of the vendor partners.
• Develop and maintain internal policies, vendor management procedures, programs and standards for maximizing team effectiveness while minimizing costs.
• Safeguard vendor alignment with stated goals, guidelines and objectives.
• Monitor vendor performance and output, ensure contract terms are being followed, look into the intricate details of vendor contracts, approve or disapprove changes, provide feedback, and develop relationships through effective communication, honesty, and integrity. Continuous work in influencing vendors to meet performance objectives to ensure profitability.

Incident Management

• Acts as a point person for incident management and fostering clear collaboration among stakeholders, other support teams and vendor partners.
• Strategically manage incident queues by prioritizing issues based on severity and business impact to minimize service disruptions.
• Oversee the entire incident life cycle to make sure that the corrective actions are implemented properly and the issue at hand is effectively resolved by the support teams.
• Develop and implement processes and procedures for incident management.
• Monitor compliance with the process, collecting and validating process metrics and/or reports. Technical Application Resource and Compliance
• Provide technical application knowledge and expertise to evaluate change request in production. Assist with risk assessment of applications and identify critical services and system dependencies and implement counter measures as necessary.
• Ensures compliance with statutory and company procedures, including security policies based on the guidelines provided by CSOG and DPA.

Business/Client Support

• Provide front end support to clients and colleagues in other departments. Provide regular follow ups with internal customers and business partners on status of their tickets or projects within your domain of responsibility; this could be both in the ticket comments or via email, chat, phone.
• Conduct in depth reviews with business departments for the purpose of understanding system issues; Work with external support teams and conduct routine meetings to assure alignment on business and technical outcomes.