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Application Support Manager
Ref No.: 17-06825
Location: Philadelphia, Pennsylvania
Position Type:Contract
Start Date: 07/27/2017
My client in Philadelphia, PA has an immediate need for an Application Support Manager.

Location: Philadelphia, PA
Duration: Permanent or 6 Month Contract to Hire
Start: ASAP
Rate: DOE
General Description:

As a member of the US Digital Team, the Digital Support Lead will own the customer satisfaction of our Operating Company eCommerce storefronts from a problem resolution perspective. They will also project manage all production incident ticket resolution, manage/coordinate the production and disaster recovery site application code releases, and will serve as the lead on any production outages to ensure timely resolution. Duties include, but are not limited, to:
  • Work as the lead, as well as be directly engaged/hands-on as a member, of the Digital Support team to ensure high customer satisfaction and reliability of US ecommerce and other digital platforms.
  • Establish and track to metrics/SLAs to ensure high customer satisfaction for US ecommerce and other digital platforms.
  • Establish and develop/grow positive working relationships with both external customers (operating company ecommerce managers) and internal customers (Digital functional and development teams, ERP, infrastructure, and other IT organizations).
  • Review, analyze, evaluate, prioritize and track all business reported and other production incidents.
  • Understand systems analysis of complex cross functional business processes and assist in the resolution of any issues.
  • Plan, coordinate and monitor the production/DR releases of ecommerce websites and mobile applications with a cross functional team of developers, quality assurance, application administrators, infrastructure and business users.
  • Serve as the key recipient of all system alerts related to US Digital systems uptime/availability and lead the timely resolution of any systems issues/outages.
  • Track and communicate on all systems issues/outages in a timely manner to the business and create aggregated outage reports for senior Digital/IT leadership level monthly.
  • Analyze existing support and release management processes and recommend enhancements/refinements for continuous improvement.
Work Experience Requirements:
  • 4-8 years in leading an application support (or development) team
  • 4-6 years of experience in business systems analysis
  • 2+ years of experience in Agile Project Management methodology (Jira experience preferred)
  • Excellent oral and written communications are a must
  • Strong ability to work independently as well as in a team environment
  • Knowledge of the electrical distribution industry is preferable
  • Knowledge of SQL is a plus
  • eCommerce project experience a plus
  • RemedyForce help desk software knowledge a plus
  • Working knowledge of the following development technologies a plus:
  • IBM Websphere Commerce, Java, JSP, HTML/Java Script/CSS; Web Services; ESB Technology ; Epicor Eclipse ERP