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Application Support Manager
Ref No.: 17-04056
Location: Chicago, Illinois
Position Type:Full Time
Pay Rate : $ 100,000.00 - 120,000.00 /Year
Application Support Manager

Position Purpose:  To provide vision, leadership and direction for the application support practice by managing the team accountable for supporting the company's business applications. Responsible for managing all aspects of application support including workforce management, service level management, and customer relationships. Primarily focused on internal use applications to insure best practices processes are customer focused, have no gaps in coverage, and are consistent with IT and Company strategies and goals.

Primary Accountabilities/Responsibilities: 
  • Responsible for leading, setting the pace and tone, and managing all HR aspects of the IT Application Support Team to ensure the stability, integrity, and efficient operations of applications and INTL FCStone daily support
  • Manage and mentor the application support team by fixing applications and data issues and work to identify the root cause of the issues
  • Interface directly with and interview partner teams to define application purpose, application dependencies, support standards, including application runbooks, uptime requirements, response requirements, and escalation points.
  • Work collaboratively across IT Operations and IT Applications teams to quickly resolve application issues, set up and maintain application configurations and fine tuning, and keep applications current with the latest patches and updates
  • Lead, implement, and standardize best practices for application support with a focus on continuous improvement
  • Responsibility for resolution of incidents assigned via the Incident Management System by monitoring the ticketing queue to prioritize, allocate, and ensure timely resolution of tickets
  • From interviews, develop and maintain a set of Service Level Agreements with internal IT and business customers and ensure timely turnaround on reported issues
  • Own ticket aging followups and closures
  • Develop and provide reporting on application performance, service level agreements, incident and problem management
  • Apply trouble shooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of business applications • Perform ad hoc application queries and application reporting
  • Review and analyze existing applications effectiveness and efficiency based on failure statistics and analysis, and then develop approaches for improving the applications with the partner groups
  • Collaborate with application project teams by participating in project UAT testing
  • Develop and communicate training and documentation for end users, hold classes as necessary, and other user related activities
  • Work with IT Leadership for continuous improvement of customer satisfaction

Job Requirements:
  • Bachelor's in computer science, business, or a related discipline
  • Excellent interpersonal and communication skills and proven ability to work effectively with all organization levels
  • Fosters and builds a collaborative working relationship with various stakeholders
  • 5+ years of managing a support or application delivery team
  • Experience in Financial Services Industry a plus
  • Demonstrated experience in personnel management
  • Competent and proficient understanding of Microsoft platform
  • Experience working both independently and in a team oriented, collaborative environment is essential
  • Demonstrated ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
  • Ability to remain flexible during times of change and react to project adjustments and alterations promptly, efficiently and positively
  • Ability to persuade, encourage, motivate, and read communication styles of team members and contractors who come from a broad spectrum of disciplines, cultures, and locations
  • Ability to elicit cooperation and defuse tension with colleagues and partners
  • Must be adept at conducting research into project related issues and products
  • Must be able to learn, understand and apply new technologies
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to manage multiple projects and work effectively under time constraints as necessary
  • Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people
  • Strong customer service and orientation in execution
  • Willingness to travel up to 25% of the time
  • Attention to detail is a must

Third Party Applications Not Accepted