Manager Application Management Services

Paterson, NJ, United States

We're in search of a Manager who has a solid track record in maintaining and supporting vital applications. This role will serve as the central coordinator, bridging operational, technical, and administrative aspects between GAF Application Teams and 3rd party Application Managed Services teams across diverse locations. With a primary emphasis on clearing hurdles, this position advocates for all technical facets of maintenance and support, guaranteeing deliveries align with our service level agreements.

Be the primary management for the Application Managed Service vendors who will execute the day-to-day support and maintenance across our portfolio of applications.

Application technologies include Salesforce, .NET, Azure, Peoplesoft, Mulesoft and Sitecore platforms, but additional applications may be added in the future, as needed.

Monitor and uphold SLAs, ensuring that maintenance and support activities meet agreed-upon performance and availability standards for our applications and services.

Report out to leadership on performance KPIs of the partners at regular intervals.

Define processes to optimize the onboarding of new applications and resources into the program.

Coordinate with cross-functional teams to address maintenance and support needs of the applications, facilitating swift issue resolution and system upkeep.

Oversee troubleshooting activities, diagnose and resolve technical issues, and implement strategies to prevent recurring problems.

Liaise with other 3rd party vendors where applicable for escalated issues, and maintenance requirements, and ensure effective support of our applications.

Monitor and implement improvements by working with vendor teams to enhance our systems' efficiency, responsiveness, and overall performance.

Ensure our applications adhere to security protocols, regulatory requirements, and internal compliance standards during maintenance activities.

Develop and maintain comprehensive documentation outlining maintenance procedures, troubleshooting steps, and best practices. Conduct training sessions for vendor teams and GAF interfacing team members regarding system maintenance and support.

Identify opportunities for automation, optimization, or procedural improvements to streamline maintenance and support processes.

Under this Roof weValue

At least 7 years of continuous IT and business/industry work experience with at least 3 years managing teams.

Bachelor’s Degree in IT/Computer related field (advanced degree preferred).

Solid understanding and proven track record leveraging industry best practices and standards including, modern architecture and development practices, ITIL and SDLC.

Strong expertise in Enterprise Applications with a proficient understanding of Digital Technologies.

Identifying opportunities to optimize maintenance procedures for efficiency.

Effective communication with internal teams and vendors regarding support tasks and strategies.

Ability to manage and respond to critical system issues effectively.

Developing long-term strategies for system maintenance and support.

Making informed decisions on critical maintenance and support issues.

Leading changes in maintenance procedures and strategies.

Managing relationships with key stakeholders for support initiatives.

Technical Knowledge/Skills

Deep understanding of many technical disciplines with a focus on Salesforce (Sales, Service, and Experience Clouds), .Net Core, .Net Framework, PeopleSoft, Mulesoft, Sitecore/CMS, and Azure

Understanding of Salesforce platform programming languages like Visualforce, Lightning Web Components, APEX, SOQL, and SOSL.

Expert knowledge of environment management, org strategy, release management, code versioning best practices, and deployment methodologies.

Extensive experience with Microsoft Azure and supporting services (DevOps, Kubernetes, etc.), including broad knowledge of supporting Infrastructure technology (Networking, Database, etc)

Expert knowledge of security requirements, microservices, service-oriented architecture, design patterns, SOLID design principles, multi-threaded systems, automated unit testing, test-driven development, and acceptance test-driven development.

Understanding of Event-Driven Architecture and Azure Service Bus.

Good understanding of serverless architecture and NoSQL databases (e.g. CosmosDB).

Good understanding of various authentication protocols like oAuth2.0, OpenID Connect, SAML, JWT, and others.

Solid understanding and experience in Service Management methodology and tools.

General Knowledge/Skills

Solid understanding and proven track record leveraging industry best practices and standards including modern architecture and development practices, ITIL, Agile and DevOps.

Strong collaborative skills to work across multiple stakeholder groups.

Ability to effectively communicate and report to different levels within and outside the IT Organization.

Leadership: You are a real strategist and functional expert; leading groups to serve a specific functional mission excites you. You engage actively in mentoring, providing guidance, and coaching team members to build, develop, or enhance their management and leadership skills.

Sets stretch objectives

Brings out the best in people

Constructs compelling development plans and executes them

Strategic Innovation: You create an environment that inspires the organization to generate novel solutions with measurable impact for customers.

Can anticipate future consequences and trends accurately

Can create competitive and breakthrough strategic plans

Is future-oriented, proactive, and forward-thinking

Influencing & Negotiating: You are assertive and present your ideas and persuade other key leaders, gaining support and commitment from others; mobilizing people to take action, and using creative approaches to motivate others to meet business goals.

Can negotiate skillfully in tough situations with both internal and external groups

Can win concessions without damaging relationships

Influences across boundaries to gain support for ideas that impact a wide range of stakeholders with diverse priorities.

Communicating Effectively: Clearly express and readily share information both verbally and in writing; actively listen to gain understanding.

Communicates proactively, visibly, and consistently at organizational levels.

Relays important information regarding organizational and chapter strategy, direction, and responsibility.

Inspires commitment and a drive for action for a variety of vehicles and approaches.

Consideration will be given based on geography, candidate experience, and qualifications.

Annual Salary Range: 144,000-184,000

We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).

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