L1 Application Support Senior Manager - (US-TN-Nashville - 37250)

Minimum Education: None
Jobcode: 13114478
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Primary Responsibilities:
The L1 Application Support Senior Manager operates and manages a team responsible for all Level 1 application operations functions. The L1 Application Support Senior Manager ensures the team provides reliable and efficient performance in support of established Operating Level Agreements (OLAs).Provides and supports a viable BCP strategy, including participation in regular contingency testing.Participates in Change, Release, Incident, Event and Problem Management processes as needed. Is responsible for the reduction in mean time to isolation and mean time to repair for all production incidents. Manages all user request services to proper OLAs. The Level 1 Application Senior Manager is expected to be able to coach, develop, and mentor a staff of 10+ in multiple regional locales.Manages a team of onshore and offshore staff responsible for the operations and support of databases and applications used to support the firm’s business processes.

Your primary role will be to consistently improve and maintain the applications offerings. You will take on the technical initiatives, as well as take a hands-on managerial and mentoring role with the 3 member team you directly supervise.

· Manages and coaches staff.
· Displays extensive knowledge and excellent of the infrastructure and business applications.
· Schedules staff resources to maintain proper staffing ratios.
· Tracks and ensures work orders and issues are addressed in a timely manner
· Provides leadership and strategic direction for team
· Offers solutions to meet specific ad hoc needs
· Ensures that team has clear assignments, measurable goals and tracks individual and team performance.
· Ensures Operational Run books and procedures are kept up to date
· Exhibits an excellent working knowledge of the various technology platforms and understands their relationship to the business units.
· Regularly contributes to the overall mission of the .
· Engages with L1 Infrastructure Senior Manager, Incident Controllers, and L2 Managers, Subject Matter Experts and other L1 staff(as necessary) to resolve service disruptions, delays or recoveries (contingencies) in a timely manner to ensure service continuity.
· Engages with product management to simplify releases and to improve product stability
· Responsible for implementing and driving strategic initiatives mandated by management.
· Is responsible for ensuring team is proactive in the resolution of production issues before outages occur.
· Serve as the integration point for ensuring overall system's health, problem resolution, and operational readiness by holding the following responsibilities: monitor performance, capacity, availability, and usage metrics to ensure established OLA's are being met and proactively resolve negative trending as required
· Project manage activities required for operational maintenance support of the infrastructure, as well as ensure infrastructure software is maintained at appropriate revision levels.
· Ensure operational readiness tasks have been before changes are moved into the production environment
· Solve moderately problems and/or conduct moderately analyses
· Translate concepts into practice
· Provide explanations and information to others on difficult issues
· Coach, provide feedback, and guide other
· Act as a resource for others with less experience
· Responsible for driving efficiency and efficacy of offshore staff