Application Support Manager Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the application support manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

C Kling

Cielo

Kling

1939 Gulgowski Court

San Francisco

+1 (555) 679 1591

1939 Gulgowski Court

San Francisco

Phone

p +1 (555) 679 1591

Experience Experience

Detroit, MI

Application Support Manager

Detroit, MI

Kuhn, Balistreri and Romaguera

Detroit, MI

Application Support Manager

Develop and provide reporting on application performance, service level agreements, incident and problem management
Provide first level people management responsibilities including hiring, performance and compensation management
May lead a small team of technical contributors providing work direction, guidance and coaching. Will also provide technical leadership to project teams
Track, measure, and report key performance indicators to monitor team performance and identify opportunities for continuous improvement
Develop and utilize core tools and processes to perform daily function whilst improving day to day practices for the CIB Banking production management group
Partner with Development team to develop efficient production support management
Provide and/or review and rationalize estimates that will be provided to other teams (primarily development)

Detroit, MI

IT Application Support Manager

Detroit, MI

Lubowitz-Marvin

Detroit, MI

IT Application Support Manager

Administer departmental change management processes and participate in weekly change management meetings
Manage the release calendar for all OM activity (code fixes and work orders)
Manage service restoration, incident resolution, root cause analysis by working with various technology and business teams
Manage established budgets and forecasts
Work with various teams to ensure business work requests / requests are delivered with minimal business impact
Project delivery - oversee and manage business initiatives that is small in nature following the project management standard
Ensure stakeholders expectations are well managed

present

Boston, MA

Application Support Manager Clinical Systems

Boston, MA

Keeling LLC

present

Boston, MA

Application Support Manager Clinical Systems

present

Assists manager in resolving high level conflicts or program issues by making decisions or negotiating with affected senior management
Works with Change Management/ Release Managers on the evaluation of change events
Develops and maintains process and procedure documentation (knowledge management)
Develops and distributes performance metrics for services and reporting for the unit
Provide thought leadership and championship in process improvement to automate, standardize, and document application support tasks
Ensures monitoring alerts and systems events are assessed, prioritized, and managed
Maintains effective relationships with core and extended program team members, peers, senior stakeholders and business managers

Education Education

Bachelor’s Degree in Computer Science

University of Cincinnati

Bachelor’s Degree in Computer Science

Skills Skills

Five plus years experience in system analysis, writing technical design and development specifications, test plan preparation, unit testing, and system integration testing and documentation
Five plus years experience leading offshore resources in Level 2/3 support to achieve aggressive Service Level Agreement, key business controls and driving innovation to improve services
Strong Experience in Ansible, Jenkins, GIT Tools, Javascripting
Strong Experience in Java Technology as a Coder knowledge
Strong team lead experience
Strong analytical and problem solving skills
7+ years of Information Technology experience and with [Insert Specialty or Technologies] Installation, Administration and Support experience in a medium to large company
Excellent organizational skills and attention to detail
Strong communication skills
Excellent documentation, analytical, problem-solving and organizational skills

Create a Resume in Minutes

15 Application Support Manager resume templates

Read our complete resume writing guides

Application Support Manager Resume Examples & Samples

Perform as a trusted partner and peer of EDW and ICDW production support managers, offering innovative ideas and business as usual operational excellence
Build India-based staff to meet FTE/FTC goals
Coordinate shift schedules with EDW and ICDW team managers to meet production demand
Assuring staffing is adequate to meet demand, change control procedures are followed, disaster recovery plans are in place, job performance and SLAs are maintained
Drive incidents to resolution
On-call management and escalation support
May be required to assist with troubleshooting and other ad-hoc assignments as required
Tracking and communicating issues to management and other business partners
Providing on-site supervision and feedback to local employees, including PMC reviews, training, goal and career planning
10+ years managing operations personnel in a global technology environment
3-5 years experience with the following

Application Support Manager Resume Examples & Samples

Testing and Deploying new code updates and patches using firm and departing Change Control practices
Developing scripts to automate repeatable manual tasks
Troubleshoot and resolve system or provisioning issues. This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
Participate in Disaster Recovery events and Major Event Changes
Participate in audit support activities, as they pertain to Information Security, for both internal and external audits. Perform audit support tasks as assigned
Flexible with regard to working shifts; On-Call & weekends; Overtime
Bachelors degree in Computer Science or related field of study or equivalent relevant experience
Extensive UNIX and Windows O/S backgrpund

Cib-pim-application Support Manager Resume Examples & Samples

Manage a team of high performing technical resources to deliver robust application support
PTO (Permit-To-Operate) reviews and provide input to the design recommendations; incorporate security requirements into design; and provide input to information/data flow, and understand and comply with Permit To Operate Methodology in all planning steps
Ensure that all production changes have been tested, properly reviewed prior to production implementation
Ensure that all necessary run-books are provided to properly support new/modified application changes
Adhere to IT Control Policies throughout design, development and testing. Ensure compliance prior to production implementation
Oversee and report service level issues and suggested enhancements escalated by Service Delivery Team to diagnose and address underlying system problems and inefficiencies
Defect reporting and tracking of production issues
Work with business and service delivery team to ensure appropriate business measures are supportable by the Production Management team
Coordinating Production Management response/communication
Audit function: Auditing ourselves on how we responded/performed
P1Sxx Follow-up; Incident Summaries and action item tracking
Champion and drive implementation of Production Management tools across application suite supported (Mainview, etc.)
Identifies and resolves conflicts with minimal supervision. Helps teams resolve conflicts through the use of conflict resolution tools and techniques
Negotiates skillfully in difficult situations with both internal and external groups
Attempts to collaboratively resolve issues with the team. Negotiates mutually acceptable agreements with internal and external groups
Strong technical background in a variety of diverse systems and environments
Ability to work simultaneously within different technical environments
Performance Metrics & Reporting, Technical Problem Resolution, Business Applications Knowledge Business Continuity/Resiliency Knowledge, Change Management, Corporate IT Audit Process, IT Risk Management, Risk Assessment, Customer Service
Experience using mainframe languages, tools & facilities: JCL, Changeman, Zeke, VSAM, Cobol, CICS, DB2, Ca7, Eztrieve, Endevor, Fileaid, and other TSO utilities
Bachelor or Master's degree in Computer science or equivalent with relevant experience
24/7 Customer Support and Service Delivery Model - Proficient
Business Analysis - Intermediate
Business Applications Knowledge - Intermediate
Business Continuity Testing Knowledge - Intermediate
IT Risk Management- Intermediate

O&t-application Support Manager Resume Examples & Samples

Primary focus areas will include promoting stability and quality of support services in line with our GPRCT strategy while ensuring to align with the wider ICG initiatives and technology management policies, as well as day to day operation and oversight for the various support groups operating in the region
This role will manage all production technology and resources for Global Clearing and Risk platforms
Familiar with various global clearings across 3 regions (EMEA, NAM & ASPAC)
Work across multiple application development areas and support teams to ensure high level of support service
Provide strategic influence and exercise control over resources, budget management and planning
Evaluate Subordinates' performance and make decisions on hiring and other personnel actions
Ensures essential procedures are followed and contribute to defining standards. » Demonstrate in-depth understanding of how apps development integrates within overall technology function
Being able to partner with Technology and Business stake holders to derive and drive strategic actions
Being able to involve and drive regulatory requirements for application systems and aspects pertaining to them
Drive the change in culture to ensure Production Support best practices are implemented while ensure partnerships with developers and business partners is strengthened
Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team
Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively
Effectively communicate and interact with infrastructure and supporting technology groups across a distributed WinTel or Unix/Linux environment to drive problem resolution and service levels
Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Minimum 10-12 years of experience working in IT industry with 8-10 years of experience in Technology solutions or support service delivery for banking industry
Prior experience in large scale enterprise application development, capacity planning, optimization, re-engineering, performance fine tuning and cost optimization
Able to work with sense of urgency under multiple deadlines and successfully organize and complete tasks with minimal supervision
Experience in leading staff in a Production Support group in a high availability / mission critical environment
Experience in managing communications across business and technology stakeholders at varying levels across a medium to large scale enterprise. TECHNICAL SKILLS
5-8 years experience with AIX, MQ, Oracle, Java, SQL, NDM
Mainframe z/os is desirable but not a prerequisite
Software Engineering & Change Management » Understanding of client server architecture (clustered and non-clustered)
Interfaces and Messaging systems PERSONAL SKILLS
Applied knowledge of standard development methodologies
Ability to handle high stress and pressure situations
Strong problem solving and program execution skills while being process orientated

AML Critical Application Support Manager Resume Examples & Samples

Accomplish AML Program objectives through the effective oversight and support of critical AML applications
Act as the central point of contact for Business Continuity activities and exercises for the Canadian AML Office. Ensure that Business Continuity plans adequately address critical application needs and are tested according to applicable policies and standards
Oversee and manage the relationship between applications critical to the Canadian AML Office and the responsible technical teams either within the LOB/LE or BMO T&O
Ensure proper escalation and management of issues which impact the U.S. AML Office resulting from performance, functionality or changes within critical applications
Champion initiatives to improve monitoring systems and capabilities based on identified risk and control gaps
Assist the AML Technology and Analytics Manager in preparing materials required for Audits and Exams
Assist in the evaluation of projects and initiatives across BMO US to properly identify areas of impact concerning critical AML applications
Effectively manage information supporting data structure and process flows throughout the Canadian AML Office
Recommend: Has the authority to provide and recommend actions to mitigate risk and use judgment-based decision-making regarding AML policies and procedures
Monitoring: Has authority to collect customer data from internal customers to ensure the accuracy and completeness of AML processes
Canadian AML Management Team and staff
BMO Financial Group Canadian LOBs – P&C, PCG and Capital Markets
Bank Examiners and Auditors
5+ years of prior AML and Compliance experience
3+ years in a leadership or management role
Maintain or are pursuing an AML related certification (e.g. CAMS)
Expert knowledge of Anti-Money Laundering and FINTRAC requirements
Solid experience in BCP development and implementation
Theoretical understanding of math, financial economics and or statistics preferred
Strong problem solving and critical thinking skills
Ability to interpret and disseminate regulatory changes
Experienced presenter, with excellent communication skills and ease interacting with Senior and Executive level management

Application Support Manager Resume Examples & Samples

Lead US Application Support team responsible for ensuring maximum system availability and quick and accurate remediation of issues within Global Equities
Application support and liaison between the business and technology for electronic and cash trading applications & algorithmic trading related issues
Management of day-to-day operations of low latency trading applications and infrastructure
Communicate outages, other issues, and project status effectively to stakeholders and drive changes to minimize risk to our organization
Interface with exchanges/ECN’s and client-side EMS/OMS/vendors to troubleshoot and resolve issues including connectivity, order handling, and executions
Participate in decisions around design and direction to meet business needs
Support integration of new releases, bug fixes, patches and configuration changes into production, including post release checkouts and trader trainings and notifications
8+ years of experience in financial industry with strong knowledge in the equities domain
Must have strong leadership skills and collaborate well with others across the broader Global Equities and IT organization
Experience as a part of a team providing 24x7 production support
Must be strategically focused and constantly looking to improve our environment
Strong technical skills

Application Support Manager Resume Examples & Samples

Provides leadership to Global Resources, which includes assigning tasks or work, setting context, mentoring and coaching in order to create and maintain a high-performing team
Assumes the role of Lead Support Analyst, interacting and collaborating with team members and other departments as appropriate in order to gain knowledge relevant to application support (such as understanding new functionalities, what parts of system are being changed, and required environmental changes) to ensure successful implementation of changes
5+ years in the IT industry with technical / application and/or production support experience
Exhibits solid knowledge of databases
Experience in a medium to complex data warehousing environment running on UNIX, Linux, DB2 platforms
Experience working in a medium to large size shop with a matrix reporting structure
Possesses a good knowledge of a significant segment of client business and/or industry standards
Experience working in the financial industry is an asset
Possesses a university degree/college diploma in Computer Science
Strong team lead experience
Clear, concise and effective communication skills, verbal and written
Excellent organizational skills and attention to detail
Development capabilities in Abinitio, DataStage, Informatica, SSIS or similar data transformation technologies
SQL scripting and Data warehousing experience; experience with AQT and Aginity an asset
Solid knowledge and experience of SDLC (Software Development Lifecycle)
Strong experience meeting with clients and users
Proven experience building and maintaining client relationships

Application Support Manager Resume Examples & Samples

Accountable for production stability and recovery, including ownership of incidents and change management
Drive process improvements and efficiencies including an Automation Center of Excellence
Manages level 2 production support resources and engages with level 3 and development teams when needed
Responsible for Audit, Risk, and Control Self Assessment Oversight of the production environment
Ensuring disaster recovery architecture and environment is adequate to meet application RTOs
Identifies improvement opportunities in the production environment, including owning the outcomes of the root cause analysis process
Responsible for managing a team of approximately 30 resources
10+ years of experience in information technology with an emphasis on Application Support Management
7+ years of organizational management experience, managing teams of equivalent size, and experience working with global and diverse teams
7+ years leadership skills, drive for continuous improvement
Demonstrated experience managing a team of 15+ people
7+ years of experience managing an end to end technology environment, including experience with software, hardware, desktop, utilities, and other infrastructure components
7+ years of experience managing application support functions, including experience working with service manager or peregrine, and with monitoring tools such as tivoli, wily, net cool
Excellent communication skills, particularly verbal skills
Strong interpersonal skills: level-headed and composed
Automation experience in an application support environment is a plus
IP soft experience is a plus
Strong problem solving skills and ability to make swift, sound decisions
Ability to influence and drive change
Ability to attract, develop and retain talent
Application Development background is a plus

Application Support Manager Resume Examples & Samples

Ensuring internal data integrity which includes daily global pricing, security master and many forms of trade data. Also providing timely support for issues regarding Russell enterprise data, including data analysis, setup, troubleshooting, data queries, data changes, and reporting
Supporting oversight to ensure that Russell systems are fully supported 24/7. This position will participate in planning and maintaining Business Continuity for internal systems
Managing internal batch processes and data integrity, including pricing, security master, and trade data
Determining technology support needs and assessing availability of resources
Providing support to business units in trouble shooting data issues and reaching resolution
Partial responsibility for vendor relationship management, including managing release cycles
Bachelor’s degree required (Computer Science, MIS or Finance)
2-4 years experience in supporting brokerage or investment management back office systems preferred
Experience with Powershell is required
Proven customer service skills
Broad technical knowledge of client server, intranet, networking, and SQL relational database systems
Experience supporting a 24/ 7 environment
Ability to troubleshoot and resolve data related issues
Strong organization and communication skills
Ability to multi-task and handle interruptions

Application Support Manager Resume Examples & Samples

· Provide production and non-production environment support for critical Applications
· Partner closely with Application Development, Testing teams, all data consumers, and other dependent support teams
· Chair and participate in Project Working Group to improve production stability
Education: Bachelor’s degree in Computer Science, Engineering or related technical field
Experience: 6- 12 years of work experience in Applications Support / Infrastructure Support Environment
Excellent interpersonal skills and be able to rapidly understand and retain knowledge of business processes and the technology systems
Excellent written and verbal communication skills necessary to drive production support meetings and agenda
The candidate should demonstrate thought leadership within a global organization and project himself as strong team player
Ability to comfortably use and adapt to a number of different technologies to analytically resolve complex issues
Excellent interpersonal skills, team player, with an ability to remain calm under pressure
Ability to prioritize work load, multi task and react quickly to meet business expectations
UNIX shell scripting and/or Perl
Strong working knowledge Oracle & SQL Server (SQL Querying, SP, triggers, views & other DBO.)
Experience with system monitoring tools like SSIS or Rabbit MQ
Experience creating automation tools via scripting in both Linux as well as Windows environment

Application Support Manager Resume Examples & Samples

Oversee daily operation of Liquidity Risk systems in Production and Pre-Production, serve as a point of escalation for application incidents, drive the Post Incident Review process where the incident is customer visible, or where the incident would otherwise indicate systemic, structural or recurring problem characteristics
Work closely with Business customers to understand priorities and impact while tracking the progress of time-sensitive Production issues to ensure a timely resolution and communication of progress
Establish and maintain the relationship of trust and partnership with Business customers and other RBC IT teams
Monitor and facilitate adherence to documented application Service Level Agreements (SLAs) and enable efficient reporting of SLA metrics
Participate in the definition of non-functional requirements (NFRs) for new applications or major enhancements to ensure that major application changes conform to Production supportability standards
Collaborate with the Problem Manager to ensure business-centric depiction of service business and technical impact, problem root cause, symptoms and remedial actions, and track remedial actions to completion against committed PIR dates on behalf of Liquidity Risk customers
Maintain relationships with key escalation contacts in order to efficiently escalate Production issues that need assistance from outside of your team
Ensure that the Support Team follows and documents Production Support processes consistently
Drive registry of reported incidents and alerts from arbitrary sources within the application realm, ensuring causal links between these events and visible service impacts to business customers are well understood by service management representatives
Oversee application support operational requirements prior to promotion into Production environment(s), including application / vendor product Production readiness vetting, validation of alerting sufficiency, schedule management according to defined standards, failure scenario runbook, change management validation and approval and sign-off of configuration management testing
Oversee steady state functions for functions such as minor platform refreshes, disaster recovery plan currency and testing, application-centric performance and capacity testing, application ownership functions such as access verification and attestation, and currency of operating documentation
Trains new team members on the application as well as production support framework and processes. If team members present in regional locations, ensures the continuity of team operation
Previous management experience in an application support perspective with a demanding customer base is a must; however, experience as a senior technical lead with proven experience in multiple project/application support role will definitely be considered and is an asset
Sufficient technical knowledge to participate in investigating and resolving medium- to highly-complex technical issues that often require business application understanding. This includes: relational databases, operating systems, data transformation technologies, shell scripting, job scheduling software
Professional experience with applications having multiple functions
Excellent communication skills (both written and verbal). Much of our work is collaborative and requires detailed interaction in multiple forms with Business customers and team members
Ability to prioritize multiple streams of work in multiple contexts within a fast-paced work environment
Analytical thinking – able to solve problems in complex environments
Able to interact effectively with sophisticated Business customers
Professional experience in a risk management environment an asset
Conflict and issue resolution, and escalation in a timely manner when necessary
Risk Assessment & Quantification methodologies
Ideal candidate would possess some knowledge of the Capital Markets business, specifically Middle Office Market Risk Management. In this position, it is often essential to be able to express technical issues in business terms, and vice-versa

Summer Student, Application Support Manager Resume Examples & Samples

Ability to gather reporting requirements and organize into useful criteria, apply that criteria and represent in an easy to read fashion
Familiarity with service level management
Strong background in Operations
Sun Solaris UNIX and LINUX hardware and software administration skills
Microsoft windows server installation and administration skills
Familiar with major databases, e.g. Oracle, Sybase, MS SQL Server, etc
Performance, change, and trouble management including log book, etc
Knowledge/experience in Local Area Networking, or Network Design
Knowledge/experience in Wide Area Networking: Frame Relay, ATM, TCP/IP, Switching, or Routing
Technical writing skills
Excellent problem solving techniques and trouble analysis skills
Knowledge in Cisco and Nortel software and hardware
Programming skills in, e.g. C Shell, PERL, etc
Knowledge/experience with Network OSS applications such as Preside, HP OpenView, Tivoli, Cisco Works, InfoVista, etc
Knowledge of Windows 2003 Active Directory Services
Intermediate experience in SQL Server 2005, MCDBA preferred, SQL Reporting Services, Report builder
Familiarity with usage of Windows 2003 Performance Monitor
Background in L2/IP performance management reporting

Application Support Manager Resume Examples & Samples

Provides ongoing support and troubleshooting for installed applications by analyzing a chain of events and applying technical knowledge that follow established procedures and standards
Leads post-implementation reviews of the application to ensure its effectiveness and relevance to the business
Designs and creates data integration between applications as well as job controls, custom scripts and custom monitoring utilities
Analyzes the current state of production software application and identifies opportunities for improvement and future releases
Manage the maintenance and creation of software solutions within the parameters of the documented Software Development Life Cycle standards
Manage the maintenance and delivery of software solutions (both vendor and in-house) within the parameters of the MTS standards for change control
Manage the development of system designs with functional and technical specifications to meet customer functionality, customization and integration requirements
Provide guidance and assistance to business users and internal support teams on all aspects of application installation, configuration, deployment, and support
Prepares Supporting Documentation and Application User Guides
Interfaces with Application Developers to Coordinate Systems Implementation and Releases
Designs and Creates job controls, Custom Scripts and Custom monitoring utilities
Manages the gathering and submission of requirements needed for IT Compliance as it pertains to the Corporate Systems application portfolio
Strives to provide high quality service to our business customers as a primary support contact for our applications
Managing diverse and potentially demanding business customers with a professional, courteous manner
May lead a small team of technical contributors providing work direction, guidance and coaching. Will also provide technical leadership to project teams
3+ years in Application Management
3+ years in Project Management
Degree in Computer Science or Related Fields is desired
Proven ability to provide technical support
Demonstrated ability to deliver business-oriented customer service, across a portfolio
Able to successfully manage a varied workload with minimal intervention from Management
Thorough understanding of the software development lifecycle
Ability to troubleshoot the following tools in regards to application support tasks: MS Excel, MS Project, MS Visio, MS PowerPoint. MS Word
Experience with all the major phases of system development

Application Support Manager Resume Examples & Samples

6+ years' experience in a similar role with a 3rd level IT degree
Experience working in application support
Experience with MS SQL Server, including knowledge of constructing complex SQL queries
Microsoft Visual Studio and SQL Management Studio experience required
Experience with the Microsoft BI Suite of applications SSAS, SSIS and SSRS
Accomplished SQL Skills to include data management, mining, and modelling
Technical experience matching the following list; asp.net, c#, javascript, AJAX, web art design, WWF, WPF, WinForms, LINQ, TSQL, Telerik, DevExpress and SharePoint
Experience managing a small technical team

Application Support Manager VP Resume Examples & Samples

Running project meeting with local JPMC environment management staff and vendors – and tracking project progress
Maintaining planning records of environment bookings and environmental requirements to support testing
Documenting all environments including ownership, service levels, versions and infrastructure information
Reporting and managing costs for each environment and identifying cost savings
Prioritising issues for resolution before UK start of business day
May be required to provide out of hours coverage to support environment maintenance activities
Report to the based Global Environment Support Team Manager
Very good organisational skills
Good verbal and written communication skills, with the ability to produce clear, concise and tidy documentation
Experience of working as part of a globally distributed team
Experience with environment management practices and procedures
Hands on experience with a variety of technologies. Preferred technologies include, amongst others, Unix, Oracle, IBM iSeries, Java, MQ
Excellent verbal and written English required
A proactive approach to problem solving, taking ownership of issues
Good prioritisation and time management
A desire to provide solutions of the highest quality
Attitude - enthusiastic, positive, and self-motivated

Application Support Manager Resume Examples & Samples

Responsible for managing/coordinating any/all technology related activity or special
Accountable for coordination and scheduling of all after-hours and weekend production support activities
Responsible for ensuring all teams within client facing platform technology are compliant and aware of the latest policies and procedures in regards to Production Support
Act as the primary liaison with IB Command Center representing C&FS / Investor Services client facing platform AD for all Production related activity
Act as the primary liaison with the Infrastructure teams and coordinate/facilitate all infrastructure related activity requiring AD engagement
Responsible for updating and maintaining yearly SLA Agreements with each business unit
Act as the primary liaison for all Information Risk Management initiatives and coordinating all Risk related activities such as but not limited to: Control Self Assessment (CSA), Application Security Assessments (ASA), and access administration/certification
Provide ongoing support of applications and systems at agreed service levels
Participate in large scale projects that impact the business and technology in the region
Ensure that all production changes are processed according to Change Management policies and procedures
Manage, Coordinate, and Participate in BC/DR exercises
Familiarity with financial instruments and portfolio management is desirable. The candidate will be expected to gain new financial business related knowledge as needed
Lead and manage the team such that all HR related activities and requirements are maintained
Lead, manage and grow the human resources, skillsets and capabilities of the global team
Minimum of five + years in a production support management role within Financial Services Industry
Some development background using Java, SQL, .Net. .Net preferred and a plus
College degree in computer science, mathematics, or equivalent experience. Masters degree a plus
Minimum three years experience in financial industry application support
Understanding of UNIX commands and utilities and experience with troubleshooting Unix Shell Scripts, monitoring tools and JVM environments
Three or more years experience with Sybase, Oracle, and MS SQL a plus
Experience with Informatica or another ETL tool a plus
Excellent organizational skills, vendor management skills, inclusive of issue tracking, metric reporting etc
Ability to communicate at multiple levels across AD and the business using both written and oral media
Ability to identify and clearly communicate problems/support requests in order to influence the prioritization of production defects and/or enhancements

Application Support Manager Resume Examples & Samples

7+ years’ experience with VisionPLUS applications with an understanding of their deployment in Barclaycard
3+ years’ team leadership experience, particularly with work scheduling and planning tools
5+ years’ experience working in an Application Support environment in a service driven organisation

Application Support Manager Resume Examples & Samples

Leading and guiding a team of support analysts regionally and partner with peers running regional teams
Manage SLAs with internal and external teams as well as 3rd party vendors
Handle day to day issues including daily health checks of applications and processes, working closely with End users, Development staff and Infrastructure teams, to prioritize and resolve tickets or provide work around
Monitor activities/processes of production to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives
Own incidents and problems and work to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues
Implement continuous process improvement, including but not limited to , policy, procedures, and production monitoring
Promote a collaborative Team environment that fosters creativity, innovation and high performance
Must be very detailed oriented and very organized
Must demonstrate the ability to effectively communicate verbally and in writing to the team, management and the customers
Possess fantastic trouble-shooting skills, are driven to help internal/external customers and have the ability to dive deep into a new product to learn it inside and out
5+ years of experience in Operations/Production support
3+ years of experience in managing global application support teams
1-3 years experience in data analysis, PLSQL, and T-SQL
3-5 years experience in UNIX/Linux environment
3-5 years experience in UNIX shell, Perl scripting
1-3 years experience working with Websphere MQ platform
Knowledge of XML, SWIFT and FIX protocol is a plus
Experience working with Messaging systems using JMS is a plus
Strong technical knowledge, SDLC, and software development background is a plus
Experience working in financial services industry particularly in a Trade Utilities area is a big plus

Application Support Manager Resume Examples & Samples

Responsible for leading a support team for resolving application incidents and problems
Coordinates support team activities for multiple initiatives in order to meet application support objectives
Participates in and/or leads problem resolution and recovery meetings, interacting and collaborating with team members and other departments (including Line Of Business partners) as appropriate, to ensure that the required activities will be performed as it relates to problem solving resolution and recovery
Accountable for the analysis, maintenance and problem resolution of applications in support of the Lines of Business (LOBs) strategies
Performs in depth analysis on production problems, identifies root causes, and recommends solutions to resolve application malfunctions and prevent recurrence
Participates in project deliverables, eg: assists in the building of project checklists, in order to contribute to successful project implementations
Consults with third party vendors, as appropriate, to obtain support on their product for internal problem resolution and prevention
Communicates critical production problem status, resolution strategies, and rationale of the resolution to senior management and executives to keep them informed of critical production problems and to gain approval on operational activities
Provides technical coaching to team members on design patterns, development processes, and application functions in order to improve their technical skills
Provides occasional after hours and weekend support

Application Support Manager Resume Examples & Samples

Provide build and deployment process and implementation for the application
Design application configuration management for the application, config setting across environments
Design hardware infrastructure, server configuration, and provide documentation
Design production and lower-level lifecycle environment layout and implement design for application teams
Provide guidance around automating builds in Azure virtual environments and automating testing and application packaging. Implement the solution for these tasks
Design and document an application release process for development, quality assurance, production, and hotfix deployment events
Install and monitor application using APM tools such as App Dynamics
Design, document, and lead application team through branching and merging processes
Create security architecture for environments, including Active Directory, application service accounts, firewall configuration, physical application deployment designs
Experience supporting global applications with high availability requirements
Experience with AppDynamics or other APM tools to monitor performance and drive issue investigations
A customer focused approach to service delivery
Ability to engage with senior business stakeholders
Experience managing global diverse support teams
Experience supporting global diverse customers
Knowledge of application security standards
Experience with Microsoft Server, SQL and SSRS
Excellent problem solving, decision-making, and prioritization skills
Excellent coordination / project management skills

Application Support Manager Resume Examples & Samples

Working with the project delivery teams to ensure the quality of deliverables into production
Providing front line support to our business operations clients
Logging, analysing and managing queries, problems and incidents to resolution
Helping driving continuous improvement within the team as it relates to incident, problem and change management excellence
Proactive capacity and resiliency planning and execution
Providing technical assistance during production incidents
Understanding the impact of change in a complex technical environment
UNIX Solaris 11
Oracle 11G RAC
Wintel technologies
Websphere MQ
Oracle Weblogic
Sftp
Connect:direct (NDM), including Java APIs
VCS clustering
Tivoli
Clearcase

Application Support Manager Resume Examples & Samples

Primary point of contact for our team in North America and throughout the world
Presentation of Root cause analysis to regional teams of all problems with follow-through to resolution
Undertake both individual assignments and participate in team activities
Demonstrable experience in a support environment. Banking or financial services experience is not required. (This is not essential. We want to hear from people both looking to move into this sort of role and from people with experience.)
Experience of application testing
Demonstrate experience in managing a small team
Process design and improvement
Web based technologies
PC and Internet Browser configuration
Oracle or other basic SQL
Database performance and tuning
Unix/AIX

IT Manager Application Support Manager Resume Examples & Samples

Plan, organize and supervise the activities of a team that provide ongoing day to day support for all DMI operational processes
Ensures compliance with regulatory agencies in meeting deadlines for the submission of data and coordinating quality control of the data submitted
Provide 1st and 2nd level support for production incidents as required (including off-hours) and provide single point of contact for business communications related to production incidents, escalate as required
Consistently strive for timely resolution of production issues wile meeting business requirements and service level expectations
Work in strategic partnership with development teams, delivery teams and infrastructure teams to continually identify and create opportunities to increase application stability, security and efficiency of production applications and environment
Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
Be the single point of contact for all production related audit activities, technology risk assessments, and be accountable for remediation of all internal and external findings
Develop and support internal metrics, establishing and monitoring service delivery and SLA’s
Perform management activities such as the development of resources, career goals, coaching and program management of the contribution
Efficiently and effectively manage ‘Support the Base’ budget (people, applications, infrastructure, vendor costs) and work to drive down the cost of supported services
Ensure understanding, compliance and adherence of TS internal work methods and procedures
Maintains and develops good interpersonal relations and ensure dynamic, constructive and quality communications with various partners and stakeholders
7 yrs + in the Data Warehousing, Business intelligence and Reporting domain, including team management
Good knowledge of technology platforms and tools supporting the Data management domain (ETL, data modeling, data lineage, relational and non-relational databases, distributed computing of large data sets, storage management, ..)
Excellent written, verbal and presentation skills in both English and French with ability to communicate clearly within all levels of the organization, as well as with external partners
Highly organized, self motivated, customer oriented and able to embrace and drive change
Ability to create and support a positive work environment that promotes service to the business, quality, innovation and teamwork
Strong leadership skills with the ability to build strong relationships with business partners , vendors and TS teams
Strong leadership skills with ability to manage virtual teams across different cities
This role manages teams in Montreal and Toronto and the successful candidate will need to travel between these sites on a periodic basis

Application Support Manager Resume Examples & Samples

Business Analysis Experience
Strong technical background (Ideally in Wintel and MS products (SQL Server, .NET etc)
Change and Release Management experience
Strong knowledge of ITIL
Experience of managing multiple vendors
Experience working with bespoke and package applications in a support capacity

Application Support Manager Resume Examples & Samples

Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, with full ownership of problems to resolution
Build out strong relationships with the CIB Banking production management group, application development teams, and other upstream and downstream support teams
Maintain documentation against best practice policies to ensure knowledge retention and continuous learning within team with a view to developing production management knowledge and skills by sharing experiences and attending relevant training
Participate in incident and crisis management events, supporting resolution activities and providing regular status updates to front-line support teams and business users and define/track remediation actions to close
Experienced resource manager with strong technical skills and a proven track record of service delivery on large, complex applications
3+ years of experience in managing global application support or development teams
1-3 years experience in Wintel technologies
1-3 years of experience in data analysis, PLSQL, and T-SQL
3-5 years of experience in UNIX/Linux environment
3-5 years of experience in Data Warehousing and ETL(Informatica)

Application Support Manager Resume Examples & Samples

Responsibilities include (but are not limited to) the following
Manages the application support personnel (employees and contractors) assigned for the team
Interacts with peer groups, Director level executives and other senior level executives as needed in delivering the objectives for the production operations unit assigned
Resolves high level conflicts or program issues by making decisions or negotiating with affected senior management
Supports or leads as needed Resiliency events (Disaster Recovery, Sustained Resiliency, etc.)
Oversees compliance with administrative practices and objectives
Creates working environments that supports cultural variability and utilization of global resources
A strong application support background with client facing internet and back office applications
Experience understanding performance metrics
Experience using a structured software development methodology in a large corporate or consulting environment
Excellent prioritization, organizational and time management skills
Solid experience in documenting requirements and technical specifications
Bachelors degree or educational equivalent
2-3 years of Application Production Support Experience
7-10 years of IT management experience with background in application development and/or production support operational experience
Minimum of 5 years relevant production support and incident management experience

Application Support Manager Resume Examples & Samples

Level 1 and Level 2 production support and engagement with development teams for expertise when needed (level 3)
Senior level engagement and management of business stakeholders
Drive continuous improvement, including owning the outcomes of the root cause analysis process, including identifying portfolio level changes that are identified from root cause analysis
Managing relationships with internal technology providers
Own change management standards and ensures that change does not negatively impact the production environment
Support production readiness/Permit to Operate process
Owns production stability and recovery, including ownership of incidents and change management
Key Requirements and Qualifications

Global Onecrm Application Support Manager Resume Examples & Samples

Salesforce.com Admin Certified
Understands Salesforce.com Sales Cloud
Understand and possess working knowledge of Salesforce.com ServiceCloud, Communities and Partners
Establish Global Support Model, interface with global teams and ensure compliance to all AMS processes
Manage relationships between AMS, other support teams, business unit operations for large scale deployments
Working knowledge and contribute to SOX compliance and Pearson global processes for Change Management
Thorough understanding of Pearson Global processes regarding, Change, Incident and Service
Knowledge of current sales application and sales process and how it transitions to Salesforce.com
Build and maintain working relationships with current SFA businesses and build global partnerships with new businesses
Knowledge of One CRM process for enhancements and use of VCO (Value Creation Office)
Manage resources in an offshore/onshore model and establish workload balance and expectations
Perform Administration tasks, where/if needed
Provide oversight to Support work and backup for unexpected support spike, escalation
Interface with business teams, present ticket status, be point of escalation for issues and provide resolutions

Application Support Manager Resume Examples & Samples

Lead Technical projects to install new applications, expansion of existing applications
Troubleshoot and resolve system or provisioning issues
Participate in audit support activities, as they pertain to Information Security, for both internal and external audits
Perform audit support tasks as assigned
10+ years prior Wintel and/or UNIX and LDAP platform administration
5+ years experience in supporting and troubleshooting web applications and databases
Experience in a leadership and/or management role
Troubleshooting skills with the ability to correlate various logs files, events, etc., to get to root cause of issues quickly and correctly
Flexible with regard to working shifts; On-Call & weekends

Application Support Manager Resume Examples & Samples

10 years experience working delivering projects with Java Enterprise technologies and various middleware technologies
3-4 years of developer level experience will be strongly preferred
5+ years experience leading resource teams (10+ member) comprising contractors and also employees
Technical lead skills for large programs requiring functional and design expertise, business management skills, team management and financial management
Previous experience with CBOL, Digital, GOM and Release processes highly desired
Bachelor’s degree or equivalent
Ability to balance multiple demands and improve on an existing capacity modeling framework to assign team members to individual projects within a release
Professional maturity in dealing with all levels of management and staff along with good oral and written communication skills
Ability to understand customer needs, manage expectations and adapt to a rapidly changing environment

Application Support Manager Resume Examples & Samples

Support detailed functional and technical requirements involving internet technologies to support the eChannels business objectives
Lead and collaborate with cross-functional and technical teams including technical analysts, solution architect and technical teams, testing teams and other Host technical teams to define requirements
Work effectively with the country and regional business users and with the internal IT and Security Teams to ensure all aspects of the business requirement are covered and manage the scope of the project / program / BAU changes
Engage effectively and regularly with senior stakeholders through Project delivery, scope governance meetings, ensuring the support of senior management
Act as a liaison between technical analysts, infrastructure teams & performance tuning analysts, and other IT teams in the analysis, design, configuration, performance testing and maintenance of the system to achieve optimal operational performance and quality
Schedule project activities / phases and analyze risks of the project or production assurance and provide or collaborate with Architecture or production or Infrastructure teams to mitigate the risks
Highlight / escalate project or Run-the-bank issues
Schedule, manage and track project or BAU compliance activities
Manage, Improve the production availability and functional availability by tracking the production issues, planning and scheduling the production fixes and show improvement month-on-month basis
Analyze the feasibility of, and develop requirements for, systems and enhancements to existing systems; ensures the functional design fits the needs of the users
Work with multi-vendor teams to align requirements and perform impact analysis for enhancements
Assist the project team in issue resolution to meet the requirements and timelines
Anticipate, analyze, address and resolve any functional or non-functional issues or risks and propose alternative solutions as necessary to business or stake holders
Identify opportunities for improving business processes, user interface, functionality through information systems and/or non-system driver changes; assist in the preparation of proposals to develop new systems and/or operational changes
Bachelor’s degree or equivalent in computer science/engineering
Relevant experience in complete life cycle of project or program particularly in large scale internet banking and mobile banking projects
More than 10 years experience and at least 3 years experience in implementing banking modules or projects
Relevant experience in a project manage or lead business analyst role for large/complex projects involving J2EE and content management technologies
Knowledge in IBM AIX/UNIX, Linux, Websphere or equivalent application server, MQ, webservices, J2EE, Struts and HTML5
Knowledge in RDBMS, Prefer Oracle 11
Tools such as Bluewire, HP Quality center, Rational team concert, MS Project or equivalent tools
Ability to interact, influence and lead diverse groups across functions & geographies (overlap with time zones) to drive a common product delivery
Knowledge or have worked on delivery project involving solution such as content management and device rendering products
Exposure to one or more domains such as acquisitions, retail banking, cards operations, Investments and deposits would be an added advantage

IT Application Support Manager Resume Examples & Samples

Project delivery experience in a lead role and have a solid technical background
Experienced in delivering small to medium scale projects through vendor resources
Excellent opportunity to be part of a growing business
Oversee BAU support activities of regional systems
Manage service restoration, incident resolution, root cause analysis by working with various technology and business teams
Project delivery - oversee and manage business initiatives that is small in nature following the project management standard
Prioritisation of various work requests and enhancements
Work with teams across the region
Work with various teams to ensure business work requests / requests are delivered with minimal business impact
Ensure stakeholders expectations are well managed
Assess performance with relevant external vendors
Participate in annual audit exercise and address issues

Senior Application Support Manager Resume Examples & Samples

Design, document and develop front line support tools for the Global Futures Production Services team with a focus on improving process/software start-up/shut-down procedures, improved archiving/purging routines and mechanisms as well as development/improvement of automated checkout scripts
Management of working relationships with internal (House) and external clients and traders
Influence the enhancement of the applications through efficient problem management and coordination with development on Stability/efficiency Book-Of-Work items
Influence decisions on batch and system stability through sharing personal experience/knowledge and views on architecture design and implementation
Monitor allocation management and FIX messaging for FUTURES trades while interacting with back office & global exchanges
Support trade management services ensuring that allocations are processed correctly
Continuously document all environmental procedures and layouts
Analysis of server logs and DB stored procedures when investigating issues
Ensure development code is performing as expected and identify bugs through problem analysis to minimize possible outage impact
Minimum 8 years’ experience working in a application Support environment
5 years’ experience providing support in an IB environment
4- 8 years’ experience with SQL/Oracle/Sybase, Shell scripting, Perl scripting and Java development
C or C++ development experience is an asset
Understanding of Incident and Problem Management methodologies
Experience using call/ticketing software and management of work queues
Familiarity with software releases and batch processing
Familiarity and experience of deploying, configuring ITRS including custom tool kits
Level 2/3 knowledge of Trading/Front office and reporting systems in Futures, Rates or FX business units – specifically experience with systems such as FIDESSA or GLTrade or equivalent
Minimum 7 years’ experience with Solaris/Linux scripting, automation, debugging
Futures Clearing and/or Reporting domain experience
Exposure to any Futures Clearing/Book keeping – Sungard Clearvision (preferred), GMI (Preferred) or similar
Knowledge of Bug tracking tools, Incident management tools etc

Application Support Manager Resume Examples & Samples

Perform as a trusted partner and peer of CBB production support managers, offering innovative ideas and business as usual operational excellence
Coordinate shift schedules with CBB team managers to meet production demand
3-5 years’ experience in Java/J2EE development
3-5 years’ experience in working with Relational Databases (Sybase/Oracle)
Experience with XML, XSD, Web services & Shell scripts
Experience with application tools such as RAD/Eclipse, DB Artisan and Operating systems: Unix/Linux

Application Support Manager Resume Examples & Samples

Use established best practices to ensure efficient handling of production incidents
Manage client request delivery to meet or exceed SLA
Engage and schedule functional resources in support of deployment and implementation verification
Partner with Development team to develop efficient production support management
Responsible for stable UAT, DR, Prod, client-facing environments
Coordinates with Environment Manager to ensure that all applicable environment issues are resolved in advance of production implementation
Coordinate overall production events
Track cost efficient activities and report the save to senior management on monthly basis
Add post deployment activities where needed and follow-up on their completion
Post Deployment meeting to review issues and activities
Manages system capacity and proactively recommends changes
Works with Enterprise System Managers to migrate cross impact changes to production with the highest quality and lowest impact to the business
Ensures proper testing has been completed and proper documentation exists to support new/modified applications in production. Works with team to address any documentation gaps
Develop and communicate a support model/process that maximizes the resources available to support the 24/7 business requirements
Recommend / implement enhanced tools/processes to streamline daily support requirements and defines/owns metrics that can be used as key indicators
Communicate back to stakeholders status, issues, risks, etc
Display a deep understanding of problem solving, including the ability to lead the search for root cause and implementation of corrective actions
Creative and critical thinking on process, security and/or system issues
Develop and actively manage a skills matrix to ensure resources exist to support the business requirements
Lead cross-training initiatives to allow increased flexibility
Coordinate all training/development plans
Lead organizational change efforts

Application Support Manager Resume Examples & Samples

Lead, coach and mentor a global application support team of seven staff located in Chicago, New York, London and Hong Kong
Allocate resources within the team, ensuring all systems are monitored and work streams are scheduled in line with business priorities
Continuously evaluate and make recommendations for improvements to processes and systems to increase system availability and service
Coordinate with peer teams to launch service enhancements and minimize service disruption
Manage working relationships with internal IT teams, investments business and external 3rd Party Vendors
Ensure the firm’s batch process infrastructure operates effectively
Establish and maintain best practice application support management processes
Participate in the development SDLC with a focus on quality assurance, testing and the production acceptance processes
Chair weekly change control and release management meetings
Develop and maintain robust business continuity/disaster recovery processes – anticipate and plan for different scenarios
Exercise sound judgment in completing assignments
Help identify and automate manual processes

Application Support Manager Resume Examples & Samples

Identify issues and communicate actively with development teams to solve them
Hands-on support, answer queries via phone, e-mail and in person when required by the business
Interacting with local users on a daily basis
Manage team of front office application support specialists
Ensure team is following procedures around incident management, problem management and change control
Provide representation of the site on a regional and global basis
7+ years of experience in front office production support in financial industry
Experience managing a team in equities production support
Hands-on Unix/Linux, shell scripting, bash, SQL/Sybase
Japanese language skills are a plus
Prior experience dealing with internal audits
Knowledge of equities processes front to back

Senior Application Support Manager Resume Examples & Samples

Act as a single point of contact for the EE support team at the Mississauga location
Escalate risks and issues accordingly and in a timely fashion
Lead end-to-end planning and implementation of projects
Facilitate the definition of project scope, goals and deliverables
Define project tasks and resource requirements
Manage resource allocations
Monitor and track progresses of issues and projects
7+ years of Production Support experience within financial service is required
Understanding of network infrastructure, connectivity, communication is a must
Understanding of Message Oriented Middleware (MOM) is a great to have
FIX protocol and Equities Electronic Execution is a must
Minimum of 7+ years hands-on experience in the Unix/Linux environment
Minimum of 6+ years of experience in shell scripting, Perl or Python scripting
Understanding of problem management methodologies and tools
Some knowledge of Java, C/C++ programming language is preferred
Strong work ethics, ability to perform personally at a very high level and to encourage excellence and enthusiasm among staff
Proven track record of project implementation success
Should have strong analytic skills including data management and reporting
Requires strong cross line of business leadership and influencing skills
Ability to work in a constantly changing and demanding environment
Ability to simultaneously handle multiple requests which may be ambiguous and with shifting priorities

Application Support Manager Resume Examples & Samples

Takes ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term
Responsible for application flow, including configuration, scheduling control and scripting. Knowledge of Java, Linux, and MarkLogic is an advantage
Proactively monitor system health and respond to alerts to provide high availability and performance of the application set including automation of healthchecks
Responsible for Problem, Change, Incident management and automation of application/system monitoring
Works closely with peers at other geographic centres around the world
Conducts capacity planning and management review on the application set
Contributes and deliver Operational improvement projects. Identify potential threats and mitigate risks, act as a guardian of production services and change procedures are followed

Application Support Manager Resume Examples & Samples

This position is anticipated to require the use of one or more High Security Access (HSA) systems
Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter
Production support background with strong emphasis on production change process and incident process
Solid technical background in J2EE and vendor based applications
Experience in programming languages including. Windows scripting, Perl, Python

Application Support Manager Resume Examples & Samples

Stakeholders expectation and the Service provided
Career and workload of junior staff
Current processes and procedures as opportunities for enhancement, tuning and improvement
Able to view current processes and procedures as opportunities for enhancement, tuning and improvement
Able to manage the career development of junior staff
Able to ensure that coverage is provided as per business need which will include resources for on-call and weekend implementations
Defines clear success criteria and goals for self and monitors & measures performance against these
Engages in operational support activities, utilizing specialized technical expertise as required by a business group
Responsible for incidents and problem queue activities support and closure
Performs application change management activities as assigned by the business
Creating documentations according to defined standards and processes
Understanding the business that the application supports
Identifying and escalating risks that may impact the application or project
Implements ITIL principles in incidents, problem solving and change activities
Training users, developers, support and other relevant resources
Implements and driving achievement toward business and operational support goals
Acts as point of contact for the business supporting a number of business-critical services and applications
Prioritizing and manage tasks and resolve day-to-day application issues and client requests
Liaises with vendor support contacts for the resolution of issues and bugs
Participates in 24x7 on-call roster or support coverage to cover any shift (ie day, mid, night) as required
Participates in a number of projects ranging from software upgrades, to business-driven enhancements
Participates in application change and deployment activities including changes between environment and after office hours and weekend implementations
Experience in a collaborative business environment spanning cross cultural and regional boundaries
Used SailPoint IdentityIQ or similar Identity Management Software
Familiar with Identity Management principles
At least 3+ years experience with troubleshooting XML, JavaScript and Java based applications
At least 3+ years experience in SQL and relational database (preferably Oracle, Sybase and MS SQL)
Familiar with Unix platforms including scripting

Application Support Manager Resume Examples & Samples

Work as part of the L1 Leadershiop team to deliver against core business objectives and the target objectives and operating model
Report directly to the L1 Global Leader,
Provide day-to-day application support within the production environment to a standard that meets or exceeds Operational Level Agreements
Facilitate the transition of production application support tasks from other towers into the L1 Team in order to realise increased service optimisation through economies of scale
Facilitate the on-boarding of new application production application support tasks from AD partners into to the L1 Team in order to realise increased service optimisation through economies of scale
Manage the shift rotation as part of the global team providing 24x7 on-site support 365 days per year
Support operations and capability improvement projects, including the key functions of
Event Management
Risk and Information Security Management
Leadership in owning issue resolution
5+ years of experience in IT operations
2+ years of experience in managing and leading teams
3+ years of experience in formal incident and problem management
Knowledge of ITIL processes
Experience with escalated ticket management
Ability to work weekend on call rotations as required
Self starter with confidence to drive issues through to completion in highly pressured environment
Solid investigation and analysis skills for recommending value-add solutions in problem focus areas
Multi-disciplined technology skills encompassing some or al:l

Application Support Manager Resume Examples & Samples

Effectively communicating with internal customers, technical and business partners, and team members to provide top-notch technical support and implementation services, and working with a variety of business partners and internal support groups to maintain and support the health, growth and availability of the applications, systems and environments which include development, test, performance, production and disaster recovery environments
Providing technical SME skills in supporting and managing Consumer Banking (CB) applications and utilizing technical experience and expertise to
Support the administration, maintenance and troubleshooting of CB applications
Performing in-depth troubleshooting of CB Banking impacting problems
Optimizing and troubleshooting the performance of critical Consumer applications
Supporting the recovery of the LOB applications and its’ infrastructure systems
Interfacing with the Infrastructure and Operations groups and providing SME guidance on utilization and support of Consumer and Business Banking (CBB)
Responsibilities also include oversight for the creation and maintenance of application Service Level Agreements, root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
Ensures all production changes are made in accordance with lifecycle methodology and risk guidelines
Analyze business and technical requirements in order to develop solutions to support the Consumer Banking Production environment
Provide leadership to technical teams of the supported applications and technologies
Bachelor’s Degree in Information Technology related field or equivalent experience
8 years experience in a technical environment
5 years experience in Financial Services Industry
Knowledge of Incident and Change Management (ITIL a plus)
Strong MS Excel, MS PowerPoint, MS Word, Visio and SharePoint (for creation of libraries, lists and pages) skills
Proven leadership skills with ability to build strong cross-business working relationships to promote problem resolution
Ability to identify ways to increase efficiency and improve effectiveness of work performed and resources utilized to drive continuous improvement
Excellent written and verbal communication skills with ability to work with all levels of staff
Excellent team building, interpersonal and communications skills with ability to negotiate, listen, motivate, demonstrate diplomacy, give and receive feedback, and interact effectively with senior management, cross-LOB teams and internal teams
Ability to effectively influence peers and others to achieve objectives
Capable of understanding and managing complex issues in a changing environment
Where there is a lack of clarity and little data, ability to establish core team to figure out the problem and determine the approach
Demonstrated ability to analyze results and improve processes by identifying and implementing solutions
Experience executing deep dive reviews to identify process and control (including monitoring and alerting) gaps, and to identify root causes
Organized with ability to multi-task
Strong quantitative skills with ability to pay attention to details and comfortable working with formulas

Application Support Manager Resume Examples & Samples

Candidate must have Bachelor's Degree or equivilant in a related subject
Candidates must have previous production support experience on Unix environment utilizing enterprise class Extract, Transform and Load (ETL) software with a scheduling application
Previous experience in a support or application development role
Self Motivated individual who can work with minimal supervision
Ability to absorb information and rapidly familiarise with workings of new systems
Absolute attention to detail
ETL Tool like Abinitio/Informatica/Data stage etc
UNIX / Solaris / Linux
UNIX Shell and/or Perl Scripting

Application Support Manager Resume Examples & Samples

Provide support for mission-critical trade capture system
Support all aspects of Cash & Derivatives trade and risk flows including trader-sales matching, Markitwire, SDR reporting
Own and manage the incident response process
Must be able to escalate problems to appropriate technology and business teams, while adhering to Service Level Agreements
Participate in application releases, from development, testing and deployment into production
Perform post release testing after application releases and infrastructure updates
Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives
Collaboration with Development partners to prioritize bug fixes and support tooling requirements
Adaptability to work with different region’s Trader, MO, Sales, Operations
Have the aptitude and desire to learn the fundamentals of the supported business area
Translate business issues into technology requirements
Know when to use technical and non-technical language
Degree level or equivalent experience
IT/spreadsheet/analytical/modeling skills)
Good UNIX (Solaris/Linux) knowledge and practical usage (Able to navigate the system and know the core administration functions)
Good Oracle knowledge and practical usage (Able to create ad hoc SQL queries)
Good all-round PC skills. (I.e. Windows OS/Networks/General Hardware)
Business knowledge/understanding of financial markets and products specially Fixed Income business
Experience of supporting traders trading applications from a face to face or remote perspective (NOT desktop support)
Previous experience of electronic markets
Derivatives expertise
Previous experience of Credit Derivative products
Previous experience of Interest Rates Swap products
Risk management/analytics and trade flow knowledge of Foreign exchange products

Application Support Manager Resume Examples & Samples

Ensure that incident, problem, knowledge, change management and request fulfillments on behalf of customers are carried to the best levels possible
Liaise with multiple technology teams (support/development/platform) to ensure levels of service are maintained, and issues are resolved or escalated appropriately
Project based work in areas such as continuity of business testing and release co-ordination
Understand and troubleshoot complex business and financial products and queries

Application Support Manager Resume Examples & Samples

Demonstrable track record of hands-on application support experience in a global markets related business
Ability to develop scripts/tools for process improvement and automation
Ability to identify, define, drive, track and report on projects
Technical leadership/subject matter expertise in one or more applications such that transferable skills around application management, troubleshooting and in-depth technical support can be applied to new applications
Team leadership and managerial experience of one or more support teams in a front office role for a global markets related business; if the candidate does not have previously team leadership experience, then this role would be a growth opportunity for them
Experience using call/ticketing software and exposure to ITIL methodologies around Change, Incident and Problem management
Ability to communicate well in written and verbal English at all levels
Experience in supporting Equities systems, preferably for risk management systems and surrounding components
Experience in managing linux based applications
Database - (SQL/Sybase) Medium - Unix/Linux
Excel VBA knowledge for any Macro questions that could come
Knowledge of Equities front/middle/ back office processes and technology

Application Support Manager Resume Examples & Samples

Coordinates support team activities for multiple initiatives of low to medium complexity in order to meet application support objectives
Leads problem resolution and recovery meetings, interacting and collaborating with team members and other departments (including LOB clients), as appropriate, to ensure that the required activities will be performed as it relates to problem solving resolution and recovery
Ensure root cause analysis is performed after major incident recovery; Track and implement all corrective and or preventative measures to prevent recurrence
Contributes to the completion of projects by positioning the team (e.g., training the team on new technology), in order to support the new components and technology. Ensure application development to application support transition process is followed
Communicates critical production problem status, resolution strategies, and rationale of the resolution strategies to senior management and executives to keep them informed of critical production problems and to gain approval on operational activities
Identifies opportunities and makes recommendations to senior management and executives , from a support, performance, and technical enhancement perspective to aid decision-making with regards to improving the application support process
Consults with third party vendors to obtain support on their product for internal problem resolution and prevention
Provides managerial leadership to employees/contractors/Global resources, which includes assigning tasks or work, holding regular two-way meetings, setting context, conducting performance evaluations, mentoring, and coaching, in order to create and maintain a high-performing team
Ensures applications meet their SLA
Possesses a university degree/college diploma in Computer Science or equivalent and/or 7-10 years of experience in application development and support with expert business knowledge
Possesses expert understanding of design and analysis methodology and application development processes from both an industry and BMO perspective
Demonstrates advanced understanding of established ITIL and Capability Maturity Model Integration (CMMI) processes. Incident Management, Problem Management, Escalation Management, Service Request Management, Change & Release management
Demonstrates advanced understanding of established Technology Life-Cycle Management (TLCM) methodologies
Exhibits solid understanding of benefits and risks of relevant technologies and an awareness of emerging technologies
Project management experience is considered an asset
Previous AML and Fraud application development/support experience is considered as an asset
Exhibits solid leadership management skills

Application Support Manager Resume Examples & Samples

Responsible for resolution and prevention of application outages
Management of the technical health of applications and environments
Responsible for intake, organization, prioritization, status and resolution of issues, risks, vulnerabilities, access rights, and technology controls
Responsible for change management, application releases, patches and accompanying post-release support to address any post-production issues
Accountable to maintain a stable applications environment and maximize operational up-time and efficiency through proactive application assessments, issue resolution and minimization of issue reoccurrences
Oversees monitoring, troubleshooting and resolution of requests within agreed-upon Service Level Agreement parameters
Application Support Process Owner
Possesses a university degree/college diploma in Computer Science and/or 7-10 years of experience in application development and support with expert business knowledge
Specific knowledge and/or experience working with/in Treasury/Finance function highly desirable
Demonstrates advanced understanding of established ITIL and Capability Maturity Model Integration (CMMI) processes
Project management experience / PMP certification is desirable, though not explicitly required
Demonstrates solid communication skills, both written and verbal, when interacting with Executives, Senior Management, Team Members and other stakeholders
Exhibits solid leadership/people management skills

Application Support Manager Macquarie Data Services Resume Examples & Samples

Technical expertise in Java, SQL and Unix/Linux skills
Ability to undertake split week work patterns and shifting schedules
Enjoys a fast paced work environment and working with offshore counterparts

Application Support Manager Resume Examples & Samples

Minimum 5 years of IT experience and related management experience
Proven track record of managing and running a team in a complex middleware environment, delivering high quality production service
Experience of running problem management practice in a large/complex environment
Leadership skills, drive for continuous improvement
Strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes

Application Support Manager Resume Examples & Samples

Leads problem resolution and recovery meetings, interacting and collaborating with team members and other departments (including LOB business partners), as appropriate, to ensure that the required activities will be performed as it relates to problem solving resolution and recovery
Contributes to the completion of projects by positioning the team (e.g., training the team on new technology), in order to support the new components and technology
Provides managerial leadership to employees, which includes assigning tasks or work, holding regular two-way meetings, setting context, conducting performance evaluations, mentoring, and coaching, in order to create and maintain a high-performing team
Database: MS SQL (must), DB2, SQL
Windows and Unix environment
Accounting background (beneficial)
Previous experience working at financial institutions (beneficial)

Senior Application Support Manager Resume Examples & Samples

You will build/lead a high performing Credo-based team, with a culture of metrics driven continuous improvement, to deliver all dedications in a timely manner
You will manage and deliver End-to-End application support and maintenance, including Incident Resolution, Service Request Fulfillment, Application Monitoring and Break/Fix support, in line with the platform/application requirements
Continuously assess BI DW Application Demand with Plan/Build to align new support services for evolving technology changes and to ensure resource capacity and capabilities are ready for new application support demand
You will design, deploy and continuously improve application support and maintenance processes and practices, utilizing standard J&J ITIL processes including: Incident, Change Management and Problem Management. Continuously assess processes to implement both process and quality improvements in Incident Resolution, Service Request Fulfillment, Application Monitoring and Break/Fix support
Have an unrelenting focus on reducing Total Cost of Ownership (TCO) and drive down unit cost for support by managing strong vendor partnerships and bringing to bear Activity Based Costing (ABC), Lean methodology and continuous process improvement
You will develop, lead and coordinate communications and relationships across multiple IT teams, including AS Plan and Build Teams, Business Unit IT, IT Infrastructure Services teams and vendors to manage escalations and improve support processes
Provide regular and detailed appropriate reports back to partners and at all levels of management and staff about the current status of services and vendor performance
Bachelor's degree required, Advanced degree preferred, in Information Technology or other quantitative field is required
10+ years IT applications Development and Support experience required
8+ years of BI/DW & analytics work experience required
Understanding of and experience with conventional BI technologies and solutions (Informatica ETL/ELT, Oracle/SQL, Cognos) is required
Understanding of and experience with new big data technologies and solutions (Teradata, AWS, Hadoop, In-data memory grid) is preferred
Familiarity with one or more reporting/analysis/visualization tools such as Tableau, Spotfire, MicroStrategy is preferred
Ability to partner effectively with internal IT groups and external partners in order to successfully implement and optimize BI/DW Application support services
Proven leadership skills to include attracting, mentoring and retaining top IT talent and creating an environment that fosters excellence, collaboration and teamwork
Ability to develop and manage strong vendor partnerships to negotiate and drive optimal resourcing and services
Ability to solve complex business problems and present recommendations to senior management effectively
Ability to define, craft, and help drive strategy to completion while effectively collaborating with others under minimal direction/supervision
Strong relationship building skills, influencing internal and external partners with shared and divergent interests, function or matrix environment and globally is required
Understanding of IT service management principles and practices preferred; ITIL certification a plus
TDWI, Lean/Six Sigma and/or PMP certification a plusInfo Technology

Business Application Support Manager Resume Examples & Samples

Manage the delivery of services related to the implementation & sustenance of SAP, global solutions, and local applications under responsible business areas (for some of following areas: Sales, Marketing, Customer Services, Warehouse/Distribution, Finance & Control, etc.). Drive the utilization of global solutions and provide timely support for agreed service level objective (SLO)
Lead the market/business project portfolio related to Business Application solution/support, identify requirements/expectations and align with Global/local priorities. Support global/local projects for full integration, standardization and optimization the ways of working within IS/IT organization and drive flawless execution
Improve, streamline and standardize business application support processes leveraging capabilities of Nestle staff and external partners. Ensure flawless execution of the agreed plans related to Business Application Solution/Support under responsible business areas within the market/region
Identify and analyze the impact of any business change or system change. Coordinate with Super Users/Process Owners in establishing system-related work priorities and ensure the resources are made available and scheduled to undertake. Lead initiatives to improve Super/End user capabilities within market/region
Ensure that the root causes of application systems failures are identified and the appropriate actions /escalations are taken to prevent the recurrence. Ensure the works related to Business Application delivered by local and global center are as scheduled / in accordance with service level agreements and meets the business requirements as defined. Provide regular reports to key stakeholders in regards to issues, actions/escalations, etc
Ensure adherence to the principles and practices of Nestle Continuous Excellence (NCE) e.g. LEAN - waste elimination approach, leading to the reduction of service time and process optimization across all layers of the organization. Lead legacy elimination (LEAN) initiatives under responsible business area in market/region
Develop and maintain an effective organization through selection, training, development, compensation, and motivation of assigned personnel. Conduct merit review on a timely basis. Discipline employee in accordance with company policy and procedure
Bachelor's degree in Business Administration or Computer Sciences or Engineering, master degree in related field is preferable
At least 4-6 years’ experience in Business Application Implementation and Support for FMCG business
Good English communication skill with demonstrated clarity in both spoken and written words
Solid SAP knowledge/experience core module; i.e. SD, MM, WM, CRM, FICO, CRM, etc. with 1-2 major SAP system implementations and project roll out in a large business or managing at least 1-2 major projects within smaller organizations
Experience in managing or leading cross-stream project with solid project management methodology
Experience working with an international company, being able to negotiate and deal with people outside the market
Strong understanding of the systems/software development life cycle management

Application Support Manager, VP Resume Examples & Samples

(5%)Supports the initial review and analysis of Help Desk Tickets, as per Markets Systems Department (MSD) Problem Management procedure. Debug and trouble shoot production issues. Develops and implements solutions in accordance with Integrated Services for the Americas (ISA) policies and procedures
(35%)Facilitate the design and implementation process for new products/projects, and evaluates impacts on the operation, informing senior executive of alternatives
(30%)Provide in-depth and strong technical specialty and knowledge to the project team. Analyze User requests and assist Superiors with project design. Develop structures, forms and outputs based on business and/or application requirements
(25%)Coordinate and conduct tests and project implementations, for the Team, under the direction of superiors. Administer full project documentation efforts in accordance with ISA/MSD policy and procedure
(5%)Advise, and mentor Team members in the specialized technical areas as well as fulfill administrative duties as defined in ISA/Markets Procedure Manual

Equities FST Application Support Manager Resume Examples & Samples

Manage the Equities Flow, Sales and Trading (FST) support personnel across Hong Kong, Tokyo and Sydney
Maintain a team capable of supporting trading floor activities, who can promptly resolve production queries and outages
Understand the use and functions of the client order management system, trader order management system, direct market access, FIX order flow in Asia
Maintain the overall stability of the production Execution environment
Drive continuous improvement through Incident & Problem analysis and follow-up, additionally drive the process improvement agenda
Face-off to management (technology and business)
Relevant management experience in Equities Technology Investment Banking or vendor company providing trading solutions
Strong knowledge of Asian Equities markets and Equities business processes, especially the front office order management and trading functions in Asia
Able to support algorithmic trading for Asia region and provide active solutions
Must have strong knowledge on FIX messaging and protocol
Good understanding on Smart Order Routing & Crossing for Asia markets
Ability to see problems through to successful conclusion in a timely manner, including timely updates to the business teams
Good knowledge of a technical environment using Unix/Linux and shell script skills
Excellent communication, and organizational skills
Team player and able to support flexible working days/hours
Knowledge of any of the following: JAVA, C++, Perl, Python
Strong knowledge of Equities markets and Equities business processes, especially the front office order management and trading functions in Asia
Very good understanding on Asia exchanges
Able to Order Management Systems for Asia region and provide active solutions
Must have understanding on FIX messaging and protocol
Good knowledge of a technical environment using Linux/Unix, Oracle/Sybase SQL and shell script skills

Orca Clinical Application Support Manager Resume Examples & Samples

Setting expectations for scope, schedule, and effort for defined projects
Setting priorities for service requests
Reporting status of current efforts
Identifying issues and potential solutions
Establishing appropriate timelines/schedules for problem resolution and service delivery
Appropriate customer service measures are in place
Appropriate status reporting and communication mechanisms are in place to highlight progress, plans, and issues
With team, plan, and manage the enhancement cycle including identification of those enhancements requiring formal project management
Collaborate with project managers and directors to assist and support projects through production readiness, conversion support and turnover to operations
Liaison to technical and architecture teams at both enterprise and project level
6+ years’ experience performing progressively more responsible tasks, which must include
4+ years’ experience supervising/leading information systems professionals. This experience should include leading a team(s) of EHR IT professionals
4+ years’ managing system vendor relationships
3+ years’ involvement with process improvement

Application Support Manager Resume Examples & Samples

Support and manage the Merchant certification technology team which is consists of a team of 6 US resources and a shared set of Mumbai resources responsible for the end to end support of the User acceptance test and Merchant Certification environments
Collaborate with the UAT leadership team to identify upcoming feature needs for the certification environment and determine if additional platform support needs are required
Develop and nurture key relationships with all critical partners in IT and Business teams to facilitate effective communication, manage expectations and deliver results
Coordinate the “operational” readiness of the Certification (End to End) environment to support both the Global and Nap applications. This will include defining off hours support processes, partnership with Operations staff, and communicating effectively to internal and external stakeholders
Develop measurable scorecards for operating efficiency of the non-production environments and provide quarterly feedback to Application Development and Quality Assurance leadership on strengths and opportunities for reducing operating complexity of environment setup and support
Support and manage the build & deploy automation team which consists of a team of 8 US resources and 2 Mumbai resources
Partner with Application Development leaders and the Chief Development office to build automation and agility into the build, test, and deploy phases of the Software Lifecycle
Manage to firm wide standards on approved build software and deliver plans for migration of non-standard tools to be refreshed out of the Commerce environment
Partner with Technology and Business Project Management resources to build a Commerce Solutions release calendar and develop metrics to support ongoing improvement around Release management best practices
Identify the necessary support and staffing model needed to successfully support all of the above
10+ years' technology experience with an emphasis on Software Delivery, Environment Management, and Enterprise Release excellence
Experience in delivering end-to-end technology implementation solutions
Deep understanding of software development & testing processes
Demonstrated expertise developing and implementing efficiencies in the testing life cycle/QA methodology
Experience in Advanced Testing practices, Test Automation strategies and Agile principles
Proven ability to influence peers and senior leaders in a matrix environment

Application Support Manager Resume Examples & Samples

11+ years of Banking Technology experience
6+ yrs in Compliance support
Solid exposure to TRansaction/Name Screening Production support
Fair understanding of the Compliance technology business functions like Screening, KYC, Surveillance, etc
Well versed in - MANTAS, Actimize, Autosys, Tivoli, Oracle, Informatica, Websphere, Unix, pro-c
Assist for Internal and External audit for Compliance technology
Represent GPA and drive the stake holder meetings
Implementation of several Continuous Service Improvements resulting in efficiency gains in terms of support effort, business/client reports, etc
Strong leadership and people management skills to manage a team of up to 20 people (FTE and FTC)
Partner with technology and business partners to achieve the Objectives of the Organization
Strong exposure to ITIL frame work
ITIL certification will be an added advantage
Active participation in firm wide technology driven initiatives

Application Support Manager Resume Examples & Samples

Manage staff that support incident management and enterprise command center functions
Manage Production Incidents to resolution in a 24/7/365 environment using the standard Fannie Mae incident management processes and inform management at all levels of status, impact and resolution actions
Proactively engage and be aware of all issues being reported to the Enterprise command center at all times and manage all aspects of incidents in a timely way
Ensure highest levels of ticket quality, follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements
Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests
Confer with management of units whose applications are being supported, with management of technology infrastructure units, and with management/staff of development units to coordinate efforts to support applications in production
Assign staff to support efforts within the Production Support Services organization. May work on individual projects as well
Serve as a senior resource on different projects within the ECC and the larger Production Support Services organization
Set priorities, motivate and develop the staff, coach them to become top performers and communicate objectives and goals
Document and manage the performance of subordinate managers and/or staff. Provide for professional or technical growth through assignment, mentoring, or training
6+ years of related experience
6+ years of experience as a People Manager
6+ years of experience with incident management handling incidents, changes and problems in a 24/7 production environment
6+ years of experience with IT Infrastructure and applications is required and 10+ years is preferred; production support experience is preferred as well
Ability to work on nights and weekends if and when high severity incidents occur
Hands on experience with Servicenow, Remedy, or other ticketing tools is required
Excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during incidents with a wide range of personnel and management levels
Aptitude to influence other technical teams on the incident calls and articulate troubleshooting steps effectively
Experience with reviewing and revising incident management processes, policies and procedures
Working experience with different IT service management tool sets and ability to recommend and implement them to achieve operational efficiencies
Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently
Experience working with compliance, audit, outside regulators, and other support organizations while participating in providing solutions in support of the business objectives

Hotel Application Support Manager Resume Examples & Samples

Support and maintain our global hotel application portfolio ensuring issues are resolved promptly and first time
Manages and structures a specialist hotel application support team to maintain and where possible exceed SLAs&#8217
Drive the expansion of application monitoring, management and reporting tools for Hotel applications within Oracle Hospitality (Nagios, Oracle Enterprise Manager, etc) ensuring local or customer customizations are tracked to the same level of detail as the core application
Own the tuning of the hospitality applications to ensure the remain within agreed performance and availability targets
Contribute towards maintenance plans and backup schedules ensuring our hospitality systems are able to meet the agreed RTO and RPO levels at all times
Ensure the team update and expand build/automation installation scripts for Hotel applications within Oracle Hospitality to ensure time to market remains minimized while maximizing reliability and consistency (Oracle Enterprise Manager, Chef, etc)
Ensure successful transition from sales to delivery through go-live and into day two operations
Contribute to the creation of Hotel application troubleshooting guides and instruct Oracle Hospitality Global Operations engineers on changes to break/fix remediation
Assist with the support escalations
Participate in account reviews and road-mapping/planning sessions with some of our top customers
Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service
Bachelor’s degree in a Computer Science or computer related field
2+ years related experience of a best-in-class cloud or hosting organization (preferably Hospitality, Food & Beverage, or eCommerce)
Must have a broad, strong technical knowledge which encompasses Software Development, Database, Network, Load-balancing / Clustering and Security
Must possess strong results orientation and a demonstrated ability to deliver against his/her strategy within challenging timeframes
Must be able to demonstrate strong diagnostic skills
Must be an good communicator and comfortable in presenting both in public and online to business and technical colleagues
Ability to succeed through collaboration and working through other internal and external organizations and individuals (a track record of delivering results within a matrix business environment)
Ability to learn quickly and adjust to changing priorities while maintaining a positive, can-do attitude
Sets high standards with respect to the treatment of customers and peers
Must have led teams of specialist support staff previously

IT Application Support Manager Resume Examples & Samples

Meet with decision makers from Consulate Management Company and its affiliates systems owners, and end users to define business, financial, and operations requirements and systems goals, and identify and resolve systems issues
Oversee 100% of the requests, incidents and problems for our AR and Clinical software applications. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Determine root cause of issues and communicate appropriately to internal and external customers
Provide data and reporting trends to the department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage ticket queues
Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems
Manage all aspects of Application Support and Identity Access Management Teams staffing, including recruitment, supervision, scheduling, after hours on-call rotation, development, evaluation, and disciplinary actions

Application Support Manager Resume Examples & Samples

Manage production incidents to resolution in a 24/7/365 environment using the standard Fannie Mae incident management processes and inform management at all levels of status, impact and resolution actions
Effectively lead and guide Incident triage calls from a technical perspective analyzing different components of the infrastructure and application environments
Influence other technical teams on the calls and articulate troubleshooting steps effectively
Lead required technical follow-up calls for high profile incidents
Ensure appropriate functional and management escalation takes place as per the standards and procedures
Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements
Minimum of 6 years of related experience (10+ years preferred)
10+ years of working experience with different IT Infrastructure components such as Unix/ Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, vpn, Apache, web logic, LDAP, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign on. Subject matter expertise is not required and experience with at least eight of the above is preferred
6+ years of working experience with applications in a production support environment using above technologies, SOA, Java etc
6+ years of experience as an Incident manager handling incidents, changes and problems in a 24/7 production environment
Ability to analyze different components of the infrastructure and application environments during Incident triage calls
Experience and confidence working with all levels of management; excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels
Ability to occasionally work on nights and weekends if and when major incidents occur
Proficiency with Word, Excel and PowerPoint and presenting to senior management using data and information from these tools
ITIL or PMP certification is desired

Cross Application Support Manager Resume Examples & Samples

Requires, excellent communication skills, analytical ability, strong project execution and management skills
Must be able to work effectively with all levels of staff and management in IT and business units and vendors
Leadership and organizational skills are required to develop goals and to manage and motivate team members towards goals
Prior experience in IT and managing full-time and consulting / offshore teams across multiple locations is required
Strong experience on multitier applications and including Cloud solution implementations
Consensus builder to drive to a common goal with proven ability to build and train technical personnel and convey complex concepts in understandable terms to help coach the team
Bachelor’s degree preferred or equivalent experience
Experience in financial services industry and understanding of risk and compliance systems required
At least 15 years’ experience with IT in a large organization (Financial organization preferred) with proven track records

Application Support Manager Resume Examples & Samples

People management of a team of 5 or more people
Direct systems and/or application management
Hands-on experience with automated software management tools
Proven experience overseeing the direction, development, and implementation of software solutions
Strong knowledge of system and software quality assurance best practices and methodologies
Good project management skills and/or substantial exposure to project-based work structures
Previous Expertise on Resource Management, including staff time management a must

Application Support Manager for CCB Production Mgmt Resume Examples & Samples

24/7 Customer Support and Service Delivery Model
Minimum of an Associate's degree or other technical school diploma
Experience working a in a multicultural department with globally disperse resources and responsibilities
Excellent communication skills, both verbal and written; includes the ability to communicate clearly and confidently, to different audiences simultaneously, such as business, technical, operations, senior management, etc
Experience maintaining SharePoint sites
Business Applications Knowledge
IT Risk Management
Business Continuity Risk Assessment
Foundation Architecture Knowledge
MS Office
MS Project
Technical Systems Operations Management
Decision making
Coordination skills
Initiative/risk taking
Results delivery

IT Application Support Manager Resume Examples & Samples

Own the support (health and wellbeing) of applications assigned to your portfolio
Provide second level application support, coordinating the involvement of business, development, infrastructure, and / or partnering applications in problem resolution
Collect, analyze and report SLA and KPI data (and take corrective actions as warranted) to drive application stability and usability
Manage established budgets and forecasts
Coach and continually develop your team
Participate in on - call responsibilities 24x7x365 as needed, managing team rotation schedules
Strategic efforts unique for this role - to Further DevOps and Agile methodologies within your application portfolio, working w / infrastructure and development partners alike
Bachelor's degree in Computer Science, Business Management, or related field or equivalent experience
5+ years of application development or application support experience in an enterprise environment involving distributed applications (equivalent IT product mgmt considered)
5+ years of experience leading IT teams and managing workloads for team (w/ direct reports)
2+ years of experience with integrated and dependent applications
Prior experience leading geographically - distributed teams
Ability and willingness to hold on - call responsibilities to respond to system issues 24x7x365 (offshore coverage exists to accommodate follow - the - sun support)
Ability and willingness to individually contribute to technical issue analysis, infra health and solutioning
Exposure to DevOps methodology / working relationships
Experience with OpenShift Enterprise, PaaS
Previous budgeting and / or project management experience
Previous Healthcare industry experience
Development experience with Java, .NET, Node.js, Ruby and / or AEM
UHG application development, support, or infrastructure experience
Strong inter - and intra - team relationship skills / management

Application Support Manager Resume Examples & Samples

Act as the primary client interface for your applications including
Managing the delivery of IT services with several years’ experience
Leading teams locally and remotely

Application Support Manager Resume Examples & Samples

Providing technical SME skills in supporting and managing Business Banking (BB) applications and utilizing technical experience and expertise to
Support the administration, maintenance and troubleshooting of BB applications
Performing in-depth troubleshooting of BB Banking impacting problems
Analyze business and technical requirements in order to develop solutions to support the Business Banking Production environment

L Trading Application Support Manager Resume Examples & Samples

Build and maintain effective and engaging relationships with key business and technology stakeholders
Functional understanding of Equity, Fixed Income and Multi Asset business areas and the securities traded within, as well as trading workflows and compliance
Manage the team’s core responsibilities including but not limited to incident triage and resolution, problem management, proactive platform analysis, and coordination with central infrastructure teams
Engage with counterparts around the world to maintain the feel of a single global team providing truly follow-the-sun support, using multiple techniques to foster communication and the free flow of knowledge between regions
Own issues through to resolution, regularly updating impacted business users on status of resolution, impact analysis, and engaging internal support teams & 3rd party vendors
Build and maintain business domain and application knowledge within the application support team, including structured knowledge management and training programmes / curricula
Coordinate cross discipline teams to obtain resolution of major incidents
Establish and continuously improve processes to ensure operational stability for the business
Establish, monitor, and ensure adherence to SLAs/OLAs as agreed with business groups
Analysis and resolution of data issues working in partnership with the relevant business support unit
Working with desktop support and infrastructure functions to troubleshoot desktop issues
Support of application testing environments for new releases & maintenance fixes
Estimate, plan, and complete small support oriented projects on-time and on-budget
Coordinate with IT security teams to maintain standard access definitions and setup access for new hires
Business continuity planning, documentation, and validation; and,
End user application training
Managed Level1 Support teams within the front office trading environment
Knowledge of trading investment management process; range of securities/ instruments and how they are traded; and experience supporting order management systems, electronic trading and matching venues
Strong skills SQL and relational databases (Oracle preferred), including ad-hoc data analysis and reporting
Experience of FIX protocol and ability to understand FIX messages for electronic trading for Trading
Experience in configuring and administering order management systems, Charles River IMS v9 preferred
Proven ability to coordinate multiple technology teams to manage a crisis to resolution
Able to clearly communicate to application users and senior technology and business management
Self-driven, highly motivated and have very high standards concerning quality of service delivered
Ability to work under pressure, manage multiple concurrent/conflicting priorities and escalate if necessary
Ability to respond to critical requests, issues and major incidents impacting business users calmly and efficiently
Experience dealing with escalations
Proven ability to proactively identify and respond to changing market conditions which may affect applications
Extensive production support experience and knowledge of what is required to ensure production stability
Ability to and passion for rapidly learn new applications and technologies
Experience in documenting procedures and conducting training sessions
Proven experience with identifying and mitigating risk from change
Demonstrable ability to build effective relationships with diverse stakeholders and colleagues globally
Ability to analyse complex problems in a structured manner whilst working under pressure
Proven experience in service management following the ITIL or ISO 20000 framework
Keen interest in understanding business structure and business processes
Ability to use discretion in handling confidential or sensitive information
Familiar with network, infrastructure, middleware, and security systems and administration concepts
Familiar with data analysis in Excel (VBA scripting and/or statistical analysis experience a plus)
Familiar with agile delivery
Degree level qualification or equivalent

Application Support Manager Resume Examples & Samples

Cultivate a high performing, motivated and empowered workforce
Redefine skill set required with a focus on technical aptitude and building junior talent
Develop front to back monitoring, including functional health checks
Identify and remediate manual/low value activities and misaligned tasks
Strengthen production owner role, ensuring team challenges the status quo and continually pushes the stability agenda, creating “healthy tension” with partners
Drive automation agenda, including automated code deployments
Drive root cause on all incidents, avoiding repeat occurrences by partnering with application development to resolve gaps
Manage production readiness/permit to operate process, ensuring all changes are properly approved, tested and include relevant backout plans
Change organizational culture to be pro active versus reactive
Ensure application portfolio adheres to all hygiene requirements
Owns ongoing production stability and recovery
Develop effective partnership with senior management and stakeholders
Meet all disaster recovery, sustained resiliency and recovery time objectives
Proactively address firmwide cyber initiatives
Serve a subject matter expert for the receivables portfolio
5+ year’s experience in application development and/or production management, preferably in receivable processing, with at least 3+ years managing a global application team
Experience with supporting Windows based applications and servers
Hands on technical manager, who can drive change, influence and lead across business and technology
Possesses high level of energy and endurance
Ability to attract and develop top talent
Experience in leading diverse global teams across multiple time zones
Strong knowledge managing distributed technology architecture
Excellent communicator who is able to present persuasive arguments to senior executives
Ability to develop consensus within a matrix-managed organizational climate of diverse operational activities
Previous experience conducting root cause analysis, driving incident root cause and creating specific actions to prevent reoccurrence
Technology change analysis, proactively reviewing change for potential issues and identifying why changes fail

Application Support Manager Resume Examples & Samples

Lead local Support team
Provide production and non-production environment support for critical Applications
Maintain Business Process Indicator of 99.99% or higher. This includes monitoring of the environment, managing, tracking, and resolving incidents and escalations
Coordinate and perform deployment, installation, configuration, troubleshooting, maintenance and support of production and non-production environments
Partner closely with Global Application Support team, Application Development, Testing teams, all data consumers, and other dependent support teams
Understand and adheres to Firmwide change management procedures
Participate and execute the HA/SR, Firmwide resiliency activities in support of applications and the business
Lead multiple workstreams
Bachelor’s degree in Computer Science, Engineering or related technical field
10+ years of work experience in Applications Support / Infrastructure Support Environment
Solid People Management
Proven operator in high pressure, complex environments
Strong working knowledge Oracle & SQL Server
Experience in technologies such as Java/J2EE, Qlikview
Reporting tool experience in reporting framework like cognos, business objects, SSRS
Experience with system monitoring tools like Geneos, Nagios, Appd, Apica etc
Strong in ITIL Incident, Problem & Change disciplines

Application Support Manager Resume Examples & Samples

Work with the client Service Manager and key stakeholders to ensure a consistent approach and management of the ITIL Service Management functions/processes across multiple product areas
Plan, coordinate, and supervise all activities related to the operations of the client’s production applications related to a number of related product areas
Incident Management, Problem Management, Change Management, Release (Deployment) Management, Service / Application Introduction, Supplier / Tech Partner Management, Application Continuity Management, Availability Management, Capacity Management, Application / Service Level Management, Financial Management, Demand Management, Continuous Application Improvement Planning
Manage one or more teams, or virtual teams, of application management and support staff. Responsible for application maintenance and support, resourcing, workload and performance management of the area
Manage client expectations and demands proactively while maintaining good client relationships to ensure effective application development and delivery, whilst maintaining application stability
Responsible for scoping, planning, budgeting and forecasting application improvement initiatives. Responsible for managing initiatives to approved budgets and commitments
Accountable for the resolution of all Incidents relating to the relevant product area, to return product service to customers as quickly as possible
Ownership of the overall Problem Backlog and the development of a Release Strategy to deliver Service Improvements
Support the planning and deployment of Product changes for each Quarterly release
Responsible all AM staff within the product area. Ensuring each product has appropriate Staff rotas and cover plans, inline with Business needs
Responsible for overall schedule for areas RAMS to ensure successful delivery, while protecting Production Service
Single point of escalation for BAU operational items within the product area for AMS product Leads, Service Managers, Product Manager, Tech Partners, 3rd Party suppliers and the Business
Responsible for all Service Introduction related activities aligned to the Product Area, and act as the quality gate from AD to AM
Ensures the Service Introduction process is carried out for all new services
Lead the investigation into root cause analysis of major incidents to minimize their impact on the business operations
Contribute to Risk Assessment / compliance processes i.e. ORIA, RCA Updates, SOX…
Accountable for Release and Communication Plans if no AMS Product Lead in place
Responsible for the implementation of a single Service Introduction Strategy and associated Processes
Out of Hours Management
Degree in Computer Science would be preferred
Certification in Java / J2EE development or extensive experience of Java development is preferred
Experience of service management process and procedures in a large-scale, blue-chip banking environment is preferred
Proven track record of delivering best of breed production support
Ability to engage with senior stakeholders, heads of business units and debate systems and processes
Experience in interpreting and implementing banking controls, policies and procedures
Strong communication, inter-personal and relationship management skills
Experience in diagnosing and resolving root cause of performance problem
Proven experience in maintaining and supporting multiple major or critical applications
Conducts and directs software quality assurance reviews and monitoring activities
Resolves major problems and fluently applies escalation and notification procedures for incidents
Can describe specific techniques for isolating a problem and defining resolution approaches
Has participated in the full spectrum of delivery activities and engaged in multiple development projects
Has experience of incident and problem management disciplines
Integrates configuration management into daily procedures
Has experience in defining, developing and maintaining technical reference documents
Familiar with technical documentation standards, guidelines and best practices

Application Support Manager Resume Examples & Samples

11+ yrs of Banking Technology experience
6+ years in Compliance AML support
Solid exposure to AML (Anti-Monley Laundering) Production support
Good understanding on the AML monitoring

Global Business Application Support Manager Resume Examples & Samples

Managing a global team of Business Application Support analysts, geographically dispersed across the Americas, EMEA and APAC
Effectively managing remote team members, with cross cultural awareness
Managing team priorities and dependencies
Mentoring and people development
Designing functional requirements for Property Management, Asset/Fund Management, Valuation & Accounting, Corporate Accounting and Debt Systems Implementations & Upgrades for all business units globally
Overall management of successful execution
Gathering business requirements
Learning and understanding local/regional laws and requirements
Defining and enforcing financial accounting policies and system policies
Defining reporting needs
Documentation, testing & QA
Implementing and training in all regions
Generating new ideas for reporting/servicing our clients using Yardi and other financial applications
Managing and improving an effective support function while adhering budget guidelines
Maintaining uniformity of and optimizing global support processes and ticket management system
Oversight of documentation and policy and procedures manuals
Maintaining/documenting SOC1 compliance for all new systems including annual testing requirements
Maintaining global functional settings
Adhering to client SLAs
Maintaining relationships, contracts and system related communication with internal and external clients, vendors
Leading the business/financial aspects of financial systems support globally
Global travel required (20-30%)
Strong communication (written and verbal) and interpersonal skills
Strength in collaborating with business leadership, business analysts and Digital & Technology programming staff to execute on a strategic plan
Experience working in a client services organization
Qualified IT service management specialist with good knowledge of ITIL, COBIT or other service management frameworks
Experience in implementing financial systems and accounting software is required including testing (manual/automated test scripts), documentation and training
Analytical view to be able to combine the requirements from global investment management teams with capacity of existing teams using accounting software and financial systems as common platform
Experience creating business requirements and functional design documentation
Highly organized, with attention to detail and accuracy
Self-starter attitude with strong independent work habits and ability to learn new concepts quickly
Desire and ability to prioritize demands for a fast-paced work environment and changing priorities
College Degree required
Candidates with financial background are preferred
Yardi implementation either for certain modules or in full is a significant advantage
Knowledge of software quality assurance/testing methodologies and practices
Project management of small to large initiatives
Technical acumen of software, hardware, platforms, languages, etc
Varied delivery models including self-hosted, SaaS, agile, waterfall, etc

Application Support Manager Resume Examples & Samples

Manage and provide leadership and direction to application support staff
Provide support to internal teams, management, and vendors in identifying computing needs and system requirements
Articulate technical information and provide it to business leaders and management
Oversee and perform application implementation and production administration
Plan, design, and implement complex IT systems and introduce solutions that enable Esri to leverage new technologies which will enhance productivity, reliability, and performance
Resolve complex issues on our core applications/system; this may include system architecture design, capacity planning, and project management
Guide the support of applications in multiple OS and platforms, in both VM and cloud environments
Consistently collaborate with IST team members to solve complex procedural operational and technical problems
Research and develop standards, proposals, and processes to prompt growth, maturity, and effectiveness of the IST department
Ensure the team provides outstanding customer service in resolving tickets and managing incident and problem management
Manage the 24x7 support for all critical applications

Application Support Manager Resume Examples & Samples

Helping the production heads to manage Lending production team during late evening hours and also provide the local guidance and support to the other TTLT production staff
Investigating and resolving problems including liaising with other systems if needed, managing vendor engagements both managed service as well T&M
Managing high severity system incidents providing timely escalation/recovery actions and management communication
Documenting all incidents and produce/contributing to the production of regular management reporting, coordinating and managing global/local DR tests
Acting as a point for escalation during late EMEA hours for TTLT tech, helping with the MIS reporting and other controls-related MIs
Knowledge of relation Databases, UNIX, shell scripting, PL/SQL, experience in supporting mission & time critical applications
Willing to work in EMEA time-zone, extended EMEA coverage, knowledge in handling escalations and work on improvisations
Strong knowledge of Operation processes like Incident/Change/release/problem management, experience in managing vendor relationships
Good excel and MS Project skills, good experience in producing MIS pack for Senior Management
Strong MS Excel and PowerPoint skills (including pivots and formulae)

Application Support Manager Resume Examples & Samples

Build and maintain relationships with application owners and managers within our client organization
As this is a new portfolio, work with the customer and support teams to identify, build and win opportunities for additional support and environment hardening
Managing critical incidents – gather key information from supporting sources on the call, effectively determine appropriate courses of action, and engage & escalate involvement of required resources (from CGI, from the customer and/or from supporting vendors), to efficiently close the problem
Performing regular problem management activities
Bring business knowledge to the table and/or expand knowledge to best understand the customers’ critical services and how the applications support these services
Be the relationship manager and owner of the portfolio of all CGI teams providing services to the customer
Lead the onshore team, ensure accurate billing and a balanced workload for the members
Provide guidance to the offshore team, ensuring services are being delivered according to the contract
Provide team feedback and develop action plans to remediate issues, identify processes and skills required for continuous improvements in knowledge
Develop proposals, maintain the funnel of opportunities and manage implementation of successfully won projects
Identify and develop new business opportunities
Provide and/or review and rationalize estimates that will be provided to other teams (primarily development)
On-call may be required

Application Support Manager Resume Examples & Samples

Bachelor's or Master's degree in Computer Applications or equivalent
8 years of business experience in an IT support function, ideally in an international environment, and a minimum of 3-5 years in a leadership role
Strong understanding of ITIL, quality management and continuous improvement approaches, and proven support management capabilities
Strong understanding of application development approaches, such as Scrum, SDLC, and technologies such as IBM Notes and RDBMS. Being familiar with programming concepts in HTML, Java/Javascript, Drupal, .NET, IBM Notes, etc., would be helpful
Proven people management capabilities
Strong technical and organizational problem-solving skills
Exceptional service attitude and the willingness to go the extra mile to deliver exceptional service
Commendable team collaboration skills even in a global virtual team setup
Strong communication skills in English, both oral and written
Manage all support activities of the team to ensure consistent high-quality service delivery, i.e., monitor and report on delivered service levels, be a point of escalation, follow up on issues, manage the team's work schedule, etc
Ensure a smooth integration of her/his team with the various other support interfaces in the Firm - e.g., application development teams, IT operations teams, global as well as regional IT teams,etc
Assume the management of larger service disruptions, i.e., ensure effective communication to stakeholders and users, coordinate respective troubleshooting activities, and manage all required escalations
Assume all people management responsibilities for her/his team members, i.e., maintain PDL relationships and provide direction and coaching, both functional as well as related to individual professional development
Identify and drive improvement and automation opportunities within the support processes and applications
Contribute to knowledge building of the team by finding and documenting best practices
Enable the team to grow as they build new capabilities and deliver a wider array of support to the end-user community
Actively engage with global stakeholders of the app support function to determine operational priorities and translate it into actionable items, thereby setting direction for the team

Application Support Manager Resume Examples & Samples

1) Incident Management (P1/P2 production/QA/UAT ticket handling, engaging different teams & driving the incident to closure)
3) Database batch monitoring & escalation of issues. Tool used - Autosys, ControlM
6) Has experience / exposure to Windows servers / IIS administration, Windows services, SQL Jobs, SQL Server 2008 basic knowledge
8) Excellent Communication skills. Able to create reports, production support metrics & trends
9) Should be proactive be able to handle high visibility calls with utmost attention to detail

Application Support Manager Resume Examples & Samples

Partner with Advisor Platform Product Management team and resources to execute the strategic roadmap for reporting
Define and deliver front and middle office reporting solutions
Evaluate purpose and content of business reports to develop new, or improve existing format, use, and control
Review reports to determine basic characteristics, such as origin and report flow, format, frequency, distribution and purpose, and function of report
Support initiation and use of process improvement analytic methodologies
Confer with persons originating, handling, processing, or receiving reports to identify problems and to gather suggestions for improvements
Evaluate findings, using knowledge of workflow, operating practices, and business requirements
Utilize software to generate metrics and develop actionable recommendations
Recommend establishment of new or modified reporting methods and procedures to improve report content and completeness of information
Prepare and issue instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management
Evaluate reporting output to identify potential data errors and business anomalies
Manage research efforts to identify and correct data source errors
Interface with ETS or other teams for report development
Serve as the system administrator for the Platform Prod Support ticketing system where providing oversite, maintenance and reporting for the Platform Management issue tracking system
Support requests for Adhoc reports for stakeholder’s needs including Audits and Regulatory inquiries
Conduct ongoing training to coach/mentor
Identify performance issues, conduct regular staff reviews, hire new staff, and complete other staffing items as necessary
Experience with MS Access, reporting tools (e.g., Crystal Reporting, Business Objects, Improptu), and SQL tools (e.g., Query Analyzer, Toad)
Detailed understanding of stakeholders needs
Ability to communicate effectively at all levels of staff and management
Ability to lead/manage staff
Ability to prioritize and multi-task
Computer skills (Word, Excel, Outlook)
Effective organization, control and follow-up of work
Very detail oriented
Regular and Predictable attendance
5+ years of Financial Industry experience
College degree or equivalent
2-5 years of Financial Industry experience2-5 years’ experience in Report Design
2-5 years' experience writing SQL queries
3-5 years' experience developing relational databases

Application Support Manager Resume Examples & Samples

Partner with Senior Advisor Platform Product Manager (Advisory Products, Financial Planning, Data Aggregation) and other resources to execute the strategic roadmap for eMoney
Oversee Project E financial planning implementation (i.e., eMoney) including requirements, design, development, testing, and deployment
Determine next steps and ongoing strategy for other financial planning tools (e.g., Advicent, Forefield/ Broadridge, Impact Technologies); retire obsolete or unnecessary solutions as required
Manage assigned specialist(s)
Maintain release schedule
Manage Tier 2/3 Support
Develop business case for change(s) and perform project planning
Manage SDLC (Software Development Life Cycle) and STLC (Software Testing Life Cycle) for system updates and changes
Collect business requirements
Write functional and technical design
Implement system changes and enhancements
Make configuration and/or code changes
Facilitate and execute change management tasks
Manage communications, training events, and support documentation specific to the application (not business process related)
2+ years of project experience
2+ years of SDLC and STLC experience
Detailed knowledge of existing financial planning tools (e.g., Advicent, Forefield/ Broadridge, Impact Technologies)
Computer skills (Word, Excel, Outlook, Visio, Project)
Regular and predictable attendance

L Credit Application Support Manager Resume Examples & Samples

A core understanding of the Credit business and product knowledge specifically aimed at the trading of corporate bonds, CDS, Index and Structured Credit trading
Ability to work and effectively prioritise in a highly dynamic work environment that includes a global focus
Results oriented and highly flexible, team player
Experience with one or more: electronic trading, trade capture, market data, risk and regulatory reporting
ECN connectivity knowledge – BBG, TradeWeb, MarketAccess and Reuters

Application Support Manager Resume Examples & Samples

Experience with Information Technology Project/Program Management
Scrum Master, Scrum Coach Experience
Experience with IT /software development life cycle and software programming languages
Strong experience with Agile, Scrum, or other rapid application development teams to deliver technology solutions that meet customer expectations for timeliness and quality
Experience in clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing team
Strong written and verbal presentation skills to a wide variety of senior managers across the organization
Strong influential skills with the ability to ensure processes are followed and stakeholders are engaged in issues that may not be their priority
Ability to analyze project dependencies and make early detection of possible issues
Clarity PPM experience preferred but not required

Application Support Manager Resume Examples & Samples

Must have 5+ Years of Production environment / Engineering support
Proven track record of mid-level to senior L2 Production Support, implementation and system management experience required
Experience with Technology Audit process and requirements
Familiarity with implementation of DevOps
Familiarity with Risk applications
Familiarity with monitoring tools

Big Data Application Support Manager Resume Examples & Samples

Manage the delivery of Application Support provided by a combination of internal FTEs (Full time employees) and an outsourced vendor, to ensure all service levels are met and maintained and LoB (Line of Business) production applications are uninterrupted, secure, correctly functioning, and in compliance with all IT and Controls policies
Manage and maintain all disaster recovery plans and oversee appropriate testing
Perform infrastructure and application capacity planning
Operational Management/Support Manager experience in a multi-platform, multi-location, 7x24x365 global environment
Experience on global/multi-site projects/teams including management of remote participants
Management of external vendor and internal supplier teams across multiple locations
Knowledge of best practice in change, problem, incident, configuration and system health management (ITIL)
5+ years experience working in scripting in a variety of languages, including UNIX, PERL, etc
Have an open attitude towards sharing ideas and knowledge. A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
The ability to motivate others
Methodical /thorough
Resilient / persevering
A self confident and authoritative manner without being over bearing
Attitude – enthusiastic, positive, dynamic, energetic

AHS IT Application Support Manager Resume Examples & Samples

Leading a team and project managing engagements within a global professional business services environment that focuses on application support services, IT operations support, IT architecture on-premise/cloud based, training staff/end users, and incident response management
Developing and offering creative and effective solutions to troubleshoot problems and/or business issues related to Application Support Services
Utilizing and applying Industry and Firm IT services knowledge, emphasizing the understanding of
Proactively managing applications to support service levels, incident resolution, capacity planning, and protection and integrity of data
Managing efforts across multiple technical teams and their supported services, especially translating business demands into prioritized initiatives to fill business requirements across services and/or projects
Managing resource and service level requirements, preparing or coordinating complex written and verbal materials
Leading operational initiatives for Application Support team, including application management expertise, performance tuning, application architecture, development/tools, application and account management teams including national and international locations
Understanding the knowledge
Troubleshooting client connectivity issues to hosted applications; and,
Supervising teams to create an atmosphere of trust, seeking diverse views to encourage improvement and innovation, answering questions, providing direction to less-experienced staff, coaching staff including providing timely meaningful written and verbal feedback

Application Support Manager Resume Examples & Samples

Create a working environment that supports cultural variability and utilization of global resources
Day to day management of support team
Interact with peer groups, stakeholders and other senior level executives
Ensure adhoc project activities are completed within established timeframes
Resolve high level conflicts or program issues
Hands on support for application and platform incidents as needed
Ensure monitoring alerts and systems events are assessed, prioritized, and managed
Manage client impacting incidents including impact assessment, technical resolution, engagement, and communications
Ensure optimal and adequate shift coverage
Drive the implementation and adherence to incident, problem, and change management practices
Build and maintain strong relationships with JPMC technology teams and business
Understand application functions and related up and downstream dependencies
Drive continuous improvement of services and processes
Participate and/or conduct post incident reviews
Understand and sign-off on changes going into the production environment
Represent Custody on MEPC Firm wide initiatives
Manage technical bridges and/or business bridges, as required, as well as uses knowledge of support organizations to minimize MTTR (Mean Time to Recover)
Support or lead Resiliency events (Disaster Recovery, Sustained Resiliency, etc.)
Ensure Business Continuity objectives are met
Run weekly Stability call with stakeholders
Ensure support documentation is developed and maintained (knowledge management)
Continuously identify proactive monitoring and health check opportunities
Ensure operational run books developed and kept current
Drive the development and adherence to all Service Level Agreements (SLAs)
Languages, DB, Scheduling & Utilities - JCL, Changeman, Zeke, VSAM, COBOL, Natural/ADABAS, CICS, MQ, DB2, CA7, Control-M, Endevor, and other TSO utilities
Data manipulation utilities - FileAid, EZTRIEVE
File/Message transport protocols - Transfer Experience with NDM, MQ and FTP secure transmission
Monitoring/Alerting– Tivoli, NetCool, Geneos
8+ years production support and incident management experience in the financial industry
Knowledge of back office processing (securities, cash and corporate actions) would be a huge plus

Application Support Manager Resume Examples & Samples

10+ years of relevant experience in information management
5+ years of relevant experience in Application and infrastructure knowledge
Proven ability to work with varied forms of data infrastructure and 3+ years of experience in running DR, Resiliency and Hygiene activities on infrastructure
Understanding of Operational Stability Metrics
Building and Maintaining Automation modules with respect to the Production Systems are a plus
Work with team across global locations
Track record of effecting service management changes within a high available environment
Project management and coordination experience
Experience with UNIX and LINUX operating systems, UNIX scripting and experience in Programming language is a plus
Experience with Data warehouse applications and working with multiple technologies for large scale applications is a plus
Prior experience leading a small team
Excellent verbal and communications skills

IT Application Support Manager Resume Examples & Samples

The application support manager will lead and mentor the application support team
Ensure that enterprise applications and systems are optimally supported by the team
Provide hands on Tier 1 IT support of enterprise systems for internal customers through support queues / channels; addressing problems quickly, thoroughly and consistently
Implement processes that take proactive approaches to resolve recurring operational and technical problems
Establish best practice application support methodology and processes, including maintenance and support roadmaps, processes and technical documentation
Establish run books and maintenance windows for recurring operational activities; e.g. routine application patches
Perform analysis of, and make recommendations for the improvement of existing information systems and perform ongoing reviews of new technologies and industry standards
Prioritize and execute tasks in a fast-paced changing environment
Document and maintain a knowledge base (wiki) of technical articles and policy and procedural documents
Ability to perform continuous process improvement to all support and maintenance activities
Assist with audit requests surrounding the support team’s operational procedures, security, new hires, disabling accounts, and modify or enhancement procedures/policies as required
Administer departmental change management processes and participate in weekly change management meetings
Coordinate end user training on new and existing systems
Create KPIs, collect data, evaluate tickets, and collate metrics in order to determine trends, potential remediation projects and escalation paths
Collaborate with IT Application Project and Infrastructure teams to define and implement firm and technology department goals
5 years of management experience, 7+ years technical experience
Proven analytical and problem solving abilities
Solid relationship management and project management skills
Enjoy working within a dynamic environment and ability to exhibit calm under pressure
Demonstrate progressive experience in the management of a technical support team with strategic planning for enterprise systems and applications
Prior Financial Services Industry operations experience
Prefer Project Management experience
Understanding of the technical underpinnings of the financial services industry, in particular trade life cycle and portfolio accounting management
Database applications, SQL and ETL tools
Portfolio Accounting Systems including SS&C / Advent products; Axys, APX, etc
Order Management Systems (OMS); Charles River, Moxy, etc
Past Support team experience

Application Support Manager Resume Examples & Samples

Building and maintaining relationships with the application owners and managers within our client organization
Managing critical incidents , gathering key information from supporting sources on the call, effectively determining appropriate courses of action, engaging and escalating involvement of required resources (from CGI, from the customer and/or from supporting vendors), to efficiently close the problem
Leading the onshore team, ensuring accurate billing and a balanced workload for the members
Providing guidance to the offshore team, ensuring services are being delivered according to the contract
Providing team feedback and developing action plans to remediate issues, identifying processes and skills required for continuous improvements in knowledge
Managing projects and transitions when required
Creating and managing new hardening initiatives
Ensuring that the root causes of incidents are being determined and reporting the statuses to CGI management as well as the client counterparts
Providing and/or reviewing and rationalizing estimates that will be provided to other teams (primarily development)
Identifying and developing new business opportunities
Willing to improve skill set through technical training and adhoc technical engagements
Willing and eager to learn in different business and technology domains
Willing to work under pressure
Willing to work within a larger group
Willing to work in a multi-vendor environment
Willing to work outside business hours
Willing to be on–call 7x24
Must be a good communicator
Must be client focused
Must be able to lead during an incident
Must be a Team player
Should have 7 – 10 year experience in Information Technology
Should have good verbal and written communication skills
Technologies : Data Warehousing and Business Intelligence
Database Technologies: Exposure to Teradata, knowledge of Oracle
Middleware Technologies: Exposure to Weblogic, Tomcat, and IIS
Programming Languages: Perl, PL/SQL, VBscript
Operating Systems: UNIX, LINUX, Windows
Managing the delivery of IT services

Application Support Manager Resume Examples & Samples

Leading and guiding a team of 8 - 10 support analysts regionally and partner with peers running regional teams
Handle day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve tickets or provide work around
Must be very detail oriented and very organized
Must demonstrate the ability to effectively communicate verbally and in writing to the team, management, and the customers
10+ years of experience in Operations/Production support
5+ years of experience in managing regional application support teams
3+ years experience with distributed applications (Oracle, SQL, SQL Server, UNIX, Linux, Java, Java servlets and JSP, Spring, Hibernate, etc.)
1-3 years experience in data analysis/ SQL
1-3 years experience in UNIX shell, Perl scripting

CIB Application Support Manager Incident Owner Resume Examples & Samples

Determine and ensure execution of appropriate actions to recover business services as quickly as possible
Run the technical bridge to drive all diagnostic and resolution activities
Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, JPMC lines of business
Participate in process improvement to ensure improved future performance of the team
Actively design and manage personal improvement plan to set and meet team and individual performance goals
Act as mentor and coach for junior members of the team
Participate in post-incident reviews and problem management activities
Proactively contribute to improvement activities during incident downtime
Review the CIB environment to proactively identify events or lower severity incidents that could have major business impact if not resolved swiftly
A minimum of 7 years experience in Technology; Production support experience preferred; Application Development experience a plus
In-depth knowledge and understanding of Incident Management practices, skills and tools
Influential and ability to exercise judgment and sound decision-making under pressure
Excellent communication skills, able to communicate with senior Technology and Business management
Ability to influence others across all contributing teams and disciplines
Strong team player, ability to foster relationships from both a business and technical point of view
ITIL training and certification preferred
Committed to process improvement, LEAN and/or Six Sigma training a plus

Application Support Manager Resume Examples & Samples

8+ years of business experience in an IT support function, ideally in an international environment
Minimum of 3-4 years in a leadership role, including project management
Strong understanding of application development approaches, such as Scrum, SDLC, and technologies such as IBM Notes or RDBMS such as SQL Server
Being familiar with programming concepts in HTML, Java/Java script, Drupal, .NET, IBM Notes, etc. would be helpful
Strong technical and organizational problem solving skills
Exceptional service orientation and willingness to go the extra mile to deliver exceptional service
Commendable team collaboration skills, including in a global virtual team setup

Application Support Manager Senior Resume Examples & Samples

Maintains and implements policies and procedures
Contributes to strategic planning within area of expertise
Provides technical or functional expertise in their assigned area of responsibility and directs activities of staff
Develops and maintains specific subject expertise and advises management and relevant third parties
Provides advice to internal clients on the implications of business trends, issues, operating environment changes and firm or business unit strategy
5 or more years related experience

Senior Application Support Manager Resume Examples & Samples

Minimum 5 years experience in a medium to large retail organization or retail consulting organization
At least 3 years experience in IT management positions
Must have experience supporting retail and ecommerce technology, focusing on trending issues, escalating problems, and managing incidents
Comfortable with a broad range of technologies - Windows, Unix/Linux, AS400, SAP, ATG, Oracle DB, MS SQL Server; at least a high level understanding of Java and .Net application frameworks and ability to perform basic scripting
Expertise with root cause analysis and resolution; championing continuous improvement to meet growing business needs
Ability to remain calm and focused while running a high priority issue call with dozens of participants
Successful in building relationships with leaders, peers, and reports as well as business partners and vendors
Experience managing IT operations and infrastructure is preferred

Application Support Manager Resume Examples & Samples

Oversee and direct the daily activities of the Application Support team, and provide appropriate guidance to ensure timely and appropriate responses to, and remediation of, customer issues
Collaborate with CMG Technology teams and other support teams (CSC, Ad Operations, Customer Insights, etc.) to ensure proper escalation or redirection of issues as appropriate
Collaborate closely with Infrastructure and Engineering teams to ensure timely and appropriate responses to critical incidents
Monitor request and issue queues to ensure items are being addressed and closed within SLA guidelines
Evaluate issues to identify emerging trends and engage with technology/training teams to proactively identify opportunities to prevent ongoing recurrences
Anticipate and respond appropriately to new demands, priorities, challenges and obstacles
Effectively manage relationships with key customer areas and supporting teams in the course of managing team activities
Manage and follows up on critical issues in timely manner
Track, measure, and report key performance indicators to monitor team performance and identify opportunities for continuous improvement
Track and measure resolution of incidents, requests, and responses to ensure all items are addressed in a timely manner
Monitor communication with CMG Technology customers to ensure factual and timely communication of issues, needs, and requests
Conduct incident Post-Mortem Reviews for critical incidents and publish results to stakeholders
Coordinating all down time and emergency operating procedures and processes as appropriate
Practicing and ensuring compliance with all CMGT’s policies and procedures
Provide first level people management responsibilities including hiring, performance and compensation management
Proven leadership ability; must be able to maintain and encourage a positive attitude in self and others
Proven ability to collaborate across departments to develop and execute tactical solutions
Strong verbal and written communication skills; ability to present information to all levels of the organization
Must be a self-starter and able to work with minimum supervision
Highly organized; must be able to multi-task and prioritize effectively in a fast-paced environment
Bachelor’s degree in Communication, Computer Science, or related field
5+ years in a direct supervisory role, preferably in Customer Service, Project Management, or a related field
5+ years working within an online organization, preferably in a customer service or project management role
Prior experience in web publishing technologies, including HTML, JavaScript, CSS, etc
Proficient with Microsoft Office Suite and Adobe Creative Suite
Prior experience with Omniture Site Catalyst and other metrics reporting software is preferred
Prior experience working with trouble-ticketing or incident management systems like JIRA, Bugzilla, Remedy, ServiceNow, etc. required
Prior experience working in an Agile development environment
Prior experience in a media company preferred

Enterprise Application Support Manager Resume Examples & Samples

Experience in application support management and team leadership role
Experience in leading a multi skilled technical team in a customer focused environment
Experience of running a technical team in a customer focused financial services environment
Good understanding of infrastructure architecture and principles
Demonstrable understanding of application and network security
Excellent understanding of the SDLC in multiple technologies
Familiar and confident around ITIL processes
Analytical problem solving and excellent communication
Financial Services industry knowledge
Knowledge of supporting complex integrated applications
Managing disaster recovery of enterprise applications across multiple data centres
Must be able to communicate effectively with customers
Must be conscientious and see problems through to completion with a high and individual emphasis on problem ownership
Must be able to demonstrate excellent customer-facing skills
Must be able to demonstrate an understanding of fundamental accounting processes
Thorough knowledge of Microsoft Office applications
Some experience of the following core applications and business areas would be useful

IT Application Support Manager Resume Examples & Samples

The Sr. Manager Application Support will manage technical support activities to ensure business applications availability. Provides and is accountable for technical leadership in the support and maintenance of business solutions. Leads and directs technical support initiatives, process improvement and change management for the team. Leads and manages a mix of onsite and offshore resources. Additionally, the role will be responsible for vendor and license management for the systems supported by the team
Provide first level people management responsibilities including hiring, termination, performance and compensation management
Provides formal and informal training, coaching and mentoring to the team ensuring optimal performance
Plans, executes, monitors and tracks progression of team goals and objectives
Directs quality work efforts, team assignments and problem resolution to include escalation management
Accountable for the day-to-day operations of application support
Engages and involves all necessary Acelity teams as appropriate
Identifies, monitors and evaluates key metrics to ensure health and progress of application support functions
Anticipates and responds to new demands, priorities, challenges and obstacles
Defines and articulates a clear role and direction for the team, aligned with the Acelity mission, strategy and direction
Collaborates with peers and senior leadership with defining organizational goals and strategic plans
Manage and forecast team level expenses which may include 3rd party, vendor, software and department allocation expenses
Effectively manages relationships with key customer areas and supporting teams in the course of managing team activities
Manages and leverages the relationship with 3rd party vendors to ensure achievement of team goals. In addition, responsible for vendor management activities including service agreements and staff augmentation SOWs

100

Application Support Manager Resume Examples & Samples

7+ years of Application Development work experience throughout the entire project lifecycle
7+ years Application Production Support
Should be able to provide 24/7 on-call support
Proven experience in incident/problem management
Strong XML technology experience (XSD, XPath, XQuery, XSLT, etc.)
Experience with Incident Management methodologies, systems and tools
Experience working with geographically distributed and culturally diverse work-groups
The ability to work on-call nights/weekends as needed

101

Application Support Manager Resume Examples & Samples

Experience working in information technology or a closely related field
ITIL certification and/or applied knowledge of ITIL framework and concepts
Experience with IT Service Management tools (ServiceNow, Footprints, Remedy, etc)

102

Application Support Manager Resume Examples & Samples

3-5 years of team leader experience
5-10 years of IT experience
Excellent documentation, analytical, problem-solving and organizational skills
Customer-centric/service focus

103

Application Support Manager Resume Examples & Samples

Providing technical SME skills in supporting, managing Mainframe technologies and utilizing technical experience and expertise to guide the support teams in issue resolution and production best practices
Support the administration, maintenance and troubleshooting of production incidents for Mainframe and distributed applications
Performing in-depth troubleshooting of applications services supporting customer and account financial and demographic data
Optimizing and troubleshooting the performance of DB2 and IMS databases
Supporting the recovery of DB2 and IMS and its’ infrastructure systems
Supporting the workflow of Business Objects Reports creation, and integration with the platforms that supply customer and account information to our users
Interfacing with the Infrastructure and Operations groups and providing SME guidance on utilization and support of mainframe applications
Analyze business and technical requirements and based on that analysis design infrastructure solutions
College degree required advanced degree preferred
Minimum of 5+ years experience in a management position in the financial technology space with retail financial experience preferred.Strong proficiency with verbal and written communication skills
Strong organizational skills- Ability to prioritize according to organization objectives and work well with others under tight deadlines
Highly collaborative- Strong organizational navigation, politically aware and agile, can influence outcomes based upon well-reasoned views and arguments
Strategic Thinker complemented by tactical initiative
Ability to respond quickly to critical business needs with a strong focus and attention to detail
Adaptable, flexible and willing to work in a dynamic environment
Ability to be effective under pressure and willing to take personal responsibility and accountability
Strong attention to detail and highly organized
Strong Leadership skills
7+ years of Information Technology experience and with [Insert Specialty or Technologies] Installation, Administration and Support experience in a medium to large company

104

Business Line Application Support Manager Resume Examples & Samples

Bachelor's degree, or equivalent work experience
Eight to ten years of operations experience in the financial services industry
Considerable knowledge of operation functions, systems, policies and procedures for the assigned area
Self driven / motivated
Collaborative workstyle
Entrepreneurism
Goal oriented / proactive
Creative problem solving
Data analysis skill
Mentor to younger professionals

105

Application Support Manager Resume Examples & Samples

7+ years of experience in a technical support leadership role
Bachelor's degree
24 hour technical support lead role experience
Ensures resolution of customer product issues or problems by establishing and managing solution systems that provide answers to common questions and problems
Takes escalated calls from customers that have needs beyond what department resources can provide. Works with personnel from various departments to coordinate efforts and provide resolution to customer or procedural issues. Accurately assesses the customer's product issue or problem
Conveys customer feedback to product development staff; reports new or recurring problems to design departments
Manages the research of customer problems/issues to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades for company products and services
Manages the identification and resolution of application and service issues and any other questions that may arise
Develops procedures for finding and resolving problems with products and services. Delegates to appropriate technical or service personnel for follow-up
Ensures representatives are properly trained when existing products are upgraded or new products are released
Ensures performance of the technical support group is within established Service Level Standard (SLS) guidelines and adheres to corporate policies
May maintain a current operational guide to satisfy audit requirements; ensures all technical support personnel are trained and familiar with the Standard Operating Procedures (SOPs) and any updates or changes
Performs employee evaluations; gives employee feedback and coaching to develop and improve performance
Issues while ensuring the highest level of customer service
Demonstrates excellent communication and customer interaction skills in accordance with SLS policies and guidelines
Strong organizational and process improvement skills
Ability to effectively manage and lead a large team of employees

106

Application Support Manager Resume Examples & Samples

Respond to new incidents as per SLA’s, ensuring calls are completed in a timely manner with minimum disruption to the operational areas
Support implementation and provide post implementation support
Develop and maintain good working relationships within Capita and clients as necessary
Actively manage the call list queue and ensure continuous focus is made to meet SLA’s and provide regular communication to other stakeholders in advance of SLAs being impacted and highlighting issues/Incidents that may impact work-lists
Participate in the process of integrating and releasing new application/software functionality into the ‘business-as-usual’ environment, ensuring all service operational acceptance activities have been successfully developed and agreed prior to handover
Identify trends and propose solutions with the aim of reducing the impact to the business
Manage day to day running of the IT Application Support Team
Ensure calls are completed in a timely manner with minimum disruption to the operational areas (speedy resolution of calls)
Assess calls in an effort to reduce the amount to calls done by the team
Performance Management of staff in the department
Ensure each team member has a Skills matrix and training objectives
Ensure each team member has a Development Plan that helps them achieve their career goals
Help team in assessing calls to ensure they meet the criteria for production defects
Foster a good work environment for IT Application Support Team (interesting, potential growth, always learning, happy to be working for Capita)
Document Weekly Service Delivery Report
Attend Initial Design Reviews – representing IT Apps Support’s interest ensuring IT Apps Support is not impacted by the solution proposed
Issue and Incident management
Maintain BAU Support Process
QUALIFICATIONS AND EXPERIENCE
Education: Computer Science Degree. (Exceptions may be made where relevant experience compensates and in-depth experience demonstrated)
Experience in working in an IT environment
Prior experience in managing application support and delivery
ITIL Certification / experience of working in an ITIL environment is an advantage
Relevant third level qualification or professional equivalent
Strong analytical skills and proven ability to deliver accurate, relevant and timely information
Strong ability to work with stakeholders at all levels within the organization to understand the key business requirements for the technical platforms
Proven experience of working with both business and IT stakeholders
Strong knowledge of key business applications and ability to provide SME level contribution to the operations teams
Excellent organizational skills and a proven ability to manage multiple priorities and ensure that deadlines are consistently met

107

Salesforce Application Support Manager Resume Examples & Samples

Manage and delegate between team members to effectively resolve issues in a timely fashion
Work closely with our operations teammates and business partners to fully understand the user functionality, pain points, and areas of improvements within our applications
Make recommendations for action plans or streamlining to improve business performance
Analyze system data to ensure accuracy and recommend solutions to address reoccurring issues
Create and manage custom objects, fields, formulas, reporting & dashboards
Be part of a fast-paced agile scrum teams and participate in planning, documentation, execution, testing, and launch of projects
Minimum 5 years of experience with Salesforce.com administration, business analyst or development
Certified Salesforce Administrator
Familiarity with analytics, database structures and technologies is a plus
General knowledge of Microsoft Excel and SQL desirable
Needs to possess excellent communication and people skills
Ability to multi-task, meet deadlines and stay calm under pressure
Ability to proactively and collaboratively resolve issues with a customer service oriented focus
Salesforce: 5+ years
Business Analyst: 3+ year
LI-RA1

108

Application Support Manager Resume Examples & Samples

Leading a team of ~8 Application / Production Support Analysts who handle problem determination
Provide Incident support upon escalation and drive problem resolution
Provide input to Service Strategy
Continual Process Improvement across the application portfolio
Own root cause analysis and provide tactical and strategic solutions
This position will be focused on proactive analysis to drive down outage minutes, improve recovery time, improve monitoring and reduce time to engage
Work with management to determine and understand Key Performance Indicators, Service Level Agreement Metrics
Interface with Level 1, Development and Operations to understand known issues & implement proactive monitoring solutions and diagnose performance & stability
Work with all areas of the corporation to identify, understand & adopt monitoring solutions as needed
Train internal staff on effective use of the monitoring tools
Provide escalated ticket/incident management for CCT supported applications
Participate in defect management, issue tracking/trending
Provide performance /capacity metrics and ad hoc reporting of the same
Monitor the application performance and provide technical support as required
The Applications Support Lead requires a minimum of three years of team leadership experience with previous experience in an Application Support Analyst capacity
Strong proven Monitoring experience (Tivoli, SPLUNK, APICA, and APPDYNAMICS)
Strong proven experience as a Subject matter Expert or Lead in IT operations, software support, and projects
Strong proven experience in formal incident and problem management
Ability to work occasional weekend and on call rotations as required
Web support, IIS, Tomcat, and/or Apache is a Plus
Database (Oracle, Windows SQL) & SQL experience is a Plus

109

Application Support Manager Clinical Systems Resume Examples & Samples

Ensures monitoring alerts and systems events are assessed, prioritized, and managed
Manages client impacting incidents including business impact assessment, technical resolution, engagement, and communications
Ensures team complies with company standards, regulations, and corporate requirements
Drive innovation and automation as a key initiative to help drive down manual intervention, incidents and support costs
Participates in post incident reviews for client impacting incidents
Identifies post incident review action items and process improvement opportunities
Manages technical bridges and/or business bridges, as required, as well as uses knowledge of support organizations to minimize MTTR (Mean Time to Recover)
Supports or leads as needed resiliency events (Disaster Recovery, Business Continuity, etc.)
Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation's overall standards and operations objectives
Serves as a delegate to the manager’s when the manager is un-available, including any necessary interaction with senior managers
Trains, coaches, and mentors team
Responsible for managing exempt and non-exempt employees
Strong background w/clinical systems
Strong application support background with client facing internet and back office applications
Experience using a structured software development methodology in a mid to large corporate or consulting environment
Ability to influence and lead technical conversations with varied IT support groups
IT process design & implementation skills and experience
Bachelor's Degree from four-year college or university
Healthcare IT industry experience
8+ years of IT management and leadership position managing complex application support, managed service application sustaining support model
Microsoft Office Suite

110

Application Support Manager Resume Examples & Samples

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 anlaysis, 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

111

Application Support Manager Resume Examples & Samples

To manage day-to-day Live Support for PPI, Complaints MI and Group Complaints applications within the Customer Complaints Applications team in Barclays UK BTSO area -primarily incident, problem and change management
Line management for the Customer Complaints Applications live support team
Manage the risk and controls obligations and requirements for the team
Provide out-of-hours support, when needed, to ensure smooth functioning of the application
Understand the projects from technology, process and business perspective. Automate manual processing and contribute in design and development of moving the application to strategic architecture and help in creation of a stable and reliable system
Provide input into project development to ensure design meets all operation and support criteria
Identifying areas of improvement and driving it end to end

112

Application Support Manager Resume Examples & Samples

SOP creation for L1 teams
Should have handled teams supporting application and its infrastructures which include Java systems, webapps, ETL, databases etc
Should be a very good people leader with ability motivate and manage team aspirations
Should be very good in meeting SLAs
Should be adept in building teams, coaching for performance etc
Should have experience with popular monitoring tools
Should be willing to be the first line escalation point to constitute support calls for incidents, drive the triaging, identify owners and co-ordinate with different stakeholders outside the office hours as well
Experience handling distributed teams a plus
Experience in Ansible
Experience in Micro services
Strong Experience in Java Technology as a Coder knowledge
Shift management
Strong Experience in Ansible, Jenkins, GIT Tools, Javascripting

113

Application Support Manager Resume Examples & Samples

Five to six years experience as a Techno-Functional lead of Oracle Applications 11i/11.0.x., R12 in the modules : Oracle Collections (IEX), Oracle Lease Management (OKL), Oracle Procurement, Accounts Payables, Accounts Receivables, Application Object Library (AOL), PL/SQL, SQL, XML Publisher, Workflow, Shell Scripts, Perl OM & Service Contracts Modules Preferable: AR, Inventory and System Administration. Experience in interacting with clients in the area of Accounting, Procurement and Finance
Five plus years experience leading offshore resources in Level 2/3 support to achieve aggressive Service Level Agreement, key business controls and driving innovation to improve services
Five plus years experience in system analysis, writing technical design and development specifications, test plan preparation, unit testing, and system integration testing and documentation

Download Application Support Manager Resume Sample as Image file

Related Job Titles

Application Support Resume Sample

Desktop Support Manager Resume Sample

Technical Support Manager Resume Sample

Client Support Manager Resume Sample

Manager Support Resume Sample

Support Engineering Manager Resume Sample

Analyst, Application Support Resume Sample

Business Application Support Resume Sample

Application Production Support Resume Sample

Application Support, Senior Resume Sample

Manager Production Support Resume Sample

Support Center Manager Resume Sample

Browse More

Application Support Manager Resume Samples

The Guide To Resume Tailoring

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Resume Builder

15 Application Support Manager resume templates

Read our complete resume writing guides

How to Tailor Your Resume

How to Make a Resume

How to Mention Achievements

Work Experience in Resume

50+ Skills to Put on a Resume

How and Why Put Hobbies

Top 22 Fonts for Your Resume

50 Best Resume Tips

200+ Action Words to Use

Internship Resume

Killer Resume Summary

Write a Resume Objective

What to Put on a Resume

How Long Should a Resume Be

The Best Resume Format

How to List Education

CV vs. Resume: The Difference

Include Contact Information

Resume Format PDF vs Word

How to Write a Student Resume

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Cib-pim-application Support Manager Resume Examples & Samples

O&t-application Support Manager Resume Examples & Samples

AML Critical Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Summer Student, Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager VP Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

IT Manager Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Global Onecrm Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

IT Application Support Manager Resume Examples & Samples

Senior Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Senior Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Resume Examples & Samples

Application Support Manager Macquarie Data Services Resume Examples & Samples

Application Support Manager Resume Examples & Samples

How to Make
a Resume

50 Best
Resume Tips

200+ Action
Words to Use

Internship
Resume