Manager Support Resume Samples

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S Heller

Sydni

Heller

6873 Patrick Ridge

Phoenix

+1 (555) 682 7160

6873 Patrick Ridge

Phoenix

Phone

p +1 (555) 682 7160

Experience Experience

Houston, TX

Apps Support Manager

Houston, TX

McKenzie, Weber and Daniel

Houston, TX

Apps Support Manager

Maintaining a work slate of proactive improvement initiatives that will be visible to senior managers in the region
Manage a workload which is subject to changing priorities and demands
Effectively communicate issues and status updates with business users, senior management, and development teams
On-going review of risk management strategies within the region with respect to Problem Management
Assist line management periodically with Audit and Problem governance metrics
Provide Technical support for Equities Delta 1 & Derivatives risk management and pricing applications
Manage the relationship with development and infrastructure teams

Los Angeles, CA

Project Manager Support

Los Angeles, CA

Morissette, Stracke and Flatley

Los Angeles, CA

Project Manager Support

Excellent working conditions:work life balance, salary package above market level
Assist project managers in preparations for gate reviews to the project review board
Develop and sustain continuous improvement to the project delivery process through feedback and evaluation
Set up detailed process and work instructions, enhance with process improvements
Value-driven work environment: you can expect integrity and respect from all your colleagues and your leadership team
Participates in the development and preparation of short-term and long-term plans and budgets, based on TMF vision, mission and objectives
Support the Global Delivery Lead in the Lead to Revenue process: lead generation, pipeline management and on-boarding - Monitor costs spent against budget

present

Boston, MA

Business Manager Support

Boston, MA

King, Beier and Larkin

present

Boston, MA

Business Manager Support

present

Act as point of escalation for all Global Standards issues by providing guidance and support to facilitate timely problem resolution
Maintain and update all Global Standards procedures impacting the Private Bank
Coordinate all Global Standards meetings including preparing the agenda, scheduling the meetings and collecting materials for the meeting
Manage query log to ensure all Global Standards queries are responded to in a timely manner
Assist in documenting exception request details and results following standards set forth by the Business
Assist in the tracking of Global Standards internal and external audit observations and regulatory findings
Support the Business and Relationship Managers with reporting, ad hoc requests, and training

Education Education

Bachelor’s Degree in Business

Rowan University

Bachelor’s Degree in Business

Skills Skills

Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
Will be a highly-motivated, strong performer with a proven ability to manage remote vendor teams to full effectiveness
Desirable knowledge on CICS/Mainframe environments, VSAM, Direct Connect
Basic Networking knowledge (Load balancers, Network Protocols)
Good organizational skills, ability to work under pressure and prioritize within tight deadlines while maintaining total accuracy
Ability to influence others and quickly earn the confidence of others
Strong knowledge on J2EE environments ( Websphere App Server and Java Web Apps)
Quick learner and able to work in a diverse, global environment
Possess the ability to develop and maintain good working relationships with various levels of management
Excellent communication and interpersonal skills with the ability to communicate well at all levels

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Senior Manager Support Resume Examples & Samples

Develop positive working relationships to develop an effective service and support environment that ensures the
Establish and optimize team integration by articulating the linkages between the accountabilities and authorities of
Develop, implement, monitor and review progress against a 1-2 year business plan, assess gaps, allocate resources
Develop, prioritize and implement business, technology, sales and service, and people strategies to optimize overall
Exercise individually-held Commercial unilateral and approval discretionary limits ensuring credit decisions and/or

Senior Manager Support Resume Examples & Samples

Manage a team of Sales Analysts (SAs) and Manager Commercial Services (MCSs) optimizing the effectiveness of the Service and Support Team for an assigned territory and provide exceptional customer service in the preparation, execution, fulfillment and implementation of everyday banking and cash management products/solutions
Facilitate effective delivery of exceptional customer service and support to Commercial Account Managers (CAMs),
Cash Management Specialists (CMSs) and their customers, using the Bank’s approach to customer conversations
Manage risk and minimize losses by ensuring credit decisions/recommendations are in accordance with sound credit granting principles and ensuring compliance requirements, timely portfolio reporting, audits and verifications are completed in accordance with Bank Policies & Procedures and regulatory, legal and ethical requirements
Within prescribed limits, establish priorities, improve process efficiency and service levels, and ensure team have a clear understanding of business objectives and how their service delivery supports the customer and sales teams
Attract, hire, manage, coach, develop and retain a high performing team of CMS and will focus on coaching CMSs to provide profitable holistic cash management solutions to customers
Establish and enhance the bank’s presence in the community
Develop positive working relationships to develop an effective service and support environment that ensures the provision of consistently superior customer service in compliance with regulations, policies and procedures
Build and sustain a team capable of delivering the operational, compliance and risk management performance required and set appropriate context and establish prescribed limits for direct reports
Develop, implement, monitor and review progress against a 1-2 year business plan, assess gaps, allocate resources to achieve objectives and close gaps, assess personal effectiveness, review/recommend base/variable pay
Develop, prioritize and implement business, technology, sales and service, and people strategies to optimize overall effectiveness of the team
Ensure effective processes and controls are maintained and adhered to, minimizing risk and maintaining the overall quality of a portfolio of Commercial customers/accounts within acceptable levels within the assigned territory
Provide timely, accurate service and support to ensure the retention of valuable commercial customers, and to identify/recommend workflow & process alternatives which can lead to improved efficiency and service levels
Provide friendly and professional service to customers and Commercial colleagues by ensuring tasks are completed on time in accordance to agreed upon standards of quality, quantity and risk management
Exercise individually-held Commercial unilateral and approval discretionary limits ensuring credit decisions and/or recommendations for new and/or renewal (annual review) credit applications for existing Commercial Borrowing customers (including overdrafts) are in accordance with sound credit-granting principles
Commercial Lending Qualified with discretionary limits (C&I minimum of $10MM)
Minimum 10 year relevant experience
Relevant lending and relationship management experience

Senior Manager Support Resume Examples & Samples

Business Acumen (Expert)
Risk Management (In–depth)
Coaching (In-depth)
Resource Planning (In-depth)
Environmental Understanding (In-Depth)
Problem Solving (In-Depth)
Strategic Thinking (In-Depth)
National Office: Industry, Franchising, Agriculture and Aboriginal Programs: (In-depth)

Risk Support Manager Resume Examples & Samples

Provides coaching and mentoring to associates in order to maximize associate performance and create high levels of employee satisfaction
Manage off-line workflow by planning for staffing needs, assigning work, implementing new systems and changing policies and procedures to improve the business
Effectively manage work processes – including process improvement

Asset Manager & Hedge Funds Risk Support Resume Examples & Samples

Provide policy and systems’ advice and support to Credit Executives and Client Credit Managers, including investigating ad-hoc queries, liaising with other LOB Middle Offices
Manage Hotline calls from the trading floor requesting trade pre-approval, gaining approval/rejections from Credit Risk
Review and investigate post-trade exceptions and route for approval
Partnering with Credit Risk and various Lines of Businesses in initatives / investigations
For new customer on-boarding undertake analysis of Funds to identify the credit responsibility unit, process and submit legal documents and establish credit facilities
Analysing and evaluating information (prospectuses/ fund factsheets/ pension fund financial accounts/ actuarial reports/ legal doc etc) to calculate the appropriate risk appetite for a population of our EMEA funds clients
To assist Credit Risk Middle Office by supporting day-to-day activities

Credit Bureau Customer Experience & Dispute Support Manager Resume Examples & Samples

Investigate any current measurements of customer experience (NPS) currently utilized by the Disputes teams
Design effective tracking and measurement of KPIs and NPS
Document organization of disputes functions across all consumer lines of business, including reporting lines, FTE, facilities, procedures, tools, etc
Evaluate high level business case for consolidation of disputes functions across all consumer lines of business, and work with Dispute Operations on any integration plans
5+ years experience in financial services required
Bachelor’s degree required; advanced degree preferred
Must have strong oral and written communication skills
Specific experience in working with Credit Reporting Agencies required
Must have a thorough working knowledge of regulatory requirements associated with Credit Bureau Reporting
Analytic skills and data management required
Experience with process improvement and project management preferred
Requires strong cross line of business leadership skills as candidate will be expected to interact with senior leadership both internal and external to Citi
Must be highly organized, have an ability to prioritize effectively, and be a self-starter
SAS and SQL skills strongly desired
Must be proficient in Microsoft office products

Environments Support Manager Ayala Avenue Resume Examples & Samples

Manage a team of Environments Support Analysts providing support to various finance applications. This includes assigning of tasks, setting priorities and conducting individual performance reviews
Manage multiple end-to end test environments to enable simultaneous delivery of projects such as new business requirements or regulatory reporting
Stakeholder management and holding of prioritization discussions on usage of the test environments
Working closely with development and production support teams to promote applications from test into production environments
Working closely with project managers and production support teams on service transition prior to project go-live
Coordinates with various project stakeholders on release, capacity and resource management
Actively participate in discussion around release and deployment process improvements such as automation
Come up with a training plan to ensure knowledge is shared across team members on applications supported
Ensures environment stability by having the team setup proper monitoring and alerting
Facilitating tools and processes for effective communication and cooperation among various IT teams within the division
Developing and configuring tools to mitigate risk and provide auditable, repeatable and robust release and deployment process

Advertising Claim Support Manager Resume Examples & Samples

Ensure legal compliance with applicable Federal Trade Commission (FTC), state, arbitration and advertising laws and decisions regulations concerning all advertising
Review claim support test protocols created by R&D
Ensure that success criteria comply with company standards
Review claim support data, including scientific testing, clinical studies, market research data, consumer preference studies and survey data ensuring that the data supports the stated claims with statistical significance as required by law
Build and maintain database in Legal SmartSite of required claim support data
Distribute approved data reports to responsible R&D and Marketing personnel in order to identify supportable claims
Update archive of approved data documents
Lead cross-functional team of Legal, R&D and Marketing in order to provide concise and direct communication and information about product benefit claims
Review and provide comments on all early new product development and advertising concepts and claims for subsequent inclusion in Product Development Briefs to legally meet marketing strategy for local, regional and global projects
Support Attorneys in review of competitive claims locally, regionally and globally on an as needed basis
Draft and issue network advertising clearance letters in order to air copy, coordinating with R&D and Regulatory and referencing approved claim support data
Work with Marketing, agencies and networks to clear advertising/claims
Participate in the coordination and organization of advertising challenges and assist in drafting challenge letters and documents
Provide training to Marketing, Trade Marketing and Sales to assure understanding of competitive claims, the requirements of product label advertising and claim support and the internal review process
Act as a subject matter expert on all social media activity
Participate in and direct cross-functional review of product label claims for North American business in order to ensure compliance with all applicable laws and regulations under FTC, NAD and state and local consumer protection and advertising laws as well as internal business requirements
Support Category Counsel with regards to global hygiene, health and home claims and issues
Work with R&D to establish requirements for global claim support
Assist in providing claim support to Europe/North America innovation and marketing business and liaise with Europe/North America attorneys so they can provide local advice and risk assessment
5+ years of experience in fields related to advertising, marketing, regulatory or R&D (can be an Attorney, Paralegal, or Legal Assistant)
Excellent teamwork and problem solving skills
Strong time management and task prioritization skills with the ability to multi-task
Good analytical/quantitative skills
Ability to work in a dynamic, fast-paced environment in order to resolve issues
Ability to work and manage projects independently
Excellent communication skills and ability to work with upper management
Proficient in Microsoft Word, Outlook, Excel and PowerPoint
Strong technical writing ability

Transportation Support Manager Resume Examples & Samples

Provide leadership and lead by example in demonstrating, initiative, flexibility, open mindedness, feedback oriented, resourceful, proactive, consistent, and trustworthy
Facilitates and identifies opportunities for improvement within the quality and performance of warehouse / transportation activities which impact transportation services and cost
Build relationships with internal and external partners, based on trust and integrity to support projects and day-to-day business activities
Help facilitate a work environment that promotes decision making processes which support the best outcome, while leading by example and building long term team relationships
Provide technical expertise and support to peers and direct reports on WMS / TMS and other CSC related systems, in addition to support of day-to-day activities
Three to five years of warehouse / transportation leadership experience providing successful, aspirational leadership, training resources and sharing of knowledge, enabling work groups to meet business requirements
Ability to execute multiple priorities simultaneously and results driven
The Transportation Support Manager will recommend solutions and tactics to achieve business goals
The Transportation Support Manager will manage complex and competing business priorities while modeling superior leadership to both internal and external business contacts

Project Manager Sponsorship Support Group Resume Examples & Samples

Facilitate weekly Edit/Sales call and weekly Sponsorship Tracking calls
Liaise with other departments on possible Sales opportunities
Set and monitor milestones for projects, collaborating with editorial, sales, marketing, PR and development teams
Manage communications and workflow between the development, editorial and commercial teams to ensure projects are delivered on time and to budget
Distribute new sponsorship opportunities to broader sales team
Track sponsorship availability and alert teams of any possible sponsorship conflicts
Review ongoing Sponsorships to insure they are running as agreed
Alert relevant teams of upcoming renewals and support retention efforts
Planning and managing projects to deadline and within budget
Experience working with varied teams, ideally remote teams
Ability to manage many projects simultaneously
Ability to get things done and deliver results
A positive attitude with a creative and pragmatic approach to problem-solving on the fly
Excellent organisational and time management skills
Excellent communication and interpersonal skills as the successful applicant will be working with teams across multiple timezones and customers
Experience in the production of project/programme documentation (project plans, meeting minutes, agendas, etc)
Previous experience in a digital/TV media environment
Knowledge of a relevant project management software/tools
Experience of line managing a small team
Managing projects within a commercial environment
Experience in a cross-platform environment
Newsroom experience

Support & Integration Manager Resume Examples & Samples

Being a supporting point for 1st and 2nd lines of support and the development team
Address incoming business as usual requests, ad-hoc issues in production
Deploy new features coming from development projects and integrate them within the projects environment
Take the technical challenges on a daily basis requiring varied mix of technical and business knowledge for prompt decisions to be taken
Working mainly on two strategic platforms Primo and GFX Jane
Taking some degree of global responsibility with tight cooperation and relationships to various stakeholders across the globe (UK,USA, Singapore)

Senior Manager Solutions Support Resume Examples & Samples

Provides direction on development, execution and monitoring of project roadmaps including PMO-led and internal projects
Establishing and maintaining delivery standards to achieve CMMI level performance
Responsible for continuous improvement of technical delivery
Responsible for management and currency of in house technical skills
Ensures products deliver capabilities needed by customers
Partners with PMO to define project requirements and acquire project resources to insure timely delivery of initiatives
Performs analysis of market for new product and services trends, capabilities and scalability
Management of vendors and professional services to deliver required services
Performs issue escalation in conjunction with Project Manager and Business Technology Partner
Provides input to budget planning

Senior Manager Solutions Support Resume Examples & Samples

Monitors performance at product and application level to insure business SLAs are met
Responsible for resolving break/fix workflow issues and minor enhancements
Responsible for level 1, 2 and 3 support processes, whether executed by DATG staff or a partner
Responsible for vendor performance and adherence to contracted SLA’s
Manages technical support resources both external and internal
Relationship Management: Demonstrates experience maintaining and developing key relationships with other technology resources at DATG and TWDC. Demonstrates the uppermost levels of expertise in challenging and complex relationships. Experience taking a lead role in highly pressurized situations when there is a need to repair a damaged relationship. Consistently demonstrates relationship management techniques in a creative and imaginative manner while setting a standard for others. Experience contributing to the development of relationship management best practices for the organization
Demonstrates high levels of portfolio knowledge. Experience of being relied upon by others for knowledge of the products and plays a lead role in rationalization of product portfolio. Has some experience in application portfolio management
Demonstrates high levels of expertise in applying performance metrics in challenging and complex situations regarding performance problems. Demonstrates ability to interpret performance information and make recommendations to improve the performance of the system. Experience taking a lead role in highly pressurized situations when there is a need to achieve results and researches metrics in new areas for potential use. Experience planning performance and stress tests
Demonstrates the uppermost levels of expertise in applying standards and procedures in challenging and complex situations. Experience taking a role in establishing standards and procedures for the company. Experience participating in advanced
Technology or architecture areas which set standards for new applications and processes as they are brought into the company

Accounting Manager Cfo Support Resume Examples & Samples

Bachelors in Accounting, Finance or related field
4+ years of related accounting experience
Prior supervisory and/or mentorship experience
Ability to perform the above tasks with a level of independence
Systems skills in MS Office and general ledger
Ability to thrive in a fast-paced, team environment

Dsg Support Partner Manager Resume Examples & Samples

Regional responsibility for the DSG Support Providing Partner Program (SPP)
Identify and recruit Partners that deliver Support to the SPP Program
Accountable for Partner Performance and Program goals
Implement the Support element of Managed Service Provider Program (MSP) for the region
Collaborate with other Support Partner Managers on rolling out demand reduction initiatives such as Product Support training, best practices and entitlement reforms
Enable Partners on best practices for Support delivery and engaging with Support
Integration of other acquisition Partners (SonicWALL)
6+ years of relevant experience or equivalent combination of education and work experience
Experienced in working as part of a technical support delivery team
Effective communicator, both written and verbal
Demonstrates capability to work effectively and collaborate with internal Business Units

Citifinancial Support & Maintenance Senior Manager Resume Examples & Samples

Oversees and has responsibility for business planning initiatives for a Support, Maintenance end Infrastructure IT team
Collaborates with IT functional/departmental executives and business leaders to create the business plan for IT
Scans the external IT environment to provide a common set of planning assumptions
Works on internal communications
Ensures business unit is meeting or exceeding components of service level agreements
Manages vendor relationships
Resolves complex and varied issues with substantial potential impact
Uses in-depth understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area
Applies in-depth understanding of how own sub function integrates within technology and has commercial awareness
Has full management responsibilities for team (includes people, budget and planning)
Provides evaluative judgment based on analysis of factual information in complicated and unique situations; uses multiple sources of information. Impacts the area through responsibility for planning, finances/budget, end results, setting policies and contribution to strategic decisions
Responsible for the IT governance (Cobit5)
Responsible of implementing and maintaining ITIL process
Responsible of performance testing and implementation activities
SLA management
Ticket, incident and problem management
Infrastructure architecture and deployment of infrastructure
Monitoring of infrastructure, services, etc
Configuration and deployment
Telecom
Bachelor’s Degree in the Computer Technology field, such as IS, IT, or Computer Science
10+ years in managing a support and maintenance team in a large organization
10+ years Infrastructure experience (solution and delivery)
5+ years Telecom experience
Knowledge of IT Governance (ITIL, Cobit5)
Excellent English and French oral and written communication skills with the ability to communicate with technical as well as business partners

BSA / AML Support Manager Resume Examples & Samples

Ensure that BB&T Corporation remains in compliance with applicable BSA/AML and OFAC regulations by establishing and following appropriate risk-based procedures and by providing and managing the resources necessary to accurately identify and mitigate money laundering and terrorist financing risks
Manage or assist in the management of applicable internal and external departmental BSA/AML and OFAC audits and examinations
Ensure that complete, accurate, and timely SARs are submitted for filing with the Financial Crimes Enforcement Network (FinCEN) and ensure 90 day reviews and submissions for filing are completed within documented guidelines
Provide direction to the Banking Network and any BB&T subsidiary or affiliate regarding applicable BSA/AML and OFAC policy and procedure, and assisting with research and problem resolution
Identify and manage updates to applicable policies and procedures
Monitor current and future BSA/AML and OFAC regulations and industry trends and manage any adjustments to applicable procedures and strategies
Maintain an effective and profitable relationship with the vendors and suppliers that work closely with the respective area within BSA/AML
Manage or assist in the management of process improvements, documentation, and merger/conversion activities in support of BSA/AML and OFAC laws and regulations
Participate in BSA/AML and OFAC training to stay abreast of the rules and regulations as deemed appropriate by management. Provide direction and leadership or assist in the direction and leadership for the development of applicable BSA/AML and OFAC training programs. Oversee the training and guidance for new employees as they are hired or transfer into the area
Lead and mentor employees to achieve their fullest potential and to prepare those employees for the next level of responsibility and achievement. This includes making recommendations for employment (recruiting and hiring), career development, performance evaluations, salary changes, promotions, transfers, and terminations within established policies and guidelines
Manage or assist in the management of departmental and project budgets while optimizing service and cost to the business unit
Bachelor's degree in business or related field or comparable education and related training
Four years of managerial banking or financial industry experience
Three years experience in investigative research and documentation or three or more years prior BSA / AML experience
Ability to communicate effectively, both verbally and in writing, with Senior Leadership, Line of Business Department Heads, and external entities, e.g. federal examiners
Strong work prioritization and time management skills; strong planning and coordination skills
Results driven and goal oriented
Ability to provide constructive feedback through leadership, motivation, and persuasion; ability to influence others without direct authority
Thorough working knowledge of the BSA/AML and OFAC regulations, including, but not limited to, currency transaction reporting, money laundering and terrorist financing detection
Proven analytical and problem solving skills; ability to use logic, reason and sound judgment; ability to make sound decisions with limited supervision
Proficient knowledge of information technology and operational methodologies and practices
Proven team building skills
Ability to stay abreast of and interpret industry trends and apply where necessary
Ability to work in a high stress, fast paced, and rapidly changing environment, with time-critical situations
Proficiency with personal computers as well and software packages to include: Outlook, Word, Excel, Access, Project, and Internet
Ability to learn all internal applications necessary to perform the requirements of this position
Must be proficient in English
Master's degree in business or other related field, or a graduate of BB&T or other widely recognized banking school
Five years of bank and compliance experience with emphasis on BSA/AML and OFAC laws and regulations
Knowledge of project management and problem management processes
Certified Regulatory Compliance Manager (CRCM) or Certified Anti-Money Laundering Specialist (CAMS)

Manager, Application & System Support Resume Examples & Samples

Participate in the evaluation and selection of vendor solutions
Promote enterprise information management principles, models, best practices, and standards and ensures their practical adoption
Represent group in audits and examinations
Manages budget for own area and allocates resources accordingly
Keeps current with trends and technological innovations in the banking and IT industry, and makes appropriate recommendations
Excellent written and oral communication and persuasion skills with both technical and non-technical groups
Proven ability to multi-task effectively
Assumes additional responsibilities as assigned
Requires 3-4 years of prior management/leadership experience and 4-6 years of prior technical experience
Has in-depth expertise in own discipline and knowledge of the related disciplines (Database, Networking, Hardware, Architecture…)
Demonstrates change leadership qualities: encourages others to embrace change, perseveres in spite of ambiguity, responds and manages to changing priorities, seeks and shares innovative ideas
People leadership experience: indirect or direct including offshore resources
Understands enterprise practices, policies and procedures
Experience working with vendor applications
Experience with performance and talent management, employee engagement, past history as a mentor and coach and demonstrates how they have supported the career growth and development of others
Experience withWindows Systems and related concepts (Architecture, Database, Networking, Storage, Information Security…)
Experience with ODCs

Bank Support Manager Resume Examples & Samples

Lead and manage a team of experts enabling them to meet business strategies and goals and exceed customer expectations
Develop a strong process improvement culture across Bank Operations and immediate team
Build and develop solid working relationships with key stakeholders/vendors across Operations, Bank and other parts of AMP to drive mutually beneficial outcomes
Oversee the development and implementation of comprehensive management reporting
Embed sound risk management practices and create a risk aware culture that is aligned to the Enterprise Risk Management Framework
10+years of Banking and Financial Services experience in Operations, Risk Management or Project Management
5 + years Management/Leadership experience
Six Sigma Certification – Green Belt (minimum)
Outstanding communication skills and relationship management with both internal and external customers/stakeholders
Strong ability to work autonomously and provide effective business solutions that aligns with the operating plan
Understanding of broker / adviser business practices and processes that interact with Operations
Ability to anticipate, prioritise and deal with issues proactively and decisively, to ensure work is completed within agreed timeframes
Strong understanding of a Banking operations unit and the processes and systems utilised

Senior Manager, Workplace Support Resume Examples & Samples

Develop strategies in conjunction with the Service Provider for deployment, administrative support, monitoring and overall integrity of Time Warner’s end user computing environment
Manages the interface between end-user clients and the Service Provider
Develops standards, and offers guidance, to the Service Provider in the implementation/deployment of all end user computing hardware and software
Interfaces with vendors for end user computing strategies and the selection of hardware and software products
Develops and implements procedures for problem management, performance monitoring, configuration management, capacity planning, etc., as related to end user computing configurations
Prepares capital and operating budgets for this area, and monitors actual expenses against the budget
Manage Service Provider for the outsourced end user computing environment, including problem tracking, change management, service levels agreements, performance monitoring, capacity planning, software evaluation and selection, and other vendor relationship issues in respect to end user computing systems and hardware and software products
Management reporting on the status of outsourced operations, including proposals for changes in environment, cost savings initiatives, and business initiatives
Performs project related tasks including managing specific end user computing projects
Establishes, develops and maintains business relationships with Time Warner divisions, Service Provider and other end user computing vendors

Risk & Finance Reconciliations Project Manager Support Resume Examples & Samples

Support day-to-day delivery
Assisting the Data Horizontal Team with budgeting for the engagement
Working with Data Horizontal team to structure the project and develop Project Initiation Documents
Developing detailed level project documents including, but not limited to project plans with deliverables and dependencies, project mandates, a communication plan and status reporting
Executing and/or managing the progress of the program against quality standards, targets and budgets and challenging actions, results and activities where necessary
Taking responsibility for quality assurance within the program by overseeing that proven Program/Project methodologies, standards and procedures are being implemented regionally
Establishing credibility with all levels of the Data Horizontal Program

Pmo Support Manager Resume Examples & Samples

Manage all aspects of GPMO financial planning by
Work well in ambiguous situations
Strong project management, organization, planning and coordination skills
Bachelor’s Degree or Equivalent work experience
5 years’ experience in a large, multi-national corporation or an entity with similar global reach and complexity
Strong understanding of financial accounting
Strong follow up skills; demonstrated accountability for roles and responsibilities
Power user of Microsoft office suite
Candidate must be able to handle highly sensitive and confidential data with utmost discretion
Candidate should have significant presentation development and delivery skills

BSA / AML Support Manager Resume Examples & Samples

Lead activities to ensure that BB&T Corporation remains in compliance with applicable BSA/AML and OFAC regulations by establishing and following appropriate risk-based, enterprise-wide BSA/AML and OFAC policies and procedures and by providing and managing the resources necessary to accurately identify and mitigate money laundering and terrorist financing risks
Ensure that complete, accurate, and timely SARs are filed with the Financial Crimes Enforcement Network (FinCEN) and ensure 90 day reviews and filings are completed within documented guidelines
Manage internal and external departmental BSA/AML and OFAC audits and examinations within each area of expertise and serve as a point-of-contact during internal audits and external examinations
Provide direction for the administration and development of the necessary applications/solutions while working with the end-users to identify and recommend enhancements and solutions, as well as continually evaluating alternative systems and methodologies
Monitor and interpret current and future industry trends and BSA/AML and OFAC regulations within each area of expertise and adjust procedures and processes accordingly
Cultivate and maintain effective relationships with the applicable vendors and suppliers that provide applications/solutions for their respective areas. Negotiate with these vendors in the course of enhancing or developing technical solutions to comply with ongoing and future requirements
Act as a liaison between BSA/AML Management and other lines of business throughout the enterprise to ensure proper notification of decisions and reporting of BSA/AML and OFAC processes, enhancements, etc
Manage process improvements, documentation, and merger/conversion activities in support of BSA/AML and OFAC laws and regulations
Manage internal control processes to ensure that appropriate access and privileges are assigned to BSA/AML personnel regarding the systems and applications managed and owned by their respective areas
Participate in BSA/AML and OFAC training to stay abreast of the BSA/AML and OFAC rules and regulations as deemed appropriate by management. Provide direction and leadership for the development of BSA/AML Management training programs
Lead and mentor employees to achieve their fullest potential and prepare those employees for the next level of responsibility and achievement. This includes making recommendations for employment (recruiting and hiring), career development, performance evaluations, salary changes, promotions, transfers, and terminations within established policies and guidelines
Manage group and project budgets within assigned area(s) while optimizing service and cost to the business unit
Bachelor's degree in business or related field or equivalent education and related training
Six years of managerial, banking or financial industry experience
Five years experience in investigative research and documentation or related BSA / AML experience
Thorough working knowledge of BSA/AML and OFAC reporting requirements and regulations, including, but not limited to, currency transaction reporting, money laundering and terrorist financing detection
Excellent analytical and problem solving skills and ability to make sound and rational decisions
Ability to make sound decisions with limited supervision
Thorough working knowledge of information technology and operational methodologies and practices
Proficiency with personal computers as well as pertinent mainframe systems and software packages to include: Outlook, Word, Excel, Project, Internet, and BSA/AML software
Ability to travel as required, occasionally overnight
Eight years of bank and compliance experience with emphasis on BSA/AML and OFAC laws and regulations

Senior Premium Support Manager Resume Examples & Samples

Develop strategic relationships with key accounts engaged with our Premium Support Services team to maintain customer loyalty and ensure renewal
Ensure effective delivery of support and premium services against customer agreed goals and objectives to continually drive customer satisfaction with Autodesk products and solutions
Ensure resolution of all escalated issues related to SLA and customer satisfaction, ensure timely communication to customers and appropriate stakeholders
Ensure Premium Services staff are adequately prepared to support Autodesk Solutions by assessing delivery capability, identifying gaps and providing recommendations to address
Represent Premium Support and Services during pre-sales engagements, articulating value proposition of Premium Support and Services
Business Development skills, ability to build and articulate a Premium Support Services by “Value Proposition” to Enterprise Customers
Ability to communicate effectively, both written and verbally by ensuring proposals are presented to high standards

ENI Premium Support Manager North Americas Resume Examples & Samples

Lead and manage a geographically dispersed technical support team of industry and product experts that provide first class support as well as a variety of proactive services for Enterprise customers
Taking Premium Support and Service ownership of key customer accounts (MJA, ITA) and developing strategic relationships
Closely work with the Major Account Sales team in joint account planning and strategic positioning of Premium Support value proposition for Enterprise Customers
Manages the implementation processes and plans to ensure effective delivery of technical support and Premium Services and ensures customer satisfaction with Autodesk solutions
Measures and monitors performance against established SLA’s and OLA’s to ensure achievement of team targets; conduct periodic verification of work to ensure adherence and consistency to organizational standards
Continual evaluation of existing support processes to recommend necessary changes and adjustments to achieve greater efficiency and success with emphasis on the impact to customer care
Direct investigation and ensure resolution of all escalated issues related to SLA and customer satisfaction, ensure timely communication to customers and appropriate stakeholders
Ensure the entire organization delivers reactive and proactive services to Premium customers according to published SLAs; initiate service improvement plans as required
Manages and implements employee Human Resource Programs and initiatives; ensure implementation of on boarding program, employee development and coaching initiatives etc
Manages and prepares budgets and works closely with senior management on forecasting, discrepancies, variance trend analysis
Drive communication in the organization; ensure new information is coordinated with service teams and internal partner teams i.e. major accounts
Interact with internal Autodesk business partners regularly to drive improvements in technical capability and post-sales support of products
Lead or participate in setting organization vision, global projects and initiatives; proactively identifies more efficient strategies to promote efficiency
Ensure Premium Services staff are adequately prepared to support products by developing, planning, and implementing training, processes and programs
Establishes working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progress
Substantial management experience in Customer and Services delivery for Enterprise Customers within a global software & services company
Bachelor Degree in Business, Architecture, Engineering or equivalent work experience
Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and partners, which will be critical to success
Fluent English both written and spoken a must, fluency in a second language to business standard an advantage
Able to travel up to 50% of the time – mostly across their assigned territory as needed to support enterprise customers

Senior Manager Fcc Central Support Resume Examples & Samples

The jobholder is required to work with some autonomy, dealing with issues for which there is no straightforward solution and which require sound judgement and clear direction
Broad knowledge of Regulatory requirements and Retail Banking and Wealth Management (RBWM), Commercial Banking (CMB) and Global Banking and Markets (GBM) businesses and structure
Excellent communicator with strong inter-personal, influencing and relationship-building skills

Corporate Support Manager Resume Examples & Samples

Manage & maintain schedule, appointments & International travel arrangements
Preparation of necessities for travel e.g. visa, itineraries
Prepare expenses
Prepare and edit correspondence, communications, presentations, org charts and other documents
General administrative duties – scanning, formatting, typing
Prep for trips, visits and events - presentations, schedules, catering, day-to-day running
Office organisation
Degree level or equivalent - Essential
Executive Assistant experience to CEO/MD level - Essential
Office management or event management experience - Essential
Working on presentations – using a Mac with Keynote as well as Powerpoint on a PC - Essential
Working in a multi-office company - Desirable
Knowledge of licensing / branding world - Desirable
Microsoft Word / Powerpoint / Excel and Keynote - Intermediate - Essential
Organisation Skills – Methodical, structured and practical thinking
Project management – can plan out actions and think through solutions and possible outcomes. Put together proposals and objective summaries
Hard working: multi-tasking, time management and prioritisation – there is a lot of juggling demands in this role
Confident and good with people – a good listener and also commuinicator. Persuasive and authoritative where needed but also objective and democratic. Also a ‘internal PR’ person
Solution finder
Professional and can adapt behaviour appropriately to match the situation
Trustworthy, discrete where the situation needs it

SSC Support Manager Resume Examples & Samples

The SSC Support Manager will be responsible for a growing team across transactional & reporting fuctions
Manage Credit Risk, Cash Apps and reporting end to end in a timely manner
Maintain Internal Audit, External Audit and SOX compliance at all times
Along with the SSC directors, develop, rollout and manage the WW reporting needs of the SSC divisions, producing scheduled reports and ad hoc reports as needed
Contribute to / lead where necessary the successful transition of possible future workload to the Dublin SSC offices
Drive efficiencies and best practices in all aspects of the teams work, while supporting the wider internal and external customers' expectations
Responsible for the day to day management of staff, performance reviews, vacation planning and cover, staff development and motivation
Participate in the wider SSC management of the Dublin location especially the core SSC functions
Project management when necessary on internal and extended external projects
PQ or fully qualified Accountant an advantage
3+ Years Credit Management / Credit Risk / Accounts Receivable experience
3+ Years Leadership experience with proven record in successful team development
Analysis / Reporting experience - producing, analysing and advising on the data
Project Management Experience an advantage
Demonstrable results driven leadership and development of staff
Shared Services / multinational experience in a multi-cultural environment

Business Manager Support Resume Examples & Samples

Act as point of escalation for all Global Standards issues by providing guidance and support to facilitate timely problem resolution
Maintain and update all Global Standards procedures impacting the Private Bank
Coordinate all Global Standards meetings including preparing the agenda, scheduling the meetings and collecting materials for the meeting
Manage query log to ensure all Global Standards queries are responded to in a timely manner
Assist in documenting exception request details and results following standards set forth by the Business
Support the Business and Relationship Managers with reporting, ad hoc requests, and training
Ensure all exemptions to policies are in place and tracked
Assist in providing regulatory oversight including providing training and guidance to Front Office staf

Senior Manager, Support Renewals Operations Resume Examples & Samples

Deep understanding of sales methodologies and the end-to-end sales cycle
Understanding of business synergies between software sales and support renewals businesses
Problem solver with excellent communication skills
Experience managing and developing large operational execution teams
8-10 years of sales operations management experience inclusive of engagement at executive levels
Experience leading a team of people supporting the support renewals business at operational levels
Experience managing large sales operations teams
BA or BS degree or equivalent work experience, MBA preferred

Risk Support Manager Resume Examples & Samples

4 years of contact center experience with at least 2 years in a retail environment
2 years of experience managing others and building teams
1 year of experience managing workflows

Senior Manager Support Resume Examples & Samples

Cash Management, Deposits Product Knowledge and Fulfillment
Conflict Management & Resolution
Environmental Understanding
Business Valuation
Sales and Service Knowledge and Processes
National Office: Industry, Franchising, Agriculture and Aboriginal Programs

Manager Support Resume Examples & Samples

Ensure service provided to our Non Branch CAU is of a consistently high quality
Assist in the development and introduction of assigned Bank Initiatives/Projects both System and Product, new or enhanced procedural changes. This may be independently for smaller initiatives and day to day support or as a team member with both internal and external partners
Assisting with ensuring a high degree of operating efficiency in the NBCAU
Ensure internal manual/procedures, external communications (manual, circulars, FYIs) are accurately maintained to reflect current processes
Good working knowledge of Bank Accounting Policies and Procedures
Good knowledge of Settlement Accounting
Good knowledge of Credit Card program
Excellent relationship skills to deal with various service partners at varying job levels
Ability to provide high level of service to units while supporting or assisting in managing/dealing with ongoing unexpected and uncontrollable procedural/system changes
Good knowledge of branch on-line and network computer operations; including AS400, standalone applications/systems
Good knowledge of Bank regulations, policies, procedures and CAU and/or branch operations
Good time management and organizational skills in order to meet strict processing/reporting deadlines
Working Project and Business Process design knowledge

Apps Support Manager Resume Examples & Samples

Minimum 6 years experience in IT Industry Technical Skills
Good Technical background of Enterprise Kofax Optical Character recognition software, installs and workability. Strong knowlede of Websphere, AIX Operating System & Oracle database
Excellent knowledge of NAS infrastructure integration as storage for documents scanned by Kofax (or an alternate OCR software) Personal Skills
Articulate and excellent communication skill
Ability to work effectively in a fast-paced environment
Ability to work under pressure Ability to work independently and well with others at all levels of peers and management Proficient verbal and written English language skill
Ability to communicate with internal clients and operations

Apps Support Manager Resume Examples & Samples

Primary responsibility is ensuring the quickly-expanding GRU platform is kept running for the GRU business and its clients. This breaks down into two parts
Proven experience in an application support environment, 4 years or more
Experience in a demanding environment, working to strict deadlines and short SLAs
Experience working in a service-based environment, with knowledge of service management methods
Experience in the financial industry would be preferred
Experience of reconciliations would be beneficial
Wintel
Sybase

Senior Assistant Manager Support Corporate Actions Resume Examples & Samples

Ensure operational efficiency of the Corporate Actions units are maintained at a high level in accordance with approved policies and procedures by
Organizing, prioritizing and supervising transaction volumes and workloads and deploying staffing resources as required
Monitoring work in progress to ensure client instructions are received and processed within required time frames
Checking / authorizing transactions (for outgoing wire payments) as required, based on related risk and complexity
Identifying and pursuing opportunities to improve processing efficiency and / or reduce risk
Ensuring control accounts and aged transfer reports are reviewed daily and out of balance amounts resolved
Regularly reviewing and challenging existing procedures and control to ensure effectiveness
Ensure a high degree of customer service is provided to internal clients by
Participation in Wealth Mgt Branch Admin conferences to establish open lines of communication between front /mid and back office so problems can be quickly understood and addressed
Act as subject matter expert in consultation with internal clients with respect to voluntary corporate actions
Assist in effectively controlling department operations to maximize profitability
Expert knowledge of industry standards and related procedures dictated by Securities Depositories (CDS, DTC) Transfer Agents, and Sub-custodians(BNP, CITI, Clearstream, Bony, Euroclear) etc.) for mandatory voluntary corporate actions, and familiar with legal terminology specific to corporate actions
Expert knowledge of Bank policies and procedures related to mandatory corporate actions and a sound understanding of other aspect of Securities Operations, especially Income Processing, Tax reporting, Trading, Contracts, Settlement and Clearing , all of which can interact with, impact, or be impacted by corporate action processing
Good leadership and HR management skills necessary for management of staff and generally to ensure day to day efficiency and control of corporate actions processing
Strong analytical skills in order to effectively manage situations not covered by documented policies and procedures and to identify, assess, and react to financial risks associated with voluntary corporate actions

ODC Manager Support Resume Examples & Samples

Delivery Assurance - Working with the vendor to enhance delivery and quality metrics. Implement Balanced score card across engagements to get a holistic view across the engagements . Help drive engagements towards managed services where feasible
Risk oversight & control - Offshore environmental / protect model, act as escalation point for critical issues, oversee compliance within vendor organisation on offshoring (specific or generic) policies / frameworks & audits, on the ground compliance oversight. Analyse location concentration risk and drive adequate demand forecasting with regular risk alignment
Vendor behaviour and cultural alignment - multiple dimensional, process performance, Client satisfaction, Financial benefit, People / resources & infrastructure capabilities
Scope Control enforcement - drive a rigorous governance mechanism to ensure that scope control of the vendor footprint aligns with UBS offshoring policies (SOP, FMEA, OBI adherence, etc)
Vendor value enhancement - driving innovation / moving up the value chain, enhancement of new capabilities - optimise vendor contributed value (aligned with overall O&O strategy)
Driving UBS behaviour / Manage stakeholders within UBS - Create engagement within UBS to keep the engagement successful, create & maintain appropriate level of trust through stakeholder management
Budgetary oversight - oversight / control of UBS vendor spend, ensuring that pricing, etc aligns with GFA. Advisory / oversight of GFA / contractual discussions
Process excellence – work with the vendor to enhance delivery, notably in meeting cost targets set out by UBS
9: ODC Expansion and Workforce Strategy : Act as primary point to drive ODC related expansion and help drive vendor consolidation implementation plan as part of workforce strategy
10: Drive regular forums at ODC's through town halls , regular review of risk and compliance training and conduct surprise checks for vendor controls against contractual commitments

Senior Manager Support Resume Examples & Samples

Strong time/priority management skills
Ability to manage relationships with sales team
Deadline-focused experience with a customer impact orientation
Commercial Lending Qualified with Commercial Discretionary Limits of $10MM-$20MM

Wealth Manager Support Resume Examples & Samples

You will be responsible for processing client trade orders, so a good working knowledge of foreign exchange and securities trading would be extremely advantageous
You will assist Client Advisors as they prepare investment proposals and reviews for both new and existing clients
You will work directly with clients, dealing with their queries and either resolving them yourself, or escalating them to a specialist as needed
You will follow UBS processes and guidelines closely, so that best practice and compliance with the regulatory requirements of the Jersey Financial Services Commission are always met. This includes following UBS's risk management and control principles, and credit/risk policies

IT Account Manager Support Distribution Resume Examples & Samples

Providing a key interface for product and service management by representing business needs
Providing Program Managers and L4 Service and Product Management with a single point of contact for account management
Representing GT to the client's management meetings
Overseeing end-to-end program delivery for business stakeholders
Ensuring that account managers have budgets vs actuals readily available
Preparing materials for monthly meetings with business to talk status at portfolio level
Gathering information for ad hoc reporting
Preparing supporting documentation for account managers and client representatives
3+ years of related experience, preferably in a large and global financial organization or in a large IT service/software provider in the financial sector
Experience to work with senior management both on business and IT side and strong capabilities to plan, organize and deliver high quality analysis and presentation under pressure
Excellent influence management skills in interacting with various stakeholders within the firm
Experience with /affinity to products/services such as CRM systems, client portals and campaign management
Knowledge of asset management and investment process processes
Comfortable working with people from diverse backgrounds, cultures, and geographical locations
Proactive "doer" approach with a desire to resolve issues / conflicting demands quickly, effectively and in a pragmatic way

Apps Support Manager Resume Examples & Samples

Primary focus areas will include promoting stability and quality of support services in line with our regional strategy and technology management policies, as well as day to day operation and oversight for the team/s under his responsability
Act as a local escalation point for team members and lead/assist with resolution of critical incidents
Able to analyse complex problems / situations and to propose simple solutions
Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team
Translate business issues into technology requirements
Effectively communicate and interact with infrastructure and supporting technology groups across the organization to drive problem resolution and service levels
Follow thru to ensure each problem is resolved according to SLA
Work closely with Incident Management during an issue until solved and then be a partner with the Problem Management Team to ensure no re-occurrence of the same issue
Effectively communicate issues and status updates to Seniors of the organization
Liaise with Development Partners team (L3), Application Manager and Business Representatives to ensure proper resolution of incidents with long term solution applied for each root cause
Experience working in a support environment with minimum 5 years of experience on PS/DEV activities that includes troubleshooting
Experience in leading staff in a Production Support in a high availability / mission critical environment
Strong knowledge in ITIL practices in the area of Incident and Problem management
Desirable Experience using Service Now
Proven organizational, leadership and management skills
Exceptional strategic analysis, problem solving, issue resolution and decision making skills
Z/390 OS
Cobol
VSAM
DB2
Connect Direct
Ability to handle high stress and pressure situations
Strong problem solving and program execution skills
Self motivating
Exceptional presentation development skills
Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner
Delivery focused
Attentive to detail
Advanced Spanish and English both written and spoken

Customer Project Manager Support Resume Examples & Samples

Support on Project administration and documentation creation/updates
Support on Project planning, control and monitoring administration
Support on Quality Planning, Quality Assurance and Quality Control
Organize milestones and tollgate documents
Track purchase orders; keep records in order
Track of Goods Received (have commercial awareness and been able to understand all terms and conditions, how quotes, POs, invoices, order acknowledgements should be tracked)
Support Customer Project Manager in planning project events, arranging internal and external customer meetings; prepare minutes of meetings and follow ups
Monitor project performance and quality
Support CPM in analyzing project progress and making forecasts for remainder of projects
Drive Project Administration in an end-2-end approach until its completion: place orders, ensure resource management, check time reporting, check Time & Material cost
Previous experience in a similar role
Flexible and service minded
Project oriented
Multi task ability, involvement in staffing of many projects simultaneously Structured and administratively skilled Excellent in building relations
SAP and MS Project knowledge is a plus
Purchase order issuance
Business Oriented
Highly developed administrative skills
Flexible and responsive to changing work patterns and demands
A thorough and methodical approach to work
Highly developed skills in interpersonal communication and driving change
Highly developed skills in knowledge sharing
LI-AV1

Manager, Fanatical Support Resume Examples & Samples

Reports to Senior Manager of Fanatical Support – 1stShift Windows
Leads frontline technical Rackers on Engine Room Team A1/3 in SMB
Manages customer support functional activities for all supported products and contributes to overall service profitability
Focused on improving overall quality, consistency, ownership, professionalism, familiarity with customers/environments, responsiveness to customer requests, tools used and resources
Improves interaction and service between customer support and other functional areas of company
Manages staffing within the team to adequately handle call/ticket volume at any point in time
Monitors productivity metrics and incoming volume metrics
Manages and leads personnel on the team in all aspects from onboarding, training, motivating, personnel actions appraising, rewarding, disciplining and recommending termination as required
Promotes and maintains a high quality, professional, service-oriented company image among users
Ensures resolution of escalated customer problems received via the telephone and/or our ticketing system
Conveys customer feedback to account teams
Interacts internally and externally with senior managers and directors, requiring negotiation of extremely critical matters
Ensures OS segment and team actions as a whole support Engine Room and Rackspace Strategy
Invaluable knowledge in all facets of the delivery of technical support
Excellent knowledge of company's products and systems
Ability to successfully work and promote inclusiveness on the team
Bachelor's degree in business or computer science; may have post-graduate education or training
Demonstrated ability to consistently provide FANATICAL support
PHYSICAL DEMANDS:**General office environment. High level of stress may occur at times. No special physical demands required. Heavy telephone usage and many meetings

Senior Manager Support, Commercial Banking Resume Examples & Samples

People management experience
Ability to manage relationships with sales team
Deadline-focused experience with a customer impact orientation
Commercial Lending Qualified with Commercial Discretionary Limits of $10MM-$20MM
Minimum 10 year relevant experience
Relevant lending and relationship management experience

Apps Support Manager Resume Examples & Samples

Responsible for all aspects of Incident and L2 support for the TRIMS application, primarily for NA business clientelle
Proactively monitor and provide tier-3 Production Support, resolving risks and issues and initiating corrective action plans as appropriate
Be proactive in monitoring trends and instituting continuous process improvement
Ensure process are clearly documented and staff are suitably trained
Ensures essential procedures are followed and contribute to defining standards
Ensure appropriate monitoring and alerting processes are in place for the Production environment
Ensure appropriate capacity and performance monitoring and review processes are instituted and executed
To provide regular communication to management and stakeholders of Production Support status for the applications, including risks, issues and mitigations
Promote effective knowledge management across the Trade Applications Support teams
Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively
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
7+ years’ work experience in Technical Production Support roles preferably within a large scale, global financial
Bachelor's Degree in Computer Science/Computer Engineering or equivalent
6-7 years IT Support experience primarily in Unix systems with AIX, MQ, Oracle, Java, SQL, NDM and TIBCO
Experience in Kofax Optical Character Recognition solutions and integration with other applications
Manage and Own Application Change and Release Process
Experience in Webphere Architecture and NAS/SAN storage systems
Basic Networking knowledge (Load balancers, Network Protocols)
Certification in project Management or ITIL is preferred
4 years experience writing scripts using Unix shell, database queries, generating capacity and performance reports
Working in Mutiple Application Support Model is preferred
Software Engineering & Change Management experience desired
Understanding of client server architecture (clustered and non-clustered)
Excellent communication and interpersonal skills with the ability to communicate well at all levels
Applied knowledge of standard development methodologies
Strong problem solving and program execution skills while being process orientated
Self motivating and delivery focused individual

Apps Support Manager Resume Examples & Samples

Primary focus areas will include promoting stability and quality of support services in line with our regional strategy and technology management policies, as well as day to day operation and oversight for the team/s under his responsibility
Able to analyze complex problems / situations and to propose simple solutions
Java Application Servers (Weblogic/Wesphere)
DB2/Oracle
Java: Hibernate, Spring, Wicket and other similar frameworks
Unix scripting

Business Operations Manager Support Resume Examples & Samples

Performing Financial control, reporting and validation
Coordinating and providing logistical support for ad-hoc matters that need attention at an Operational Resilience function level for BSC Krakow
Providing assistance with work force strategy delivery in terms of ODP related tasks such as application onboarding, maintenance of existing ODPs to assist the accountable responsible officer
Supporting Operational Resilience Head in meeting preparation where required

Apps Support Manager Resume Examples & Samples

Facilitate and implement the necessary documentations required for outsourcing clearances and other aspects of compliance matters in ICG Technology
Coordinate and establish strong working relationship with the appropriate subject matter experts to evaluate impact of regulatory obligations on service delivery, make recommendations for corrective action, and track progress toward compliance
Provide Technology leaders with regular communication related to new and changing regulations impacting the delivery of global production support services
Identify appropriate subject matter experts to respond to regulator inquiries or provide input to management responses to examination findings
Partner with Cross Border Data Clearance to understand impact of data privacy regulations on application production support and staffing; make recommendations for achieving business objectives while maintaining compliance
Coordinate Business As Usual (BAU) activities, overseeing Risk and Control activities. Provide assistance to application owners/management team to ensure Risk and Control issues and initiatives are addressed timely
Work with the Cross Border Data Clearance to resolve issues found during the Clearance process by in-country Legal and Compliance
Work with Risk and Controls leaders to ensure appropriate controls are implemented across the organization to meet regulatory data privacy obligations
Continuously identify opportunities for program and control improvements
Min. 5-6 years of working in information technology or operations with background and experience in IT risk management, compliance, or legal for a multi-national corporation or an entity with similar global reach and complexity
Experience related to managing information security or data privacy controls within a financial services organization preferred
Extensive years of experience in Audit, Information Security or Risk Management
Experience in execution of the Risk and Control Self-Assessment (RCSA), Managers Control Assessment (MCA), or other technology self-assessment processes is an advantage
Certifications related to regulatory compliance or risk management preferred. (See below)
Good organizational skills, ability to work under pressure and prioritize within tight deadlines while maintaining total accuracy
Ability to influence others and quickly earn the confidence of others
Quick learner and able to work in a diverse, global environment
Ability to analyze large amounts of data, decipher items relevant to the development unit covered, and determine corresponding risk
Ability to supervise and motivate a team size of at least 5-6 people
Possess the ability to develop and maintain good working relationships with various levels of management
Ability to coordinate/manage initiatives from end-to-end with minor supervision
Strong knowledge of Microsoft Office with Excel, Outlook, and PowerPoint skills
Strong affinity to manage Control practices demonstrating a pragmatic risk-based approach
Industry certifications, such as CISA, CISM, CRISC, CISSP would be an advantage

Apps Support Manager Resume Examples & Samples

Work closely with business support, development teams, and the Delta1 business to determine strategy and priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
There is a duty on this team to take ownership of technical problems and be proactive when dealing with system issues
Effectively communicate issues and status updates with business support, regional colleagues, and development teams
Liaise with business support teams and application development groups
Background of hands-on application support (not necessarily in a recent role)
Background of technical skills such as UNIX, SQL or scripting (not necessarily in a recent role)
Equities knowledge essential, risk/derivatives support and/or program trading support will be a distinct advantage
Ability to work under extreme pressure
Knowledge / working experience of Autosys

Apps Support Manager Resume Examples & Samples

Provide technical support to NAM equities electronic trading business. Support electronic trading applications (in-house) including ATS dark pools, block trading, algo and DMA
First contact point for business user with inquiries on functionality, order status, and trading problems. Effective and timely communication to business users during production outage
Troubleshoot system level trading issues. Handle technical outages including connectivity failure, message build up, application failover, data recovery and hardware failure
Participate in and manage incident calls to ensure all incidents are resolved as quickly as possible and business impact is minimized. Engage and track priority issues, with responsibility for the timely escalation, resolution, documentation and closure of incident tickets
Involve in the release of changes into the production environment and in post release testing and coordinate with various technology teams involved
Identify gaps in monitoring, Start-Of-Day checks and post release checkouts, drive process improvements and plan automation to improve overall application stability and efficiency
Maintain a strong relationship with key business stakeholders
Maintain a good relationship with other technology teams within the bank as well as external vendor teams
3+ years of relevant work experience in the financial industry, equities production support experience is preferred
Proficiency is required in Linux/Unix command line environment for accessing application logs, monitoring server health, and generating ad hoc reports
Experience in Shell or Perl scripting with significant automation experience
Technical background in SQL is required
Strong knowledge of FIX concepts
Monitoring experience with ITRS or other industry wide monitoring tool
General knowledge of market rules and trading life cycle
Ability to work in a fast paced environment and perform well under pressure
A strong sense of ownership and urgency
3+ years of experience working in production support environment
Knowledge of message oriented middleware (eg Tibco EMS)
Knowledge of kdb+ an advantage but not essential

Eat, Shift Manager, Support Resume Examples & Samples

Provide effective coaching and feedback to facilitate Team Member growth and development
Ensure staff is equipped with the knowledge and tools required to meet department and company objectives
Partner with workforce management to ensure staffing/schedules align with volume, ensuring service level achievement
Consistently achieve key performance indicators including but not limited to Customer Satisfaction, Service Levels, Team Member Retention, Cost Per Contact
Create and maintain a work environment that promotes, growth, diversity, education, open communication
Effectively trouble shoot and resolve Customer or Restaurant concerns, and handle escalated

Manager, Fanatical Support Resume Examples & Samples

SUPERVISION: Provides direct supervision to exempt employees and/or skilled, nonexempt employees (i.e., technicians, designers, support personnel). Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems. Provides mentoring and training to technical and account management team
EXPERIENCE/EDUCATION:High school diploma or equivalent required. At least 4 years of Operational Management experience within a mission critical environment, committed to providing FANATICAL customer service. A strong background in account management or demonstrative hosting-specific technical skills. Drive to succeed. ITIL Certification preferred
PHYSICAL DEMANDS:General office environment. High level of stress may occur at times. No special physical demands required.Heavy telephone usage

Apps Support Manager Resume Examples & Samples

Provide technical support to NAM equities electronic trading business, support electronic trading applications (in-house)
Background of hands-on Equities trading application support, including Market Access, Market Data, Smart Order Routers, Client Connectivity and Algo Trading
Strong verbal and written communication skills required as the successful candidate will sit and face directly off to the NY Trading desks
The ability to write business friendly incident reports on complex technical issues
5 years’ experience working in a support environment
Strong knowledge of Microsoft based operating systems
Experience using/troubleshooting Office with emphasis on Word, Excel and PowerPoint

Manager, Fanatical Support Resume Examples & Samples

KNOWLEDGE/SKILLS/ABILITY:Invaluble knowledge of all facets of customer retention (CRM). Expert knowledge in finding a resolution to a customer’s concerns and defining and developing a customer contact strategy. Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements. Expert knowledge in developing customer service department procedures. Specialist product knowledge in support of Rackspace standards. Ability to communicate technical info and ideas so others will understand. Exceptional people skills; the ability to engage and motivate staff
JOB COMPLEXITY: Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate expectations. Workflow management and prioritization. Responsible for minimizing downtime via proactive technical intervention. Ensure all business processes are followed. Rapid and effective fault fix activity, proactive recommendations of systems architecture review and improvements. Manages the development of a team of account managers and technicians. Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations’ effective achievement of objectives. Erroneous decisions will have a serious impact on the overall success of functional, division or company operations. Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization
PHYSICAL DEMANDS:General office environment. High level of stress may occur at times. No special physical demands required. Heavy telephone usage

F Item Manager Support Resume Examples & Samples

Proactive allocation of hardware to support repairs, depot activity, field maintenance
Creation of demand in SAP
Repair induction transactions
Creation and management of schedule adjustment requests (SIMs)
Transaction troubleshooting and issue resolution
Order information auditing
Collaboration with cross-functional teams

Service Desk Manager / Support Manager Resume Examples & Samples

Previous experience working in an Agile and ITIL environment
Previous experience managing incidents and service requests across a multi site, multi customer environment
Previous experience managing incidents and service requests across a multi site,
Multi customer environment
Demonstrable excellence in interpersonal skills for customer service
Previous experience providing support for emerging cloud based technologies and
Services

Apps Support Manager Resume Examples & Samples

To provide direct application support to the Equities Delta 1 & Derivatives businesses based on the trading floor in New York
Provide Technical support for Equities Delta 1 & Derivatives risk management and pricing applications
To develop, maintain and enhance monitoring solutions, which will require scripting knowledge to create advanced monitoring solutions
Manage the relationship with development and infrastructure teams
Background in supporting derivative securities
Background of technical skills such as UNIX, SQL or scripting
3-5 years’ experience working in a front-office support environment
Hands experience of Equities Derivatives
Knowledge and understanding of Equities Delta 1 trading business

Customer Project Manager Support Resume Examples & Samples

Support on Project Financials and project structure in SAP
Drive Project Administration in an end-2-end approach until its completion: place orders, ensure resource management, check time reporting, check costs
Min. 2 years of professional expertise in areas related to Operations, Project Management, Finance
Experience with Purchase Order management
Excellent MS Excel, PowerPoint, Word skills
Professional experience in analytical and financial areas is a plus
Multi task ability, ability to work on different projects simultaneously
Project oriented, structured and administratively skilled
Ability to work independently and be self-driven
Attention to details, perseverance and methodical approach to work
Business oriented
Excellent in building relations and networking
Developed skills in interpersonal communication and driving change
Developed skills in knowledge sharing

Apps Support Manager Resume Examples & Samples

The support of SQL and Oracle databases, and managing our Middleware components, i.e. Websphere, Weblogic, TIBCO, and Business Objects. Candidates must have strong knowledge in Oracle & Java technologies
Liaising with the Business community to understand and resolve their individual application problems in a time critical environment and Project management for all of the Citi Businesses we support
Bachelor's Degree in Computer Science or equivalent
Minimum of 10 to 15 years of related experience in the area of Technology in the financial sector
Candidates must have strong knowledge in Oracle & Java technologies

Pmo Support Manager Resume Examples & Samples

Provide day-to-day operational oversight of the BA and Portfolio processes, procedures, standards, and tools
Coach and mentor a team of business analysts and portfolio managers; developing a high-functioning team with skills in current technologies. Provide feedback to team, including annual performance reviews
Implement and support processes and tools designed by the PMO to support business analysis services and project portfolio management
Identify opportunities for process improvement, drive BA and Portfolio Management practices across the organization. Take an active leadership role in the team and create an environment that fosters the prescribed methods and processes
Define and promote formal communication methods and establish open and consistent communication between IT, the PMO and the business units
Facilitate annual project planning with customers; work with the business to complete initial project requests, and provide a high-level estimate of the project effort and cost
Work directly with the IT leadership team and business leaders to ensure that the project portfolio is aligned with both business and IT strategies
Help to develop and maintain the overall IT portfolio activities to include project intake, initiation, planning, tracking and reporting
Provide executive-level portfolio and metrics reporting
Bachelor's degree in business administration, computer science, information systems or other related field or equivalent experience required
Demonstrated familiarity with PPM methodologies and experience collaborating with diverse stakeholders to drive consensus; experience monitoring/reporting project portfolio performance
Experience managing the work of others, ability to evaluate progress and provide constructive feedback
Experience in providing structured business analysis support to projects/programs or managing business analysts
Understands the importance of developing effective partnership relationships with key business groups; proven ability to quickly earn the trust of sponsors and key stakeholders
Proven experience in leading and delivering projects/programs, business analysis services or managing project portfolios
Focused and versatile team player that is comfortable delivering results under pressure
Proven decision-making capabilities and sound judgment
Excellent communication, presentation, and organizational skills, including the ability to influence stakeholders across all departments and levels of the organization
Demonstrates commitment to continuous improvement through developing, incorporating, and promoting best practices
Experience with MS Office Tools (Word, Excel, Project, PowerPoint, Visio) and SharePoint

Senior Commercial Manager Support Resume Examples & Samples

Support the Commercial Manager to ensure our and projects are commercially robust
Support the Commercial Manager to help ensure areas such as contracts, liability, warranties, payment terms, security instruments, tax, f\x, insurance and compliance have been suitably addressed
Manage correspondence, tracking incoming and outgoing letters and allocating responsibilities to ensure timely response is provided
Contribute to the drafting of commercial& contractual documents, such as letters, early warning, Change Requests, etc
Support the commercial strategies on variations orders and support contractual negotiations
Liaise with the design team to get all technical, delivery and schedule inputs for variation orders and contractual correspondence
Provide commercial support to the commercial manager in relation to ensure that the project is commercially focused from the outset

Program Manager Support Resume Examples & Samples

Provide Intelligence Production and Analysis Support in the oversight of the Navy Maritime Intelligence Environment (MIE) Capabilities Development and Task Management Support
Provide information dissemination services, to include developing briefings, some facilitation and provide post-meeting information updates to flag officers and senior-level executives. Develop briefing materials in support of weekly and bi-weekly working group meetings
Assist with required facilitation of meeting to include dissemination of information. Monitor, track and ensure completion of action items originating from plans and policy for internal and external meetings
Provide assistance on technical approaches, development and maintenance of the program, and analyze program/project plans for feasibility, in brief, technical note, or other approved format
Assist in compiling expert-level, user manuals, standard operating procedures
Bachelors Degree and 8+ years prior military and/or Inter-Agency experience in Intelligence
5+ years of operations support experience
Currently posses an active TS/SCI Security Clearance
Superb research, written and oral communication skills
Knowledge of US Navy and DoD cyber security
3+ years MS Office experience

Junior Project Manager Support Resume Examples & Samples

Support Project/Program Manager on a daily basis
Manage the reporting process from gathering requirements, designing report layout, and development/preparation of reports and presentations
Prepare and maintain comprehensive project presentation and documentation for internal and external purposes
Provide deep dive analysis, trends and outlier reporting
Support project manager and team members on data and reports improvement activities
Verify quality of data provided by vendors and external suppliers
Design new reports and presentations based on demand coming from stakeholders
Ensure that all reports and presentations are aligned
Be the point of contact for any reporting change requests

SAP Solution Manager Support Engineer Resume Examples & Samples

SAP Solution Manager planning, Installation, upgrade, update, maintenance, migration, optimization, performance and tuning
Design and implement End to End customer IT operation processes Based on SAP OCC (Operation control center) approach
Customer situation assessment and requirements collection, providing customer specific OCC solution
Setting up and optimizing implementation/operation tools, mainly on SAP Solution Manager
Initiating and driving product improvement and enhancement according to customer feedback
Deliver slots Job as Application Operations SAP Solution Manager Technical technical expert in Mission Control Contol Center (MCC) in SAP Backoffice
SAP Basis and Security Authentication – Strong Netweaver platform support experience
Knowledge and Hands on experience on Technical Planning, Installations, Upgrades, OS/DB Migrations
Technically fluent in Operating of Operation System (Unix/: Linux and Microsoft Windows/Linux), Administration experience. OS scripting,
Knowledge of SOAP and interfaces
Database Oracle/DB2/SQL Server/ MaxDB )
In addition, experience with Monitoring Solutions as administrator, support team member or consultant
Big plus is monitoring experience applicable to SAP systems. Knowledge of Monitoring and alerting infrastructure, CCMS, ST transactions
Experience in one or more areas in SAP Solution Manager is advantage
Experience in one or multiple of the following tools
SAP BASIS knowledge speed up adoption to team
OLAP or SAP BW knowledge is a plus
SAP functional consultant or business analyst
ABAP/Java development experience with minimum 3+ year
Project delivery, customer support experience
Work in support organization in different roles with Incident management and Event Management processes

Account Manager Support Resume Examples & Samples

Responsible for shared mailbox and responding to clients and problem solving
Create contract in cooperation with KAM
Serve as the department representative in relation to quality management e.g. make sure agreements comply with quality standards
Coordinate projects
Daily maintenance of tasks such as changes/updates in CRM system or uploading agreements
Coordinate and conduct Webinar trainings for clients
LI-EA1

IT Manager, Support Resume Examples & Samples

Lead and manage a highly technical team of L3 SME/Specialist, consisting of approximately 6 resources
Administer and Govern support processes, best practices, and standards across the L3 support organization to confirm with ITL 3.0
Accountable for all production and non-production issues/problem and provide timely fix based on severity of the issues
Responsible for product vendor management and communication for all product related issues
Responsible for weekly and monthly executive reporting of L3 activities
Responsible for resource planning and forecasting
Accountable and responsible for knowledge transfer from projects /Warranty
Responsible for talent strategy- hiring and ongoing training
Ensure that the runbooks are up to date and all documentation (related to the platforms ) are updated
Be accountable for managing the L3 support budget of approximately 2 MM/year
Provide technical leadership to L3 support team
Demonstrate a positive attitude, collaborative spirit to facilitate and build relationship with various stakeholders, i.e TS partners, Line of business teams, infrastructure support teams, vendors and L2 support teams
Planning and strategizing of organization changes and requirements to optimize capital and human resources
Vendor management for resourcing needs of the group including but not limited to vendor sourcing, accruals, invoicing and work order /SoW process
Responsible for working closely with the SSG group for Vendor WO/SoW approval
24 x 7 availability, for technical and non-technical escalation
#LI-AR1

Enterprise Support Manager Resume Examples & Samples

Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
5+ years managing technical teams
Experience working with Enterprise companies

Manager, Support Engineering Resume Examples & Samples

Masters or Bachelors in Computer Science or a related field
8+ years of experience internet/large scale implementations of data warehouse, ETL and BI
2+ years’ experience managing Business Intelligence Engineering or Data Engineering team
Strong data modeling skills and excellent knowledge of Oracle SQL, Linux
Data Analytics experience in managing large amounts of data and analyzing trends
Experience with Star Schemas, Dimensional Models and Datamarts
Experience working with Distributed databases and AWS or other cloud technologies
Experience managing demanding stakeholders
Experience with managing critical reports for executive reviews

Apps Support Manager Resume Examples & Samples

This role is to provide hands-on technical support, answer queries via phone, e-mail and in person
Effectively communicate issues and status updates with business users, senior management, and development teams
Take control of entire L1 Support and be responsible for the team’s performance
Ensure appropriate problem and service request logging to pick up/prioritize fixes to most recurring application problem or to automate the top service requests
Ensure the application SLAs for critical downstream handoffs and regional online SLAs are met. Work with L2 or support seniors promptly for any escalations. Be prompt in spreading the updates to business and down streams
Liaise with users; business sponsors; and other groups – both internal and external of Citi
Work closely with development teams, and the business to determine strategy and priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Take ownership of user problems and be proactive when dealing with user issues
Perform appropriate problem solving tasks before passing to another team with prior-agreed format, logs, etc
When dealing with major incidents, the specialist is expected to make key recommendations based on his / her knowledge of the systems and the business
Take part in the change control process to ensure any releases into production systems are carefully tested and reviewed; handover documentations are adequate and verified
Extensive years experience working in a production support environment
Some experience with Oracle
Should have strong hold on Unix and be able to review/script
Some knowledge about financial services industry, especially understand about the life cycle of a trade, is advantageous
Monitoring systems (ITRS, Net-agent tools)

Manager, Support & Special Projects Resume Examples & Samples

Shape and help manage our Team Learning and Engagement Strategy: Work with the Chief of Staff, Team Learning + Strategy to set vision and broad strategy for team learning experiences. Regularly seek out and synthesize data to highlight progress being made and needs for development and team engagement. Provide thought partnership, research, and opinions to help shape the learning mission, strategy, and scope & sequence of our team learning and engagement. Personally design and facilitate select experiences, and enlist and manage others on content design and facilitation of these experiences
Develop and Manage our Team’s Approach to Partnerships: Conduct a landscape analysis and propose a vision and approach to how our team partners with other Teach For America teams and external partners. Create a clear plan with the leadership team to align across our own team and to clearly communicate with our various stakeholders. Help orient and build the organization’s understanding of our team’s work and value add. Strategically field requests of our team to the relevant individuals across our team. Regularly monitor the strength of our partnerships, our stakeholders’ experiences working with us, and the consistency with which these outcomes are true across our team. Synthesize, develop and/or recommend strategies, and laterally manage where necessary. Serve as our liaison to our national funding and development teams. Provide support to the VP for external engagements within the broader education landscape through leading and curating research, developing talking points or providing counsel
Develop and Provide Support for Special Projects: Research and support the vision and strategy development and the operations of select cross-team projects and organizational initiatives (e.g. the review and selection process for our Sue Lehmann Fellowship, national learning experiences led by content specialists, execution of National Institutes, National Board of Professional Teaching Standards partnership) such that our team’s efforts are streamlined, coordinated, and high impact
Lead Team Learning and Development Experiences: Work alongside your manager, the Chief of Staff to craft personal learning and development goals and ambitions, internal and external to Teach For America. Utilize your skills in strategy, planning, and operations to lead optional learning experiences (1-3x/quarter) for members of the broader Knowledge & TAL team and provide internal consultation on excellence in operations
At least one-two years of professional experience working in an administrative capacity, or comparable experience
Exemplary ability and excitement in creating and maintaining organizational systems with strong attention to detail and ensuring reliable follow through
Ability and excitement to effectively and reliably manage several projects at once and work well in a fast-paced, deadline-driven environment
Strong, demonstrated critical thinking skills and judgment
Strong customer service and written/verbal communication skills with an ability to understand the perspectives of a range of audiences
Strong orientation to personal learning and development
Ability to be flexible and integrate quick, frequent feedback
Experience successfully laterally managing others on shared projects and goals
Strong ability to analyze and synthesize quantitative and qualitative data
Ability to apply a lens of diversity, equity, and inclusiveness to one’s work and decisions
High level of proficiency with Microsoft Word, Excel, PowerPoint and Outlook; Google applications, Cisco WebEx video conferencing, and comfort learning new technology

Technical Account Manager Support Resume Examples & Samples

Provide training and technical support to customers
Partner with the platform product and engineering teams to make recommendations on product enhancements and provide feedback/testing on any critical bugs, fixes or new features
Document knowledge base articles for customer support topics
Technical aptitude and demonstrated ability to work in a cross-functional environment
Experience prioritizing multiple tasks of competing priority with the ability to meet deadlines

Apps Support Manager Resume Examples & Samples

Ensuring that the production environment is available for Start-of-day through a series of checkouts
Manage user queries and service requests
Increase the efficiency of the technology environment through regular review and reorganization and by deploying right teams on the right project
Excellent planning, organization and prioritization skills to meet ever changing demands
Strong process awareness and ability to manage incidents, problems and change
Act as face of the support team with other technology and business teams
Develop expertise in the relationships between interdependent systems
Investigate level 1/2 issues and pursue rapid resolution in accordance with business objectives for break-fix items
Ensure development code is performing as expected and look for bugs to minimize possible outage impact
Providing effective communication to business and technology areas about any issues or outages that may be occurring
Design, document and develop front line support tools for the Global Futures and OTC Clearing Production Support team with a focus on start-up and checkout scripts
Management of working relationships with clients and vendors
Influence the enhancement of the Futures trading and prime brokerage services applications
Monitor allocation management and FIX messaging for Futures and OTC trades through middle and back-office applications and global exchanges
Maintain documentation covering environmental, procedural and architectural changes
Provide escalation and detailed reports on daily/ weekly issues
Extensive years experience working in a support environment
Strong UNIX/Windows
SYBASE/Oracle SQL
Networking and firewalls
Familiarity with software releases and batch monitoring
Knowledge of trading or clearing systems in Equity Derivative or Futures business unit
Futures E-trading experience
Futures Clearing experience
Software management and SDLC
Unix shell and/or Perl scripting
Previous Java/C programming experience
Experience of working with vendors, and operating "hybrid" support models in partnership with ASP providers

IT Manager, Support Resume Examples & Samples

Managing and hiring as necessary a staff of 8-12 employees and any contractors hired to provide global event readiness and 24x7 support to OU training events
Managing shift resourcing and roster to cover 21 weekly shifts
Coaching and mentoring employees on OU infrastructure ecosystem, processes to deliver event readiness, and event support
Co-owning SLAs and engaging in continual improvement activities to improve GIT’s service to OU
Effectively interacting with sub teams in all time zones to support a global implementation
Acting as an escalation point of contact for customer issues
Coordinating/directing downtime/outage events and restoration including post-event RCA and problem management as necessary
Providing input to change management and problem management activities
Participating and coordinating new functionality UAT from support team’s perspective
Leading key operational initiatives and contribute to OU’s strategic initiatives as needed
Providing status reports and key trend analysis to GIT and OU management
Proactively identifying and evaluating opportunities for improving efficiencies in resourcing area as well as for processes
Advising OU and GIT management on key issues and improvements to Global IT’s OU Support services
Engineering degree in Electronics / Computers / Electrical or equivalent
10+ years of experience with 5 years in management role
Experience in mission-critical support role with the ability to think strategically to assist in delivering the long term Oracle GIT OU Support team vision
Strong technical background in industry-standard infrastructure and application stacks
Influential, results-orientated individual with strong experience of operating effectively at Managerial level
Highly self-motivated and directed with keen attention to detail

Snr Manager, Support Engineering Resume Examples & Samples

Leadership, both people and technical, of direct and indirect Support and other engineering teams
Management of staff operational processes, systems, and budgets
Ownership and delivery of Amazon’s culture and finding ways to continuously enhance employee experience and engagement
Working directly with global AWS leaders across teams to ensure a high-quality customer experience
Leading customer communication during AWS critical events
Driving projects that improve support-related processes and our customers’ technical support experience
Ensuring the AWS Support product offering reflects the needs of the regional market
Engaging with regional AWS teams to drive AWS Support adoption and customer enablement
Providing career development opportunities for your team
Creating a fun environment in which people can thrive
Experience in leading operational teams in a senior position
A successful record of driving operational excellence and continual improvement in highly technical support environments
Deep understanding of what extraordinary customer service represents
Strong leadership skills to lead changes and critical issues in a highly dynamic environment
Strong customer facing skills, the ability to engage customers at the C-Level
Ability to perform and lead large teams under pressure
Track record providing inspirational leadership to large technical teams and leading leaders
Enjoy developing teams and creating a challenging and fun work environment
Degree in Information Technology, Computer Science, Computer or Electrical Engineering, or a related field
Experience with AWS service offerings
Master’s degree in Computer Science or Engineering related field and/or Business Administration

Incident Manager Support Resume Examples & Samples

Two years professional experience in incident management, practices and skills role
Working knowledge of IT Service Management tools
Broad technology understanding across Distributed Systems, Storage and Networks
Committed to results in a highly stressful environment
Build relationships both from a customer and technical point of view
ITIL Foundations certified

Incident Manager Support Resume Examples & Samples

Business / Account Reporting - Use SAW application to ensure proper management and account reports are generating
Ensuring SAW software is properly updated to allow for the most efficient reports and metrics to be generated
Helpdesk / Incident Support - Work alongside account helpdesk to ensure all incidents / problems are being tracked properly and the SAW system is meeting account needs
Strong written and verbal communication skills as position will require direct client interaction
Assist in the incident process to restore normal service operation as quickly as possible to minimize the impact to business operations
Ability to provide afterhours support of incidents when needed
Strong experience with Incident management processes and execution
ITIL v3 Foundation Certified
Ability to learn the account environment to suggest and / or aid in appropriate system changes

Senior Support Product Marketing Manager Support Offerings & Programs Resume Examples & Samples

Support Product Launch: Plan the launch of new support offerings and programs and manage the cross-organizational implementation of the plan
Develop support offering positioning and messaging that differentiates VMware in the market
Develop pricing and packaging for new support products and offerings
Sales enablement: Work with and communicate the value proposition of the support offerings and programs to the sales team and partners and develop the sales to support the selling process of the support offerings and programs
Development of internal and external web content for all support products, offerings, and programs
Represent VMWare in online communities, industry events, webinars, speaking opportunities and technology media
Market intelligence: be the expert on the industry, competition, trends, and customer buying preference to ensure VMware is the market leader
Help drive strategy and contribute to the marketing programs that drive demand for the support offerings and their adjacent products and services
Comfortable with ambiguity and interested in bringing clarity to new situations
Professional, ambitious, determined & results oriented mind set
Positive attitude, team oriented, self-starter who can work alone and in a collaborative manner
Comfortable working across all levels of the company and can influence senior leaders
77934BR

Apps Support Manager Resume Examples & Samples

Reactive Problem Management:- Getting involved immediately after service-impacting incidents and ensuring the root cause analysis is carried out in a structured and methodical way and that all remediation activities identified are completed in a timely manner, overall reducing the risk to the organisations technology systems
Proactive Problem Management:- Focusing on analysis and trends, creating proactive initiatives across the technology environments and teams to drive improvement initiatives which are results-driven for the ICG business
Chairing Post-Mortem Reviews (PMRs) for high profile sector businesses and writing Senior Executive problem reports to a high standard
Maintaining a work slate of proactive improvement initiatives that will be visible to senior managers in the region
Scrutiny of high priority and/or high risk Incidents, Problems and where applicable Changes
Carrying out Post Implementation Reviews (PIRs) of failed changes
Interface with key senior stakeholders from the following areas – Development, Production Support, Infrastructure, Incident, Release, Front Office and Change
On-going review of risk management strategies within the region with respect to Problem Management
Demonstrable continual process through KPI’s; and service improvement
Assist line management periodically with Audit and Problem governance metrics
Pro-active, can do approach; able to manage multiple priorities
Customer focused; Delivery first attitude
Excellent communication skills, at all levels
Broad technical experience / interest (App/ Infra)
ITIL Foundation Certified
Knowledge of Service Management / Problem Management
Demonstrable ability to multi-task and prioritize effectively
Strong analytic/diagnostic skills
Usage of commercial software, such as MS Word, Excel, Outlook, PowerPoint, Project and Vision
ITIL Intermediate: Service Operation
Experience dealing with requests from Auditors and Regulators
Previous role in Financial Services sector
Experience in using ‘Service Now,’ Service Management software

Manager Support Systems Resume Examples & Samples

A Bachelors degree or equivalent experience with a major or minor in Computer Science or related field
Minimum of eight years specialized experience in technical support or database languages
Technique for support systems design including a minimum of five years in project management
Knowledge of multiple platforms, and multiple network protocols

Business Manager Support Resume Examples & Samples

To maintain a deep understanding of customer teaching and learning support needs and market dynamics for designated parts of the portfolio through quantitative and qualitative research and analysis of the competitive environment
To lead development of the business strategy for free teaching and learning support that are part of our integrated proposition across free and paid-for and will ensure our customers implement our qualifications effectively
To work with colleagues (virtual sector qualification teams, Sales, Marketing, Customer Services) to provide best-in-class and improving customer experience for free teaching and learning support for designated parts of the portfolio, to ensure that the user base and usage grows
To product manage free teaching and learning support projects from planning through development to delivery and evaluation
To contribute to the growth strategy of our vocational and work-based learning portfolio and the continual improvement of how we do things as a department and as a wider business
Developing and maintaining segment, sector and market insight
Create and maintain an in-depth evidence base of tutor/centre teaching and learning needs and behaviours for designated products and services in each segment (e.g. schools and colleges) throughout the lifecycle by undertaking quantitative and qualitative research
Develop and maintain insight into how teaching and learning support can meet our customers’ core needs and improve Pearson’s ability to support them
Develop and maintain a deep understanding of competitors for designated services and/or market segments, tracking and anticipating their activity
Developing strategy and propositions, managing budgets, and forecasting
Create propositions that have clear USPs, have a good customer experience, are part of our integrated proposition across free and paid-for, are aligned to our qualifications strategy and meet financial targets agreed
Track, analyse and respond to competitor activity
Manage opex and capex budgets for allocated services and/or market segments
Contribute to the financial and strategic planning process, in particular KPIs, budgets and resource plans for allocated services
Work with colleagues across Pearson to win new business, in particular tenders that arise from apprenticeship and Sainsbury reforms that require teaching and learning support
Supporting customers through the lifecycle and improving customer experience
Monitor customer experience for designated products and services at regular points through the lifecycle (from customer satisfaction tracking and usage statistics to regular, in-depth qualitative insight)
Work with colleagues (e.g. virtual sector qualification teams, Sales, Marketing, Customer Services) to provide best-in-class and improving customer experience for designated products and services, to deliver consistently high satisfaction and retention levels, and to grow user bases and usage
Anticipate and meet customer needs better than our competitors, defining and briefing new free teaching and learning support throughout the lifecycle as part of a coherent, integrated proposition across free and paid-for
Briefing, developing and launching new products and services
For designated parts of the portfolio plan, commission and budget free, teaching and learning support that meets the evolving needs of customers and that delivers the approved strategy and propositions to the agreed quality, time and budget
Work with colleagues (Sector Managers in particular but also colleagues in VQA and the virtual sector qualification teams) to define requirements for designated parts of the portfolio for free teaching and learning support that are based on strong research and evidence bases and are aligned with our qualifications services strategy
Work with colleagues (i.e. Web Content Management, Customer Services, Marketing and Sales) to create and maintain good user experiences so customers can easily access support materials, feedback on them and sign up for regular updates
Ensure that free teaching and learning support is consistent with other parts of the integrated proposition, including professional development and assessment support
Ensure that customer-facing colleagues are fully aware of the free teaching and learning support on offer for designated products and services
Work with Sales and Marketing to devise and implement an effective data-driven campaign strategy and customer journey so that information generated from free teaching and learning support is used effectively as a key indicator in our qualifications campaigns
Leadership and people management
Work effectively in virtual teams with colleagues across Pearson to ensure a positive working culture, in support of Pearson UK and BTEC and Apprenticeships divisional strategies
Champion a ‘customer first’ culture across Pearson, ensuring that all decisions are made with reference to the needs of our customers and learners
Lead on departmental initiatives to deliver better service to our customers and learners, and drive growth
Mentor and manage staff as required
Share best practice with other Digital Product Managers
Virtual team and people leadership and management skills
Strategic thinking skills: the ability to think strategically, identify attractive market segments and key sources of competitive advantage, and to balance a strong commercial focus with regulatory and legal requirements, assessment reliability/validity and operational requirements to create solutions for customers that are practical and have competitive advantage
Creative thinking and customer empathy: the ability to articulate new propositions based on customer needs
Relationship building: in particular, with customers, employers, professional bodies, commercial partners, government agencies and within Pearson
Communication, networking and influencing externally and internally (in particular to work effectively with colleagues in Pearson across different sites and within a matrix structure)
Commercial and financial planning skills: the ability to plan and monitor revenue and profit
Organisational and project management skills
Qualified to degree level or equivalent
Experience and understanding of qualifications and the UK education market and environment (e.g. colleges, private training providers, employers, professional bodies)
Experience and understanding of a sector / sectors

Senior Manager, Support Engineering Resume Examples & Samples

12+ years of operational experience in software/hardware efficiecny and DevOps engineering, and supporting large scale engineering teams and driving operational overhead removal
Expertise in all aspects of Software and hardware Engineering, Quality, Program Management, Production, ware house and transportation operations, new site launches and Technical Support teams. vulnerability assessments, incident response, business continuity, disaster recovery, and a successful track record mitigating risks with solutions that are cost effective, compliant, flexible, and as transparent as possible
8+ years of business experience and proven ability to communicate with business minded senior leaders
Demonstrated experience with and success at being recognized and respected by the top leaders within the company as a technical operations expert who can easily and concisely articulate related issues and solutions as well as utilize data to illustrate success and opportunities for improvement
8+ years as a successful senior leader overseeing multiple international locations
Bachelor’s degree in Computer Science or a related engineering field
Result oriented leader that possesses a strong ability to influence and is comfortable working in a fast-paced and multi-tasking environment
Analytical leader that is a strong project manager and effective problem-solver with experience in action and results oriented management
Proven ability to work with and effectively persuade facility site leaders and senior managers across the globe. Experience at being a hands-on leader with the ability to demonstrate the effective use of established and leading edge technology, software, processes, critical information and data, as well as equipment and tools required to provide innovative solutions that either transform or significantly simplify operations
Provide direct mentoring of staff to improve knowledge and to facilitate future career growth and professional development
Experience with identifying and leveraging industry and internal best practices to continuously improve the systems, operations and investigation techniques
Experience with Scrum methodology
Master’s degree in Computer Science or a related engineering field

Manager, Support Readiness Resume Examples & Samples

Utilize knowledge of Support’s business processes and goals to align work processes, simplify Support engineer efforts on the job, streamline work flows of Support teams, and suggest new directions
Contributes to Team and Department level prioritization setting
Creates readiness/enablement plans for new Support processes for large-scale support organization rollout
Manage the Support process readiness deliverables globally), including timely course deliverables, email communications, and full lifecycle prioritizing product and program business-cases based on Sales and Services priorities
Contributes to new Support engineer onboarding experience and new hire training for all Support process related enablement and provides ongoing training for all new process enhancements & updates
Experienced presenting/facilitating workshops and managing a team of readiness specialists & trainers
Experienced in process improvement – demonstrated results in generating efficiencies in service delivery organizations through process alignment & improvement initiatives
Utilize expertise in processes & systems enhancements to contribute as a SME to Support & company-wide initiatives
Identify and lead department-wide strategic projects and initiatives, drive department-wide process and product improvements through collaboration with teams both inside and outside of Support. Responsible for gaining consensus and executing decision
Recruit, hire, train, and develop direct reports. Mentor junior members across broader department

District Support Manager Support Co-op Resume Examples & Samples

Directly support the Store Support Team by compiling information, collecting and maintaining database information, such as the issue resolution tracker
Interacting with the District Support Managers to support team initiatives and manage weekly deliverables such as Quick Wins
Partnering with Sr. Relationship Consultants to compile and create weekly presentations on behalf of senior leaders
Assist in the co-ordination of major marketing or store operational initiatives

Enterprise Support Manager Resume Examples & Samples

Minimum 5 years related experience; prior management experience required
3+ years of working experience with Salesforce report creation
Ability to lead a small team of 2-3 individuals to start
Applications developed on Windows ASP/NET
Oracle SQL packages/procedures
Internet facing web applications
Networking/communications
XML messaging

Oracle Enterprise Manager Support Specialist Resume Examples & Samples

Working with development on product improvement programs (testing, SRP, BETA programs etc) as required
Promotes the technical and professional development of others, i.e. mentoring others
Proactively contribute to increasing the teams efficiency by sharing knowledge, providing feedback about best practices, writing tools / utilities
Participate in weekend rotation and shifts
Understanding of Oracle Enterprise Manager features including 10g/11g Grid Control or 12c Cloud Control
In depth operating system knowledge (Unix, Linux and/or Windows)
Expert in Middleware products and technologies such as Weblogic or SOA
Storage management (EMC, Storagetek, ExaData, …)
Proven professional and technical experience
3+ years of experience in database, network, application server or system administrator role
Excellent verbal and written skills in English

Business Process Manager, Support Resume Examples & Samples

Understanding detailed current and future state processes and systems supported by Omnichannel Process and Systems that include but are not limited to
BA/BS degree preferred
5+ years retail experience
Experience with organizational change initiatives; or equivalent experience at the Buyer or Planner level with exposure to supporting systems implementations by serving as a subject matter expert
Proficient with Excel & Word
Ideal candidate will have familiarity with one or more of the following retail merchandising processes and systems
Ability to relate to merchants, resulting in establishing credibility & trust
Confidence in interacting with executives
Detail oriented, with a focus on tactical execution
Solutions orientation
Ability to learn and grasp new concepts quickly

Service Manager Support Resume Examples & Samples

The role of the Service Manager Support is to manage, govern and improve the relevant processes and ensure colleagues and 3rd party vendors are clearly aligned to the Service Management framework i.e. understand what part they play and what is expected of them
As Service Manager Support you will be reporting to the Manager Workplace and Support, your role will include a functional (dotted) line management towards the Lead Service manager within the IT Infrastructure Solutions
As a Service Manager Support you will work closely with numerous support teams including 3rd party suppliers to ensure optimum service performance, conduct service reviews and own/deliver Service Improvement actions
You need to build relationships with assigned business stakeholders to ensure clear and regular communication is provided, therefore your work closely with the Development team is to understand the roadmap, and be the single point of contact for service related queries and activities in relation to any future functional enhancements
You will serve as subject matter expert for one or more of the core ITIL processes including Incident, Problem, Change, and Service Improvement. You will for critical incidents, conduct Major Incident Reviews, where necessary, to ensure root cause is understood, documented, and lessons are learned
Bachelor of Engineering with 7 years or more industry experience
You as Service Support manager will be part of the IT Infrastructure team, were conceptual IT infrastructure Knowledge is a pre, but you have basic IT Infrastructure knowledge to understand the impact for the customers
Proven experience in a Service Management role
Solid experience of operating within an ITIL Incident/Problem/Change aligned 24*7 environment
Flexible in terms of day to day responsibilities, with a can-do attitude
Experience at working both independently and in a team-oriented, collaborative environment
Quality driven and decision taking personality
High degree analytical skills to be able to assess the impact of planned changes & unplanned incidents on different business systems

Manager, Support Delivery Resume Examples & Samples

Customer Satisfaction: Customer support is a strategic differentiator for Palo Alto Networks- helping drive customer loyalty, reference ability and repeat business. You will be measured by your ability to achieve the customer satisfaction goals and Premium Plus renewal success
Performance Management: Ensure that team managers, leads and engineers have the resources, cross-functional relationships, and processes necessary to ensure success and sustained performance through release cycles
Premium Plus Support Delivery – Manage the day-to-day delivery of technical customer support to Palo Alto Networks Premium Plus customers
Manage team schedules, phone, and web queues for incoming calls. Manage team to operational metrics targets to drive customer satisfaction. Perform case audits to ensure case handling meets quality standards
Collaborate with Technical Account Mangers and Proactive Service leadership to ensure DE operations are in line with Premium Plus goals
Training and Mentoring: Directly provide and otherwise ensure appropriate technical and soft skills training and mentoring
Establish Goals & Objectives: Set team goals in-line with overall organizational goals. Also, set specific goals for direct reports
Perform annual reviews for all direct reports; set quarterly SMART goals and provide regular feedback on performance
10+ years’ experience in enterprise support and service delivery preferred
Prior management experience
Technical experience in the Network Security Industry
Experience as a network administrator (or equivalent) in an NT or Unix environment
Background in internetworking, LAN, and WAN technologies

Service Availability Manager, Support Center Resume Examples & Samples

7 years’ experience supporting Enterprise IT Services
5 years in leadership role within an IT shared services organization
3-5 years’ experience working within an ITIL framework or Six Sigma organization
3-5 years of people management experience
Ability to work under pressure, meet internal and external work schedules and or deadlines and show effective time and crisis management skills
Attentiveness to detail
Demonstrated proactive problem-solving and decision making skills
Strong strategic and creative thinking ability
Proven team player with the ability to mentor, guide, and influence cross-functional teams
Ability to develop clear and concise thoughts into proposals, recommendations, and findings
Experience with ServiceNow, HipChat, Slack, Yammer
Experience with Avaya Contact Center solutions
Bachelor’s Degree in an Engineering, Technology or Business area

Manager, Support Readiness Resume Examples & Samples

Utilize knowledge of Support’s business processes and goals, to suggest new directions. Contribute to Team and Department level prioritization setting
Manage a team of instructional designers and trainers
Identify and lead department-wide strategic projects and initiatives, drive department-wide instructional design process and product improvements through collaboration with teams both inside and outside of Support. Responsible for gaining consensus and executing decision
Leads the planning phase of content development, including: drafting and finalizing project plans in alignment with Support Readiness strategy and management team, organizing and conducting/facilitating project meetings and reviewing the planning efforts of others and providing effective coaching and feedback
Leads the instructional design team during the research, analysis and design of content, including: coordinating with Support Readiness managers to determine the most efficient instructional strategies, developing measurable objectives, and designing course & curriculum structure
Leads the development and release of content including: Writing content, interviewing SMEs and documenting information accurately, applying style guidelines, submitting drafts to peers and SMEs for review and incorporating feedback while coordinating efforts to establish and refine departmental process and standards as needed
Lead others in collaboration activities during all phases of development, including working with senior members of: Support leadership, Engineering, Product Management, Education, SMEs, & Stakeholders
Leads and directs the development effort of Support Readiness Specialists & Instructional Designers by acting as the lead on a multi-project basis, defining project scope and effort as needed, working with management to define schedules and assignments, and coordinating the efforts of others
Leads others through
Maintains, updates and enhances current project tools and templates, as well as guides and influences the direction of other team members to identify and implement improvements to processes and products
3-5 years leadership/management experience
3-5 years’ experience with e-learning development and proficiency with course authoring tools and e-learning development workflows
Expertise managing a team responsible for designing & developing e-learning, as well as instructor-led training. Experience in setting organizational readiness strategy aligned with business goals
Experience driving a team (directly) to achieve specific business results, including managing projects that extend beyond direct team/functional area
Defines a unique team culture that is meaningful to accomplishing the goals of WW Support Readiness
Demonstrated ability to influence department-wide decisions/thought through strategic recommendations and detailed business cases
Demonstrates repeated good judgment regarding decision-making authority within appropriate parameters and getting input for larger scale decisions
Expertise in presenting to wide ranging audiences (including internal stakeholders, Webinars, trainings, customer visits, trade shows and industry events) on broad range topics occasionally outside of direct functional area or responsibilities
Master’s degree (Instructional Design, Professional/Technical Communications, Computer Science, English, or Education preferred)
Typically requires a minimum of 10 years of work experience
Demonstrated proficiency in general adult learning theory (i.e. instructional design, course & curriculum management, new hire onboarding)
Seasoned at presenting to wide ranging audiences, including internal and external. Experienced presenting to executive leadership teams
Seasoned in building business cases establishing metrics for tracking impact and performance

Apps Support Manager Resume Examples & Samples

Project management of ICG Production Support Reporting function – Maintaining, running and publishing consolidated Book of work
Service Delivery: Maintain a high level of good practice within the team so that all tasks and responsibilities are completed accurately and effectively
Client and stakeholder Management - Manage and maintain relationships up to a Senior Executive level; effective and accurate delivery to stakeholders; Regular clear and transparent communication
Function Improvements - Consider and build upon opportunities to grow and further the function beyond current remit
Experience in an Operational or Customer Management role in a technology-oriented enterprise environment
QlikView, MIS, SQL, Oracle, SQL Server, Automation, Presentation skills
Operational experience at a regional level in a complex/matrix organisation
A general understanding of the IT environment and related technology applications
Successful experience managing the product life cycle, developing programs and frameworks required for the design of metrics, analytical tools, reporting for the identification of best practices – Knowledge of ITIL best practices preferred; Prior experience of QlikView advantageous
Prior experience in financial services preferred; Prior experience in applications development advantageous
Role will require a proven ability to develop and manage relationships at all levels; demonstrated ability to coach and influence leadership in decision making; successful experience evaluating processes and standards from a strategic perspective; and effective people management

Manager, Support Process Resume Examples & Samples

Manage a Workday Process Operations Support team, hire and retain the best process support people in the industry, and plan for future business needs. The team’s responsibilities include
Five plus years managing a department in a software company
Eight or more years of experience in a customer services role (consulting, services, support, account management)
Five or more years of experience with Salesforce.com
Proven ability to collaborate and build strong relationships with internal and external customers
Proven ability to engage across corporate functions (Services, Product Management, Development, IT, Operations)
Ability to generate a sense of urgency and rally appropriate resources
Highly organized and self-motivated in a team environment
Ability to provide high quality verbal and written communication
Well developed listening and documentation skills
High level of initiative and integrity
Strong organizational, presentation, meeting, and communication skills
Proven ability to mentor, coach and lead a team to success
Bachelor degree required, at a minimum. Business or technical degree preferred
LI-DC2

Delivery Manager Support Resume Examples & Samples

Collaborate with a team of Hiring and Onboarding Specialists (Recruitment, Global Mobility, and Processing) to track and monitor progress, specific projects and escalate items to the Delivery Manager
Assist in the planning and execution of outreach, hiring events, job fairs, trade events, employee referral programs and advertising campaigns
Collaborate with Hiring Managers, HR Business Partners and HOB process owners to ensure compliant and timeous process outcomes for all hiring for Full-Time Regular, International Assignee and Rotators positions in line with business priorities
Drive hiring manager and candidate satisfaction, by delivering quality candidates in a timely manner Resolve issues and items that hinder the team’s ability to deliver customer-centric processes to agreed timelines
Review performance metrics to address continuous process improvement
Knowledge of Global Mobility and the Reward Structure
Uses approved processes and systems to deliver the required hiring and onboarding process
Uses business acumen to underpin resourcing and cost management suggestions
Understands and works effectively within a matrix structure
Recognizes what is acceptable and not acceptable within the organization, including decision authority and compliance requirements
Understanding of the BHI business purpose and business strategy, and the methods of translating headcount plans into actionable resourcing plans
Knowledge of talent attraction, assessment and offer management processes underpinned by specific market data
Vendor management, including monitoring performance for cost and service-level agreements
Up to 20% Travel – Domestic
6+ years HR and staffing experience
Excellent English skills, both oral and written
Knowledge of Affirmative Action /EEO
Demonstrated ability to understand and anticipate customer needs and act with urgency on these
Demonstrated ability to drive processes, with minimal supervision, to the satisfaction of the customer

Category Manager Support Make-up Resume Examples & Samples

Define and adapt a category vision and business. The channel strategy should be defined to fit the needs and specificities of the Norwegian market
Drive the Make-Up category growth and realize our sales, profit and market share targets
Develop the operational category activation plan for your category in close cooperation with the commercial team
Collect and analyze shopper and market insights and competitive strategies to define and build the optimal go-to-market strategy
Develop communication materials
Mobilize and collaborate with both internal departments and external partner agencies in order to deliver in-market executions on-time
Daily operations and routine tasks related to your category / brands
Strengthen our brands, build local love brands
Ambitious and interest in a steep learning curve
Quick learner, structured, and possess high work load capacity
Pro-active, take initiative, and enjoy building internal and external relationships
Fluent in Norwegian and English, both spoken and in writing
High level of MS Office knowledge (Excel and PowerPoint)

Enterprise Support Manager Resume Examples & Samples

Manage, mentor, and coach team members
Provide career development planning and guidance
Meet 1-1 with team members on a regular basis
Hire, onboard, and train new team members
Maintain cross-team communication between Support, Engineering, and Sales
Work with the Enterprise Support Director on the development and execution of team strategy
Work with Enterprise Support managers/teams to foster cross-team collaboration
Facilitate the implementation of new processes to improve customer support
Promote and build upon the unique collaborative culture of Enterprise Support
Handle and follow-up on customer escalations
Collect and analyze support metrics to drive improvements
Legal working authorization in Australia
Currently residing in the Australia
Experience leading a globally distributed team
Experience in technical support
Experience with personnel hiring
At least 2-3 years of experience working with and troubleshooting Linux servers
Ability to look through and understand code (Ruby / Bash)
Enthusiasm for working directly with customers
Passionate about creating and fostering good support practices
Strong empathy for GitHub users and GitHub Support
Scaled a quickly growing support team
Experience working and managing remotely
Knowledge of Git and GitHub
Please note that benefits vary by country, if you have any questions, please don't hesitate to ask your Recruiter!

SAP Solution Manager Support Engineer Resume Examples & Samples

Application Operations: System, Database & Host Monitoring, End User Experience Monitoring, Technical Administration and Guided Procedures, Integration Monitoring, Root Cause Analysis & Exception Management, Business Intelligence & Job Monitoring, Infrastructure & Architecture, Technical Analytics & Dashboards
Business Process Operations: Business Process and Interface Monitoring, Business Process Improvement, Data Consistency Management, Job Scheduling Management
3rd party Central Alerting tools and Incident Management tools like Service Now, HP SM, BMC Remedy, IBM Tivoli, Nagios, MS SCOM

Manager, Support Delivery Resume Examples & Samples

Manage daily operations of a team of Technical Support Engineers in line with the organizational goals and objectives
Performance Management: Ensure that engineers have the resources and processes necessary to ensure success and sustained performance through release cycles. Mature and experienced guidance and direction to the team to deliver on organizational goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition. Responsibility for the team to meet organizational goals such as response time and resolve time goals
Training and Mentoring: Directly provide and otherwise ensure appropriate technical and soft skills training and mentoring. Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels. Ensure that consistent and standard on-boarding training programs are used and delivered effectively
Propagate Goals & Objectives: Set team goals in-line with overall organizational goals. Also set specific goals for direct reports
Perform annual reviews of all direct reports; set quarterly SMART goals and provide regular feedback on performance with respect to agreed upon goals
Customer Escalation Management, triage, prioritize issues, negotiate customer priorities and manage expectations
Build strong relationships with sales, customers and partners,
5+ years experience in enterprise support and service delivery preferred

Inside Account Manager, Support Resume Examples & Samples

Provides sales support and with greater account responsibility in an assigned territory/account
Conducts field visits
Consistently maintains a 6- month rolling pipeline and meets Inside Sales Rep led goals set by segment management
With little supervision, proactively contacts customers and sells products, and services
Completes lead follow-up within assigned area of responsibility
Establishes professional working relationships with the client and seeks out new opportunities in account
Two year university degree preferred or equivalent experience
Typically 4-6 years of selling or IT experience
Exhibits knowledge of HP Global processes and how to manage business across regions
Demonstrates ability to mentor peers
Exhibits thorough knowledge of HP portfolio, observed via customer interaction, test scores, and limited reliance on SAs, pre- sales, or internal resources to discuss products or solutions with our customers
Demonstrates performance with increased year-over- year attach rates
Solid customer negotiation skills

Inside Account Manager, Support Resume Examples & Samples

Provides sales support and with greater account responsibility on more complex engagements in an assigned territory/account
Consistently maintains a 6-month rolling pipeline and meets Inside Sales Rep led goals set by segment management
Proactively contacts customers and sells products and services transactionally
Completes lead follow-up with assigned area of responsibility
Establishes a professional working relationship with client , and through understanding more of the customer's business, seeks out new opportunities
Typically 6-8 years of combined IT and selling experience
Cleary articulates HP Value propositions and solution discussions with customers
Demonstrates ability to take on more complex accounts and direct and global engagements

100

Enterprise Support Manager Resume Examples & Samples

Lead a team that fields and resolves support inquiries from Enterprise customers; engaging the worldwide support engineering team as required
Manage team and individual performance, providing regular reviews and guidance to the team
Ensure TAM's are providing detailed reviews of service disruptions, metrics, detailed prelaunch planning
Champion and advocate for customer requirements within AWS (be their voice)
Work with some of the leading technologists around the world
Work directly with Amazon Web Service engineers and AWS service teams to ensure that customer issues are resolved as expediently as possible
Available outside of business hours to manage urgent issues
The right person will have a track record of leading highly technical, analytical, and service delivery professionals
Have strong experience in improving capability and efficiency of technical teams
Previous customer facing experience with strong executive presence
Candidates must have excellent oral and written communication skills in Japanese and strong writing/reading skills in English
Strong customer focus and bias for action; and ability to work with remote teams
Experience with AWS service offerings
Experience working directly with Enterprise customers
Demonstrated technical expertise in areas such as - Ability to manage multiple tasks and projects in a fast-moving environment
Experience working within the software development or Internet industries is highly desired
Technical degree required; Computer Science or Math background highly desired; working knowledge of software development practices and technologies highly desired
For more information on Amazon Web Services, please visit AMAZON Web Services**

101

Account Manager, Support Resume Examples & Samples

Provide ongoing account management to a set of named accounts.This includes being a primary contact for questions and special requests, managing critical situations including oversight of critical support issues, point of escalation for customer concerns, and pro-active communication of customer specific Verint information
Host monthly meetings (or more frequent meetings if agreed upon with customer) to review Support cases, review monthly support metrics and other topics deemed important for the customer
Provide each customer a monthly status report
Ensure that critical support cases have defined action plans and the customer clearly understands the plan and the agreed upon timelines
Tactically manage and strategically position both company and customer to drive the optimal balance of Verint goals and customer advocacy
Proactively make recommendations to reduce the risk/impact of potential problems
Assist the Account Executive (AE) and the Professional Services Director (PSD) by providing monthly status reports and by ensuring the AE and PSD are aware of all critical situations for assigned accounts
Work with Support leadership on any identified process changes that would improve overall customer satisfaction for Verint customers
Liaison with other functional areas as needed to address customer needs or requests
Conduct at least one face to face customer meeting each year
Achieve high customer satisfaction ratings from surveys delivered to assigned accounts
Maintain and expand working knowledge of Verint solutions

102

Project Manager Support Resume Examples & Samples

Support the Global Delivery lead with the global End to End delivery of the CRS Classifications
Prepare reports and presentations for Steering Committees
Identify and coordinate overlaps and interdependencies
Managing and achieving project goals in agreed timelines
Managing scope and mitigating risk across the delivery
Identify daily issues and ensure timely decision-making and resolution
Support the Global Delivery Lead in the Lead to Revenue process: lead generation, pipeline management and on-boarding - Monitor costs spent against budget
Ensure set up of tracking tool, manage and monitor progress of the global delivery of CRS
Liaise with the different regional and local contacts to ensure overall progress
Set up detailed process and work instructions, enhance with process improvements
Inform the team about any changes, and guide both the central team and local offices during the delivery
Participates in the development and preparation of short-term and long-term plans and budgets, based on TMF vision, mission and objectives
Meeting business goals and responding well to change

103

Manager, Support Engineering Resume Examples & Samples

BS, MS, or PhD in computer science or equivalent
5+ years experience developing software
Focus on clean high-quality code and solid designs
A talent for design and algorithms
Experience with C/C++/Java, Linux/Unix
Experience working with service oriented architectures and web based solutions
Experience working with middleware and ui related technologies
Experience working with distributed large scale systems

104

Manager, Support Programs Resume Examples & Samples

5 years management experience - leading and developing teams of high performing, technically minded individuals
Experience managing projects or programs, including large, cross-functional contact center or support initiatives, preferably with an emphasis on technology solutions
Extensive knowledge of the AppleCare Contact Center tools and processes is a plus
Knowledge of Apple Support customer experiences
Excellent written and verbal communication skills with experience presenting to varied audiences
Ability to maintain and develop relationships within the cross-functional teams
Strong analytical and organizational skills necessary
Proficient knowledge of the system development life-cycles

105

Account Manager Support Specialist Resume Examples & Samples

Effectively manage proactive CAHPS audit process for the Mid-market team and coordinating appropriate client email notifications
Assist in the implementation of new clients and/or services for existing accounts as needed
Running and editing of manual reports for clients (response rate reports, chklogs, db2 commands, etc.) and for internal use to assess on-going stabilization of client surveying and receivables
Serve as the 2nd set of eyes for manual processes conducted by the AM
Assist with process improvement relating to quality issues that are discovered. Utilization of the Quality Management System (QMS) to track all issues, report on the follow-through and communication of such, and report trends of frequent issues and/or high-risk areas
2-4 years of experience

106

Program Manager, Support Ops Resume Examples & Samples

Has a background in quantitative decision making, ability to drive business metrics, demonstrated ability in adopting different tools and resources
Has experience with setting up & managing technical ticket based operations for L2/L3 support
Has had experience with SLA & Quality measurement of operational processes of technical (IT/ITES) businesses
6 yrs work experience with at least 2 yrs of people management exp
Has experience managing critical operational processes
Strong analytical, mediation and problem resolution skills
Track record of employee development (including an emphasis on selection and retention)
Demonstrated leadership skills with a bias towards action, supporting a culture of ownership and learning
Skilled in collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams
Exposure to HTML, XML, RegEX, XPATH, Application monitoring will be an added advantage
Has the ability to solve operational issues using technology and exposure to working with technology teams
Certification in process excellence (PMI, ITIL, Lean, Six Sigma)

107

Project Manager Support Globalization Resume Examples & Samples

Develop a harmonized Global Support Structure
Develop and automate measurement of KPI’s
Develop and implement Global Customer records database
Drive implementation of follow the sun support
Drive implementation of one Global Ascom Helpdesk
Drive ITIL implementation within Services
5-10 years’ experience in Services / Project Management
Bachelors / Master’s degree within Project Management or similar
Strong change management skills with hands-on experience in implementing and establishing successful changes
Experience in designing, implementing and maintaining Global Customer Support services and tools for complex business-to-business products and applications
Knowledge of services for solutions and system integration in the medical device market and network business including relevant companies
Knowledge of FDA, MDDS & MD regulatory processes and requirements
Ability to understand Ascom’s strategy, business and industry at large
Ability to understand the Ascom’s Service portfolio
Ability to quickly build and enrich relationships with peers across functions at all levels of an organization
Senior level, polished skills in presentation
Fluent in English, oral and written is a must; Swedish, French and German are an asset

108

Senior Product Manager Support Platform Resume Examples & Samples

Define product vision and roadmap for online customer support experiences, including use of ML and AI to provide modern and scalable experiences
Validate product vision through combination of qualitative user research, quantitative user research, and analysis of market trends and competitive gaps
Develop product requirements based on input from partners across the business (e.g., executives, customer support agents, service delivery managers, other product teams), integrate requirements into the roadmap and provide accurate timelines and status back to collaborators
Work jointly with customer care, self-service, community, and social teams to establish a seamless experience for our customers across all channels
Partner with Information Technology (IT) and engineering teams to coordinate development, implementation, and roll-out of new customer experiences, channel tools, and agent tools
Communicate short, medium, and long term product vision in a way that informs the target architecture
Advocate for support agents experience and end customer experience, enabled by Adobe’s CRM capabilities. Anticipate agents and customers’ needs
Develop metrics, systems, and processes to measure the effectiveness of the experiences we’re delivering, and be able to analyze opportunities for further optimization

109

Manager, Support Engineering Resume Examples & Samples

Lead a team of ~15 highly talented Dev Ops engineers responsible for managing all aspects of mission-critical systems
Drive process and service improvements, and improve day-to-day operational efficiency
Participate in incident management to resolve outages and communicate with a global audience and participate in calls resolving outage
Develop and maintain a culture of innovation and operational efficiency in the team
Hiring, growing and retaining a Dev Ops engineering team keeping up with the high Amazon bar. This leader will be responsible for continuing to build an extremely high caliber team
3+ years’ experience managing a support organization for a large, complex suite of integrated products (commercial or internal)
Bachelor’s degree in CS, Electrical Engineering, or Mathematics, or a related field of study, plus
Candidates with experience in managing large scale highly available distributed system
Understanding and experience working with UNIX/Linux fundamentals, Databases, Java, JavaScript
Excellent verbal and written communication skills with the ability to bridge between teams of varying technical expertise
Excellent analytical and quantitative skills

110

Project Manager Support Resume Examples & Samples

1) Self-starter, proactive with effective communication skills
2) Strong organizational skills and ability to prioritize and handle multiple projects and activities simultaneously
3) Proficiency with standard analytical and business software such as Word, PowerPoint, Access & Excel
4) Extensive problem solving skills
5) Proven program management skills
6) Experience and involvement with industry organizations such as PMI, CII, IPA and CURT is preferred
7) Experience in power or industrial projects or construction is required such as contract administration, estimating, site coordination, or project management
8) Bachelor's degree in Engineering, Business, or Construction is required; PMP certification is preferred
Develop and sustain continuous improvement to the project delivery process through feedback and evaluation
Lead training sessions both one-on-one and for large groups
Facilitate project readiness reviews (CII tool) and risk assessments for project teams
Coordinate estimate challenges between project teams, stakeholders, and internal estimating
Assist project managers in preparations for gate reviews to the project review board
Support the project review board by facilitating meetings, coordinating project delivery deviation requests, and tracking action items
Solid multi-tasking, time management and critical thinking skills
Emerging leadership skills in an engineering environment
Strong communication skills, both verbal and written are required
Must be flexible, adapting easily to changing priorities

111

Account Manager Support Resume Examples & Samples

Complete work effectively and efficiently on time
Problem solver that takes own initiative
Deliver reports and statistics
Well-spoken and good communication skills
Ability to see all angles, internal as well as external
Trustworthy with clients/coworkers
Works effectively with peers, clients and other team members
Contributes to team success
Salesforce or CRM system is preferred but not essential
Swedish and English written as well as spoken

112

Case Manager, / Support Coordinator Resume Examples & Samples

Provides case management and related services for specified client populations with intellectual and developmental disabilities
Completes initial and periodic assessments of specified groups for planning, needs areas, and eligibility for services
Develops service plans based on assessments and in collaboration with individuals and/or families
Provides client linkage to, coordination, and monitoring of services; identifies and accesses resources to meet needs and assists clients in procuring and maintaining resources and entitlements; may also provide client advocacy to provide needed resources or services, while empowering them to be as independent as possible
Follows up at specified intervals to assess ongoing eligibility for services, progress toward meeting service plan outcomes, and client and/or family satisfaction
Prepares and maintains documentation in compliance with agency, state, and federal guidelines and regulations; complies with privacy and reporting requirements
Complies with applicable local, state, and federal regulations for provision of information and reporting abuse and policy violations
Performs related work as assigned
Bachelor's degree in a human services field, or equivalent combination of training and experience
Experience in a human services field related to the area of assignment, to include work in case management. Some assignments also require specific experience working with various types of client populations
At least 1 year preferred experience in support coordination and working with a co-occuring population (ID/MH/SA)

113

Advertising Claim Support Manager Resume Examples & Samples

5+ years of Advertising, Marketing, Regulatory, and/or Research & Development experience
Knowledge of EPA, FDA and FTC guidelines and regulations
Microsoft Office/Suite proficient (Excel, Word, PowerPoint, Outlook, etc.)

114

Manager, Support Engineering Resume Examples & Samples

Directly responsible for Amazon's stellar uptime record, and are the owners of the end-to-end performance and reliability of Amazon's customer-facing services
Accountable for ensuring Amazon users can always reach and use all of the services under your team's support
Track record of simplifying, operational excellence, and a focus on metrics and automation
Lead a team of support engineers providing operations support to Amazon's systems and running highly visible operational projects, with regards to deploying live end-user systems and mission critical services
Excellent listening, writing and technical communication skills are essential for interaction with senior management on status, risks and emergent issues
Technical competence and strong academic record. BE/BS in Computer Science preferred
Extensive relevant hands-on technical & management experience of support/operations teams and skills - troubleshoot, debug, evaluate, and resolve software issues
Experience in managing support/operations teams
Knowledge of UNIX shell, Perl, PL/SQL, Databases, Tools, C++, Java
Strong results orientation

115

SLS Critical Systems Project Manager Support Resume Examples & Samples

Perform quality work within deadlines with or without direct supervision
Interact professionally with other employees, customers, and suppliers
Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
Comply with all applicable safety- and health-related rules, regulations, and procedures
Work safely themselves and help their teammates work safely
Assist supervisors and managers in identifying and mitigating potentially hazardous conditions; and
Help the organization maintain a safe and healthy workplace
Executes maintenance project objectives, installation schedules, and purchase requirements necessary to complete assigned tasks and projects
Provides coordination of troubleshooting and maintenance activities, and provides
4 year technical degree required; engineering degree in Electrical or Mechanical Engineering preferred
5 years of production or processing experience preferred
Facilities maintenance experience preferred
Demonstrated ability to manage and supervise multiple projects
Good Communication skills
Ability to pay close attention to detail
Ability to make independent decisions under management policies and direction
Ability to work with computers
Ability to interface with various levels of personnel in a multi-cultural, team- oriented environment

116

Project Manager Support / Process Specialist Resume Examples & Samples

Project management of minor enhancements in client environments in Czech as stated in running contracts and amendments
Resource responsible preparation of materials, answers and completing of IBM audits as DSP, KCO, SOX testing, business controls, GBS resp. AMS audits, etc
Calls and innovative activities of IBM internal audits and individually implement them on the whole STC account
Management of claim of T&M subcos on the whole SP CSS account, document management on SP CSS account
Management of NDAs, SOD, onboarding, offboarding, accesses - environments and access cards to client locations and VPNs etc., IPWC (storage of project artefacts for the whole SP CSS account)
Supporting Project Manager in IBM processes (include RESO and REO processes)
Autonomy and good prioritizing skills

117

Lending Support Manager Resume Examples & Samples

Retain and deepen customer relationships through quality needs-based conversations to explore customers' financial needs and goals
Provide professional financial advice
Take ownership for seamless service
Work effectively with team members in our branch networks and customer contact centres

118

Terminal Manager Support Engineer Resume Examples & Samples

Work directly with customers and Emerson Technology to provide solutions for Syncade applications
Troubleshoot and develop technical solutions for customer issues related to software, hardware set up, and configuration
Develop workaround solutions for issues related to software errors
Deploy solutions on live systems critical to customer business operations
Diagnose and troubleshoot customer issues on live production environments
Provide input to Technology on the requirements of future engineering tools, based on investigation of field issues
Document Software Bugs for Technology
Deliver Training to other Engineers or/and customers
Provide Support to Project Team as needed
3-6 years of relevant work experience, process industry experience preferred
Experience with Microsoft Office tools
Demonstrable organizational skills with experience in written technical communications
Proficient in working with Microsoft technologies
Provide examples of problem solving and communication skills
System administration/support experience in Word Platform 2003/XP/Windows 7/Vista
Experience in the bulk terminal distribution of liquid gasoline/chemical products a definite plus
Proficient with Microsoft Windows 7, Server 2008 and upwards OS
Experience in C++, CSharp, VBasic, software languages
Efficient in using MS Word, Excel, MS projects, Visio
Experience using a RDBMS (SQL, triggers, stored procedures) Microsoft SQL 2008 is preferred and Crystal Reports
Basic hardware knowledge about equipment connectivity, such as serial (RS-232, RS-485) and network (Ethernet) type; configuration knowledge is desirable. (correction, removed Modbus)
Have some DeltaV (DCS) system knowledge and Plantweb architecture is also desirable

119

Cisco IPT Call Manager Support Specialists Resume Examples & Samples

Perform changes in a lab environment prior to implementing in production environment
Assist onsite service technicians with installation and testing of hardware (phones, video endpoints, gateways)
Perform necessary software/firmware upgrades on IPT infrastructure as needed

120

Cisco Ip Telephony Call Manager Support Specialist Resume Examples & Samples

Work closely with site services group to identify IPT needs and assist with technical details for project proposals
Document changes, standard operation procedures, and assist lower level support with incident troubleshooting
General work environment – sitting for long periods, standing, walking, typing. Work is conducted indoors with varying environmental conditions such as fluorescent lighting and air conditioning

121

Enterprise Support Manager Resume Examples & Samples

A background in enterprise software solutions with large and complex end-user communities
A B.S in business, information systems, engineering, computer science, or equivalent
7+ years of cumulative experience in software, professional services, software development, support, and customer facing roles
A minimum of 3+ years in support focused roles is required
Management experience leading teams for 4+ years with at least 8 direct reports
Demonstrated ability in which you have focused on team coaching, skills uplifting, SOP improvements, delivery quality, visibility, analytics and developing inbound resource channels from non-senior roles
A passion for developing, implementing and executing on organizational strategy
A keen focus on the task at hand with an ability to prioritize multiple requests while assessing customer exposure and risk
Strong judgment, decision-making, drive and insightful analytic skills
Process oriented with flexibility to know when the process needs to change or evolve
Exceptional soft skills for coaching opportunities with the team as well as both internal an external communications via phone, video conferences, presentations, and published blogs
Strong personal initiative and an internal temperature gauge for urgency will also be important to demonstrate
Experience with JIRA, Confluence, and/or Bitbucket Server

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How to Make
a Resume

50 Best
Resume Tips

200+ Action
Words to Use

Internship
Resume