US-PA: Wayne-Application Support and Services Manager
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Job Title: Application Support and Services Manager
Job Location: PA: Wayne
Pay Rate: Open
Job Length: full time
Start Date: 2008-04-05
Company Name: SunGard Availability Services
Contact: Human Resources
Phone: email only
Fax: Apply at web site
Description: Travel: Min-10% / Max-50%
The Manager of Application Support and Service is responsible for all activities relating to the Application Software product offerings. These activities include the personnel management and personal growth for the Specialists; the delivery of superior support to our customers through superior knowledge of the product. Manage the lab environment for the application team servers. This role is responsible for direct customer contact and is the front line for customer perception of SunGard. The Manager will be expected to develop and maintain Standard Operating Procedures and research new technologies. Multi-location management is required for the geographically disperse Application Software Specialists.
Customer Support and Services:
• Ensure the 7 X 24 X 365 delivery of support for the application software product offerings
• Ensure the pro-active and re-active timely and quality responses to all customers’ issues. Escalate problems as needed for resolution
• Ensure that all contacts to the support desk are opened, and monitored, and ensure appropriate metrics are managed such as Time-to-Close and Elapsed-Days-Since-Touch
• Ensure resolution of customers problems and answers to all questions concerning the applications
• Provide on-site support as needed for problem resolution or service delivery.
• Participate in all support functions
• Keep management informed of necessary issues.
Department Functions:
• Oversee and participate in the 7 X 24 X 365 delivery of support services through the all support channels such as telephone, email, web and onsite.
• Developing and maintaining required Operating Procedures
• Use appropriate business tools
• Assign duties and tasks for day-to-day activities and ensure quality and timely workmanship
• Manage the lab for the application technology environment
Customer Satisfaction and Retention:
• Monitor customer satisfaction to ensure a high level of customer retention
• Manage the formal escalation process and act as a point of escalation for unresolved issues to provide the appropriate level of support for each customer
• Manage staff responses to ensure quality work and customer satisfaction
Technology Projects:
• Be knowledgeable of the Application Software architectures as well as have an understanding of the SunGard environment, infrastructure and systems as well as understand the organization that supports the infrastructure.
• Explore new technical innovations to ensure the Application Software maintains a state of the art application support environment. This includes research for industry standard technology hardware and software, processes, policies and procedures. Provide recommendation changes that will enhance the current application, systems or processes and support the overall goals of the company and department
• Ensure the integrity of the written software manuals as it pertains to the application
• Manage Vendor relationships required to deliver all services.
• Maintaining up to date technical knowledge and assisting with the technical knowledge requirements of the department
Management duties and Staff Development & Growth:
• Prepare required management reports
• Create environment that will encourage personal growth
• Provide leadership, coaching and training
• Create career-path opportunities
• Hire and maintain quality staff members
• Write and deliver employee reviews
Knowledge and Skill Requirements:
Educational Requirements:
• College Degree preferred but will consider applicants with equivalent work-related experience with a minimum educational requirement of a H.S. Diploma or GED equivalent.
• Degree in computer science, information technology or engineering or equivalent work experience required. Advanced degree preferred
• Certification in up to date technology field preferred. Desired certifications include: MCSA, MCSE, MCDBA, HDI certificate, ITIL certificate
Business and Technical Experience:
• Management or Supervisory experience
• Minimum 5 years direct customer contact
• Knowledge of software support life cycle
• Knowledge of software development life cycle
• Knowledge of ITIL, ISO, MOF, TMQ, or other Industry Standard process management solutions
• Experience in providing the high level of customer service to clients
Technical Experience:
• Expert knowledge of enterprise class application software
• Working knowledge of: Microsoft Server and Desktop operating systems, and IIS. Microsoft SQL and Office package. Business Objects Crystal Reports
Other Skills:
• Ability to work independently or in a team with minimal supervision and provide quality deliverables
• Self-motivated leader able to motivate the team
• Able to meet intense deadlines
• Flexible work schedule to support a 7 X 24 X 365 environment
• Able to communicate effectively verbally and in writing
• Ability to interact will all levels of personnel
• Ability to handle sensitive information confidentiality; previous security clearance a plus
• Able to satisfy the dissatisfied customers
• Ability to learn quickly in a fast-paced environment
• Strong organizational skills
• “Creditworthiness” and able to use personal credit card for all reimbursable expenses required
• Knowledge of Disaster Recovery/Business Continuity industry a plus
• Bi-lingual a plus
SUNGARD IS AN EQUAL OPPORTUNITY EMPLOYER, M/F/D
SW4635
Please refer to Job code SW4635 when responding to this ad.
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