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Tier 1 Application Support Manager

Company: Subaru of America
Location: Camden
Posted on: February 15, 2020

Job Description:

Tier 1 Application Support Manager


New Jersey, Camden

Job Code


# of Openings


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The Tier I Application Support Manager is a leadership role responsible for supporting the highly visible customer-facing, multi-market production environment for all of the Subaru Connected Vehicle Telematics Applications in order to deliver exceptional customer experience support with the purpose of providing a controlled, secure, and predictable Application environment. This role is responsible for managing a Tier I Offshore Applications Support team triaging incoming incidents and problems as reported by our Subaru car owners via our Call Centers, business stakeholders, and 3rd party vendors who support our Subaru Connected Vehicle Telematics Applications. This role is responsible for managing Subaru Connected Vehicle Telematics Application Incidents / Problems, maintenance processes and communication, triaging incoming tickets while adhering to and reporting SLA's ensuring 24 x 7 x 365 Connected Vehicle services availability and ongoing data integrity. The Tier I Application Support Manager also manages the interactions, integration and liaison between other Service Management processes, business stakeholders, relationship managers, infrastructure services, and application development teams.

Our Subaru team members use their business knowledge, technical skills and innovation to bring forth solutions that will take our Connected Vehicle Telematics Applications into the future. If you love the Subaru brand, are a collaborative continual learner with a global mindset and have a desire to contribute to our company's top priorities, this is the place for you.

Primary Responsibilities

  • Overall accountability for daily management of Tier I Offshore Connected Vehicle Telematics Application support team to ensure availability of services, applications in the production environment, following aligned standards and processes.

  • Triage incoming incidents / problems to ensure stability of production Connected Vehicle Telematics Application environments. This includes all aspects of incident and problem management, standardized methods and procedures for efficient and prompt handling of all changes, in order to minimize the adverse impact of any change-related incidents on customer service and quality. Own the relationship with the business and third-party vendors for application production support issues.

  • Deliver a cost effective and sustained level of system availability that enables the business to satisfy it objectives and meets the SLA for Connected Vehicle Telematics Application availability across multiple markets and sources (e.g. mobile app, website, call center application, etc.)

  • Responsible for collaboratively developing KPIs, SLAs, Processes, Reporting and Vendor Relationships for Incident and Problem Management.

  • Actively strive to decrease the number recurring incidents and problems, and to proactively prevent incidents, by analyzing trends and spikes in reported incidents and help to identify systemic application and process problems, suggesting fixes and enhancements.

  • Develop requirements and specifications for system enhancements/fixes in response to identified systemic problems.

  • Develop comprehensive documentation of supported applications and processes including a comprehensive knowledge base.

  • Develop comprehensive Tier I Application Support documentation including, but not limited to run-books, incident / problem escalation procedures, communication plans to notify stakeholders of problems and service level standards, standard reporting for constituents.

  • Lead the Tier I Application Support team through analysis, root cause and remediation/resolution of incidents as required. Ensure applicable 3rd Party vendors provide root cause information.

  • Track, facilitate and manage communication of third-party vendor adherence of contractually documented Service Level Agreements (SLA's), service credits and quarterly business reviews.

  • Build, grow and manage vendor relationships to communicate planned and unplanned 3rd Party maintenance.

  • Perform periodic audits of the Tier I Application Support processes and adherence to standards and enhance accordingly.

  • Participate in Subaru's project and enhancement SDLC and change management processes to plan for and implement any related Tier I Application Support additions or changes. Facilitate any required handoffs of support from development teams to the Tier I Application Support team.

  • Support Subaru's overall systems and Tier I Application Support processes, ensuring that all items follow the appropriate incident and problem management processes within Subaru's ServiceNow ITSM system.

  • Develop Tier I Application Support effectiveness measures and metrics including regular reporting of metrics to IT and Business stakeholders.

  • Responsible for continuous improvements for Tier I Application Support processes and the ServiceNow system supporting these processes.

  • Manage offshore vendor's managed services engagement for application support. To ensure optimal resource utilization. Plan for and budget appropriate resource management plan to accommodate Connected Vehicle subscription metrics.

  • Coordinate all Tier I Application Support processes in production across Subaru and its vendor partners.

  • Builds strong rapport with IT development teams and our service providers. to identify opportunities (people, process, tools) aimed at increasing the effectiveness and efficiency of overall support activities.

  • Proactively identify risks and resolve issues related to Tier I Application Support practices.

  • Encourage a culture of knowledge management and continual improvement in the team

    Key Operational Activity:

    • Managing and leading teams.

    • Directing the work of 3rd party offshore team, setting priorities and coordinating their activities.

    • Evaluating and verifying performance against goals and quantitative expectations.

    • Maintain team coverage schedules.

    • Maintaining and determining standard operational support procedures.

    • Preparing different reports when and wherever required and providing "in the moment" status updates to senior leaders during incidents and problems.

    • Strong problem-solving skills. Ability to diagnose and resolve problems

      Required Skills:

      • 7 -10 years of relevant Tier I Application Support experience in a large enterprise environment including multiple related systems, vendor partners and multiple lines of business.

      • Experience in managing an offshore service provider.

      • Experience with an enterprise-level incident and problem management system.

      • Capable of working independently, a self-starter who performs initiatives that provide solutions for business requirements.

      • Demonstrated analytical skills, especially in the areas of root-cause analysis and metrics driven productivity and effectiveness.

      • Excellent communicator with strong reporting and presentation skills.

      • Qualifications desired also include a bachelor's degree in Computer Science or Management Information Systems with 7 to 10 years of relevant production support experience.

Keywords: Subaru of America, Camden , Tier 1 Application Support Manager, Executive , Camden, New Jersey

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