CamdenRecruiter Since 2001
the smart solution for Camden jobs

Tier 1 Application Support Manager

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

Job Description:



Tier 1 Application Support Manager



Location



New Jersey, Camden



Job Code

32353



# of Openings

1




Apply Now

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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


92Y Unit Supply Specialist - Warehouse Manager
Description: AGE REQUIREMENTS: Must be between the ages of 17 and 35 br br As a Unit Supply Specialist for the Army National Guard, you will ensure that your Unit and fellow Soldiers are well supplied and equipped (more...)
Company: Army National Guard
Location: Vineland
Posted on: 02/28/2020

Accounting Manager
Description: Position Summary: Manage and develop high-performance teams in the preparation and review of journal entries and account analysis in accordance with Generally Accepted Accounting Principles and internal (more...)
Company: Penske
Location: Reading
Posted on: 02/28/2020

Program Manager, Genetic Counselor-Oncology Services FT Day
Description: Saint Barnabas Medical Center is looking for a Senior Genetic Counselor to build our Oncology Genetic Program. This program manager is responsible for the leadership, development and implementation of (more...)
Company: Saint Barnabas Medical Center
Location: Jersey City
Posted on: 02/28/2020


Community Manager - Affordable Housing
Description: ResponsibilitiesYour role with the company:This Community Manager is responsible for the overall day-to-day operations of an affordable residential community in Mt. Vernon, NY, totaling 144 units. The (more...)
Company: Related Companies
Location: Mount Vernon
Posted on: 02/28/2020

Manager, Consumer Credit, Risk, & Regulation
Description: SquarePeg is working with a consumer financial services company to help them find their ideal AVP of Credit Analytics. Here is their description:Role Summary/Purpose:This role will manage elements of (more...)
Company: SquarePeg
Location: Mount Vernon
Posted on: 02/28/2020

VP, Data Modelling & Credit Analytics
Description: SquarePeg is working with a consumer financial services company to help them find their ideal AVP of Credit Analytics. Here is their description:Role Summary/Purpose:This role will manage elements of (more...)
Company: SquarePeg
Location: Mount Vernon
Posted on: 02/28/2020

Technical Big Data/ Hadoop Project Manager
Description: Work Location: NJ045CM JERSEY CITY --- U00430 Hudson Street, 28th Floor, Jersey City NJ 07302Job Title: Special Exceptions - IT - Special Exceptions - IT Job Description : Consultant - Project ManagerDepartment: (more...)
Company: Spectra Group
Location: Jersey City
Posted on: 02/28/2020

BT Sales Manager
Description: Interacting with people, making connections, figuring out what it takes and stepping it up to win the day it's what you do, and you love it. You'll have the opportunity to do this and more as Business (more...)
Company: DoubleTree Downtown Wilmington Legal District
Location: Wilmington
Posted on: 02/28/2020

Wellness Care Manager
Description: OverviewLooking for a Care Professional that services Medicaid eligible members with a serious mental illness and x2F or two of the following: substance abuse, HIV x2F AIDS and x2F or multiple chronic (more...)
Company: VNSNY
Location: Mount Vernon
Posted on: 02/28/2020

Marketing Analytics Manager, Credit Cards
Description: Locations:Chicago, ILStamford, CTSquarePeg is working with a consumer financial services company to help them find their ideal Analytics Tagging Developer AVP . Here is their description:This AVP, Analytics (more...)
Company: SquarePeg
Location: Mount Vernon
Posted on: 02/28/2020

Log In or Create An Account

Get the latest New Jersey jobs by following @recnetNJ on Twitter!

Camden RSS job feeds