Production Application Support Manager

Role:
Production Application Support Manager

Duration: FULL TIME

Location:

Denver, CO :
Work in Denver office 3+ days per week minimum, remote 2 days

Primary Responsibilities Will Include:

• Owning the Internal and external client satisfaction and experience

• Perform application support leadership functions, such as defining strategy, measuring application performance, impact on infrastructure, defining KPIs, and mentoring team members.

• Assist and support business teams on day-to-day requests.

• Act as an IT referent for the business users by mastering different in-house platforms and interfaces Responsible for establishing and managing the production support budget.

• Responsible for managing Third Party Service providers, support desk etc.

• Responsive to a distributed / highly remote user base.

• Continue to build best in class Production support desk with service levels for identifying recurring issues and owning the resolution to completion

• Cultivate and build a Service Level Agreement and due date focused engineering culture.

• Collaborate with your peers and leadership to help define our technical direction and product/project roadmaps.

• Communicate frequently with all stakeholders to provide project status, risk analysis, technical recommendations and resource constraints that may impact strategic direction.

• Troubleshoot production issues and support triage, reporting, and correction of production software.

• Participate in SOC 1 & SOC2 accreditation.

• Provide technical support to all Client Group branches (onsite and remote)

• Work with colleagues to identify IT problems and advise on the possible solution(s)

• Configure software solutions as defined by the IT group

• Work on IT Administration (creation of new user accounts, password resets, etc....)

• Provide basic training to the employees on the most common applications

• Act as a liaison between the Client IT Group and partners (resellers, integrators, 3rd application vendors)

• Maintain the Gen II Helpdesk Ticketing System
• Escalate highly technical issues to the appropriate engineers or Partners

• Perform other job-related duties as assigned

Job Requirements , Skills, Education, and

Experience:

• Comfortable working hands-on while leading and growing a small team.

• Demonstrated experience managing support teams and developing direct reports through promotion, performance review communication, accountability, and motivation/engagement.

• Deep understanding of how to build an efficient IT support operation including proactive monitoring and high levels of automation.

• A history of working in fast-moving environments handling multiple, competing priorities.

• Excellent written and verbal communication skills with the ability to present complex technical information clearly and concisely to various audiences.

• 2-5 years of experience

• Experience/Knowledge of programming in SQL.

• Strong Excel skills.
• Ability to manipulate large sets of data.

• Fast learning and ability to adapt quickly to a new environment.

• Ability to prioritize, think independently, and handle multi-tasks.

• High analytical ability and thinking out of the box.

• Strong attention to details

• Fluent in English.

• Bachelor's degree in accounting and related technology experiences a definite plus.

Nice to have:

• Knowledge of the Fund Accounting platform

• Knowledge of a treasury management system

• Knowledge of Private Equity/Real estate or corporate finance