Application Support Manager

APPLICATION SUPPORT MANAGER RESUME EXAMPLE

Updated:
July 26, 2024 - The Application Support Manager leads and manages a team of Analysts responsible for application support and system integration/testing. Ensuring sufficient resources are available for core business support and managing contracts with third-party support providers are critical responsibilities. Collaboration with various support teams and driving continuous improvement initiatives across departments are key aspects of the role.

• Manage and lead application support team globally, application service performance and quality
• Provide level 3 support to internal team and external partners
• Analyse application logs and optimize code for efficiency and performance
• Assisting external partners with systems integrations in various system environments
• Implementation of a robust set of services and APIs to power the frontend application
• Maintaining and updating technical documents and procedures
• Manage any application issues that arise and resolve the issues in timely manner base on severities
• On-going review effectiveness of application support
• Review if tools, automation, standard procedures, and policy to achieve high-quality solution and minimum resolution time
• Manage service disruptions and communication with internal team and external partners
• Own incident management, problem management, and service request management
• Managing the support team, planning support and project changes
• Performance management, customer management, review and monitor contracts and SLAs

• Leadership & Team Management (SS)
• Technical Expertise (HS)
• Systems Integration (HS)
• API Development & Management (HS)
• Documentation & Process Management (HS)
• Incident & Problem Management (HS)
• Tools, Automation, & Policy Review (HS)
• Contract & SLA Management (SS)

• Have a good understanding of the existing systems, infrastructure and policies
• Analyze the existing application to troubleshoot and provide solution to problems in applications.
• Define and maintain support procedures for handling user support requests
• Coordinate with other IT functional teams to solve user problems.
• Perform and monitor the support processes to ensure user requests are fulfilled according to the SLA.
• Perform system operation and administration tasks
• Checking and monitoring multiple systems' performance on a daily basis
• Work closely with internal users and external vendors to investigate and resolve production system issues
• Communicate system enhancement /bug fix requirements to multiple technical teams
• Work with different internal teams to maintain, upgrade and implement new applications.

• Technical Proficiency (Hard Skills)
• Support Procedure Management (Hard Skills)
• Coordination and Collaboration (Soft Skills)
• System Operations and Administration (Hard Skills)
• Communication Skills (Soft Skills)
• Analytical Thinking (Hard Skills)
• Problem-Solving Skills (Hard Skills)
• Adaptability and Learning (Soft Skills)

• Setting and delivering team’s roadmap and quarterly goals
• Vendor/partner management for all support areas
• Assurance of installation, operations and support of end user software/application components in the production landscape
• Defining team priorities for operational and project activities
• Creating and maintaining the team planning for operational and project activities
• Own the overall budget for the Functional Application team
• Leading a team of 4-6 Application Support Managers in the UK and Ireland, driving success through effective coaching and mentoring
• Gives input for the application support strategy
• Assist in defining the long-term roadmap for software/application products in use
• Escalate points for major problems or incidents within scope of control
• Proactive communication about the daily work and ongoing/upcoming projects

• Roadmap Planning and Execution (Hard Skills)
• Installation and Support Management (Hard Skills)
• Prioritization and Planning (Soft Skills)
• Budget Management (Hard Skills)
• Team Leadership and Coaching (Soft Skills)
• Strategic Input and Planning (Hard Skills)
• Problem Escalation and Resolution (Hard Skills)

• Oversee a team of Tier 2 Support Professionals and provide them guidance to ensure timely resolution to in-studio problems
• Maintain a high level of awareness of potential in-studio/OTF network issues
• Work with Product Owners to evaluate new and existing hardware/applications that is to be deployed to studios
• Coordinate with software development teams to identify potential software bugs and deploy approved fixes/workarounds
• Maintain IBM Maas
  360 dashboard and create additional policies and device groups as needed
• Provide documentation for supporting all in-house developed applications
• Develop new methods for streamlining support and reducing turnaround time to customers
• Staffing and training all members of each application…