Application Sustain Director
- Job Title
- Application Sustain Director
- Job ID
- 994424
- Location
- Southfield, MI
- Other Location
- Description
-
Application Director
Our History:
From our start in 2009, Conexess has established itself in 4 markets, employing nearly 150+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500 companies, to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record.
Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project based work.
Position Description
This individual is responsible for steady state application production support activities including, access management, audits, incident management, change management, event communications, etc. They will also provide leadership and oversee the planning and execution for all steady state activities. She/he will work across all functional areas of the company to reproduce and resolve customer issues, achieving high levels of customer satisfaction. The right candidate will be an empowered self-starter, familiar with working in a fast pace environment. The position will have the responsibility of working with customers, support teams, development teams, and technology infrastructure teams. Managing and coordinating day-to-day team members' activities.
Major Responsibilities
· Set priorities and validate services are delivered in a timely and efficient manner according to the clients IT policies and standards.
· Ensure all activities are managed per clients IT methodology and processes
· Lead application severity incident to quick resolution
· Service Delivery Management, escalate performance issues
· Review and approve root cause analysis and preventative action items
· Manage, communicate, and deliver all steady state issues to business
· Review and approve steady state SLA metrics
· Identify and drive ITIL process improvement
· Review and present operational metrics explaining business impact and risk
· Manage transition to sustain process
· Ensure SOX access control and EAC enterprise access control activities executed per policy
· Assign workload to team and guide the team in resolving day to day issues
· Participate in Discovery Phase to assist with scoping effort for application teams
· Security Vulnerability Remediation
· Oversee end to end availability of all application and infrastructure components
· Act as single point of contact for the clients business users for application availability
· Review master documents i.e. Run book, Playbook and help maintain accurate picture of deployed application
· Provides guidance in resolving Sev #1 and #2 issues
· Provides guidance in resolving performance related issues
· Plan for validation and verification of changes performed in infrastructure team, development team, and Sustain team
· Understand key business functions and processes
· Educate and mentor business communities in the use of appropriate sustain methodologies.
Necessary Skills & Experience
· Experience in complex multi-team delivery models
· Negotiation and conflict resolution skills
· Solid understanding of technology
· Financial Services or auto finance experience
· Budget management
· Correlate environment conditions and metrics to application events
Knowledge & Skills
· Sense of responsibility for the provision of stable systems to business customers
· Effective time management and ability to prioritize multiple responsibilities
· Effective conflict management -- able to balance business "demands" with practicality
· Confident, Self-starter - demonstrates initiative and influence
· Utilizes business and technology skills effectively
· Personal Integrity
· Open communication / listening
· Team orientation
· Analytical thinking/decision making
Minimum Requirements
· Experience with ITIL best practices with Incident, Problem, Release, and Change Management
· Experience in a similar sustain role and deep knowledge of associated processes
· Experience debugging problems in a distributed system
· Experience with Unix and Windows platforms
· Excellent verbal and written communication skills
· Excellent stakeholder management -- fair in dealings with vendors and business customers
· Experience working with customers and on support cases
· Bachelor of Science in a related field (e.g. Computer Science or Information Systems)
