Manager, Application Support Resume Sample
Bettye Renner
3129 Johnnie Vista,
Philadelphia,
PA
+1 (555) 431 8442
Work Experience
Manager, Application Support
03/2016
-
PRESENT
Los Angeles, CA
- Oversee the daily operations of application support functions around incident, problem and change management
- Management of operational relationship within the defined Operational Delivery Framework
- Define and manage resource requirements and allocations, monitor and improve quality, and ensure “best practice” application support services
- Work with client departments, and external and internal technology partners in resolving application production issues
- Support the development of Operational Delivery Framework for new applications
- Develop staff, maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team
- Identify and verify details of production problems before determining an appropriate resolution, and summarizing critical incidents for submission to senior management
- Determine appropriate application support services methodology to suit technology and business criteria
- Meet the computing needs of an assigned business unit for specific applications, including assessment and selection of technology and development of new/modified applications, as business needs change
Senior Manager, Application Support
10/2009
-
02/2016
Dallas, TX
- Respond to changing business priorities and system outages (e.g. Re-plan, re-prioritize, re-allocation of resources etc)
- Make recommendations regarding the viability and appropriateness of Operational Delivery Framework/models for large complex applications
- Primary responsibility for all Workday Modules and integration – currently HCM, T&E and integrations
- Primary responsibility for managing support to AMS during incidents and problem resolution
- Primary responsibility for managing support for any 3rd Party integration incidents, problem resolution or changes of 3rd parties
- Accountable for providing triage support for Incidents and problems
- Responsible for communications with the Corporate Functions organization relating to service requests to accurately define specifications and requirements driving system changes
- Manages issue identification, resolution and escalation when appropriate across support teams
Associate Manager, Application Support
05/2007
-
07/2009
Dallas, TX
- Drive root cause analysis to prevent recurrence of incidents
- Participates in weekly discussions with the business users to ensure alignment of priorities
- Acts as liaison between other program teams including change/release management, incident/problem resolution
- Supports the detailed impact assessment of proposed changes. Presented to PRB and CCB by Corporate Functions/key users/business users
- Accountable for projects estimation of work effort, timelines, and resource requirements
- Responsible for running weekly AMS reviews
- Manage the company’s information needs in the appropriate format; reporting, cubes, or databases. Assist in the design, development, and deployment of the end product
Education
Furman University
2002 - 2006
Bachelor's Degree in Computer Science
Professional Skills
- Demonstrated success in planning and managing team priorities and activities, robust prioritization and time management skills
- Strong business analysis skills including ability to craft and prioritize user stories and expertise in managing priorities
- Proven leadership skills; 2-5 years’ experience in team management or acting in a leadership capacity
- Coordination of staffing, hiring, resource prioritization and labor planning to ensure appropriate skill and experience to support Enterprise IT Operations
- Strong decision making, analytical, problem solving, conflict resolution and change management skills
- Strong skills in representing the teams needs to upper management
- Demonstrated technical leadership skills and exceptional team building abilities
How to write Manager, Application Support Resume
Manager, Application Support role is responsible for leadership, travel, wireless, securities, training, integration, database, security, telecommunications, trading.
To write great resume for manager, application support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Application Support Resume
The section contact information is important in your manager, application support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Manager, Application Support Resume
The section work experience is an essential part of your manager, application support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, application support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, application support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Application Support resume experience can include:
- Able to effectively set priorities and work well under deadlines with a strong attention to detail and excellent time management skills
- Proven process re-engineering skills for improved work efficiency and higher employee engagement
- Excellent communication skills to work with team members and external teams to find resolutions
- Strong technical background, good understanding of C++, XML, XSLT & SOA systems considered an asset
- Working with senior leadership to identify and prioritize project requests
- Establishing effective Problem Management procedures to reduce system disruption
Education on a Manager, Application Support Resume
Make sure to make education a priority on your manager, application support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, application support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Manager, Application Support Resume
When listing skills on your manager, application support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical manager, application support skills:
- Exercise strong decision making skills and enforce company policies in accordance with applicable regulations and procedures
- Utilizes strong troubleshooting skills, provides options to resolve issues in a timely manner
- Using Release and Deployment Management processes, effectively deliver on changes while minimizing business disruption
- Strong experience with overseeing the management of on or off shore technology teams, including software engineers, QA, application architects, etc
- Strong experience in managing high availability metrics and SLAs
- Ensuring high availability of critical technology systems through effective Incident Management protocols
List of Typical Experience For a Manager, Application Support Resume
1
Experience For Senior Manager, Application Support Resume
- Demonstrated experience with outstanding customer management and service skills, excellent team collaboration and motivation
- Strong understanding of end user computing technology and industry best practices to help us address a wide range of issues
- Experience managing and directing systems development or systems maintenance project teams
- Strong technical background in software engineering and development
- Experience working in collaborative, business environments
- Experience managing business partner relationships
- Develop and implement training, career development and action plans to manage/focus on employee development and ensure performance effectiveness
- Manage programming interns, which requires understanding their level talent and assigning job task
- Manage and direct a work team by providing leadership and ongoing employee development to staff
2
Experience For Group Manager, Application Support Resume
- Develop structured measurement and tracking reports that are suitable for the intended audiences, by articulating the key drivers of each project
- Maintain relationships with vendors to manage expectations of service including work products, timing, and the value to be delivered
- Deep understanding of troubleshooting methodology
- Use of mouse, and reading on a computer continuously throughout the
- Coordinate work efforts and troubleshooting with Business Analysts, DBAs and Developers, and other IT teams
3
Experience For Manager, Application Support Services Resume
- Assist with the programming and updates with square footage collection program
- Continuous Improvement in operational readiness of new system functionality being delivered
- Minimize escalations via early warning processes
- Manage escalations, including analysis and customer call-backs
- Ensure reliable 24/7 on-call support on rotating schedule
- Prepare business cases and price cost estimates for Application Engineering projects
- Evaluate performance on a quarterly basis and recommend training where required
- Contribute to the Operations Management Team by providing on-call availability and management decisions for the Operations Organization
- Directs large-scale, complex projects often involving multiple internal and external constituents and partners
4
Experience For Associate Manager, Application Support Resume
- Approximately 100% performed in climate-controlled internal office environment working under normal office conditions
- Influence without direct authority, working with development and technology teams
- Credit/Debit Card Processing
- Coordinate with internal customers and provide prompt management escalation with My Oracle Support, Siterra, Microsoft, or other third-party support vendors
- Closely manage Oracle or Custom Application tickets queue
- Lead regular meetings with local support teams around the globe, reviewing support load, agreeing on the priorities, and providing guidance on the support process
- Coordinate and manage support team work on the configuration of new large- and medium-sized projects, including new country rollouts, at the UAT and Production stages of the projects
- Ensure that support team meets rigid project deadlines with error-free quality of deliverables, working collaboratively with Project Management, Business Analysts and Development teams
- Provide strategic, forward-looking vision when designing support strategies, identifying operational inefficiencies, conflicting business practices and integration issues by suggesting alternative solutions applicable globally
5
Experience For Manager, Application Support / Ownership Resume
- Meeting required levels of performance (individual and team) and manage availability of the supported systems/applications
- Enhance and maintain monthly Oracle or Custom Application production support reporting metrics essential for analysis and improvement of the support process
- Document system functions and processes for IT group and selected items for internal customers
- Manage support documentation library
- Growth of resources on site
- Ensuring high quality, consistent and timely service delivery of leadership, IT Application Support that is within budget, compliant with NSWTG’s strategic priorities and consistent with industry best practice
- Provide technical expertise, support and guidance to system end-users of SPACE applications
6
Experience For Manager Application Support Group Resume
- Translate user requirements and assist in the design and development of system solutions that support business goals and user needs for all levels of management
- Lead testing efforts and ensure issues are identified and resolved in a timely manner
- Proactively manage change requests, identify potential crises, and devise contingency plans
- Support company’s sustainability program
- Responsible for leading operations support activities provided to software engineering teams during the development cycle, and ensuring production applications perform at a level consistent with Rackspace’s demanding, global, 24x7 operational needs
- Uses staff and systems in the application support area efficiently and productively
- Improves interaction and service between application support and other functional areas of company
7
Experience For Manager, Application Support & Ops Resume
- Manages technical staff and ensures current knowledge and abilities for all systems and applications
- Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination, as necessary)
- Advises leadership on business decisions. Develops and maintains department best practices
- Ensures SOX and PCI compliance
- Proactive in establishing courses of action for self and others to ensure that work is completed efficiently and effectively; high customer orientation and focus
- Defines and prioritizes maintenance work
- Work as an effective member of a global and multi-culturally diverse team
8
Experience For Manager Application Support Resume
- Experience with all phases of the Systems Development Life Cycle (SDLC) and/or project life cycle (PLC) (Required)
- Experience with healthcare clinical systems (Required)
- Process oriented individual experienced with ITIL Service Operation processes
- Serves as a delegate to the manager’s when the manager is un-available, including any necessary interaction with senior managers
- Manages the MedImpact Direct (MID) IT Operations Support team who are both application subject matter experts and provide Level 1 and 2 application support
- Develops team members to analyze and resolve technical support issues
- Establishes best-practices and support techniques; streamlines issue resolution
- Directs the performance and deliverables of staff and third parties, domestic or international service providers
9
Experience For Senior Manager, Application Support IT, Nswtg Resume
- Structures the team to support maximum system availability and ensure business continuity
- Ensures the technical support issues reported by the business and other teams are resolved satisfactorily
- Continuously engages with various departments such as the business operations, engineering development, Infrastructure and other stakeholders to enhance and streamline processes
- Develops the guidelines and business continuity plan for providing a constantly available, stable and robust disaster recovery model
- Assists with technical support issue resolution reported by internal and external users of applications and/or systems when needed
- A good knowledge of .NET related technologies and Microsoft Windows Server based infrastructure which also includes IIS, Webservices, ASP.NET platforms, Biztalk (preferable), Sql server and hosting of applications
- An expert understanding of various SDLC process and environments especially to support production environments and ability to make quick decisions during crisis
- Good understanding of IT Operations Support model for application, database, system and regular maintenance
10
Experience For Manager, Application Support, Acurian Resume
- Strong resource management abilities to be able to manage mid or large size team based on different locations
- Understand and Define IT Support model and Service level agreements to meet user needs
- A good understanding and working experience on environments with Network load balancers, Domain name system, Active Directory, hardware configurations, High availability and database cluster environments
- Learn application updates and new technologies quickly and as well to drive the team’s overall knowledge growth
- Provides hands-on technical and functional guidance and solutions for cross functional complex production issues, assists in trouble shooting and diagnosing root cause
- Establishes proactive alert mechanism and remediation to minimize system outages, automates the system deployments
- Collaborates with Application Arch & Dev teams Infrastructure, Network & Security teams setting up processes for regular system & application maintenance and upgrades
- Manages both OLTP and optimizes nightly batch processes to meet business requirements
- Knows, and maintains knowledge of, the full ecosystem for the application managed (e.g. WileyPLUS)
List of Typical Skills For a Manager, Application Support Resume
1
Skills For Senior Manager, Application Support Resume
- Experience managing people or projects, including coaching, measuring individual job performance and talent development
- Experience managing geographically dispersed teams including multiple international locations consisting of at least 10-20 team members
- Solid working knowledge and in-depth understanding of Microsoft Windows Server operating system platforms especially in Windows 2012/2016 server environments
- Experience in managing and resolving production issues and hosting configurations
- Experience in programming, including C#, ASP.NET, SQL, Java Script, Visual Basic, and Node.js
- Experience leading and managing employees
2
Skills For Group Manager, Application Support Resume
- Experience supporting production applications and managing trouble tickets
- Proven analytical and problem-solving abilities supporting apps in different lines of business
- Experience managing and interacting with multiple vendors
- A good understanding of Java, JBOSS based application hosting platforms is preferable
- Experience with the operation and engineering of service provider applications
- Management role supporting a good work-life balance
- Experience working in an ITIL environment and ability to utilize and apply ITIL methodology
3
Skills For Manager, Application Support Services Resume
- Experience supporting Workday HCM and/or T&E in a production environment
- Experience in an acute care setting (Required)
- Experience with metrics reporting, analysis and compilation of information and data
- Coordinate and prioritize day-to-day troubleshooting of complex user and application problems in order to assist System Engineers with their work
- Strong ability to work with a team, upper management, retail staff, and other co-workers
4
Skills For Associate Manager, Application Support Resume
- Experience in large scale client/technical support
- Experience in direct staff management
- Establish process for categorization and prioritization of issues
- Experience managing multiple teams of technology professionals
- Excellent knowledge of Windows Server, SQL, Java, JBoss, Linux, UNIX & HTML
- Demonstrated use and knowledge of various quality programs/standards (TQM, ISO, etc.)
- Combined experience in application support and software development roles
- Identify ahead of time any issues with timelines of high-priority tickets resolution
- A positive support experience
5
Skills For Manager, Application Support / Ownership Resume
- Related IT experience in a medium to large company
- Upervisory/management experience required
- ITIL Certification and/or 3 years experience in ITIL environment
- Understanding of web application hosting infrastructure especially on Microsoft IIS 7/8 based hosting environments
- Installing/removing cabling within an equipment site as required to
- Creating strategies for risk mitigation and contingency planning
6
Skills For Manager Application Support Group Resume
- Facilitating project team and business planning meetings
- Understanding technology processes including agile development, change management and project management
- Delivering on-time, in-scope and in-budget small to medium sized projects
- Knowing Team Foundation System (TFS) is preferable in order to manage the build and release process
- Provides day-to-day leadership and direction including, developing and administering policies, business processes, quality standards, and measurement criteria
- Responsible for leading and managing Application Support & Operations team, providing real time support for all IT applications, processes and databases
- Oversee the Strategic design, enhancement, and troubleshooting for enterprise applications supporting trading and client services
7
Skills For Manager, Application Support & Ops Resume
- Participate in strategic planning sessions, staff meetings and other similar planning sessions
- Leading and driving outage activities across multiple organizations
- Provides leadership, coaching, and counseling in technical and non-technical areas
- Develops staff through education, mentoring and providing continual evaluation of employee development and eliminates single points of knowledge
- Responsible for developing and maintaining the IT Operations Support guidelines, documentation, and processes in accordance with business and support needs
- Expert in handling Microsoft .NET framework platforms such as ASP.NET, IIS, Hosting services, API’s, Communication protocols such as SOAP and REST
- Expert in working and managing Disaster recovery environments
- Responsible for delivering SLAs regarding reliability, availability and performance
- Maintains a Putting People First culture including focus on personal and professional growth and development opportunities for team members
8
Skills For Manager Application Support Resume
- Oversee the training of Production Support Associates in supporting new products
- Support with data mining and reporting
- Expert user of Microsoft Office products, including Excel, Access and Word
- Interpersonal Relationships- knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner
- Leadership- knowledge of approaches, tools, and techniques for gaining the cooperation and support of others
9
Skills For Senior Manager, Application Support IT, Nswtg Resume
- Production support preferably in the Financial and Banking industry
- Providing regular supervision and mentorship over subordinate staff
- Medical, dental, vision, and 401(k) matching
- Retirement planning and savings options
- Contributes to the strategic planning of the larger department
- Manages the team to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of project deliverables
- Creates documentation and training material to support the team
- Responsible for the availability and performance of production systems, striving to meet or exceed established Service Level Agreements (SLA)
10
Skills For Manager, Application Support, Acurian Resume
- Provides proactive monitoring and maintenance of the solutions and ensure issues are identified
- Documents and collects data for key support metrics to meet SLAs, identifies remediation for any missed SLAs and puts in place plan for fixing the same
- Delivers continuously-improving reliability, availability and performance
- Knowledge and understanding of a broad range of technology dimensions from software to networks/infrastructure
- Work with team leads to identify recurring issues and root causes and escalate to the appropriate group for remediation
- Provide escalation support for team members during crises as needed
- Manages testing efforts. Monitors software and systems defects. Supports migrations, deployments and maintenance activities through systems environments
- Coordinates and monitors the setting of individual and team goals
- Lead the growth and strategic planning of the TDA application infrastructure
List of Typical Responsibilities For a Manager, Application Support Resume
1
Responsibilities For Senior Manager, Application Support Resume
- Strong English skills are mandatory
- Excellent problem solver with strong focus on attention to detail and accuracy
- Strong focus on customer service and effective communication
- Relevant experience managing RMA, inventory, shipping, and “spare-in-the-air” warehouse operations
- Participate in operational readiness key performance initiatives and measure the effectiveness of both production releases and client onboarding activities
- Vendor operational relationship management experience
- Application Management experience required
- Experience in billing development and operations and managing vendor relationships required
- Adopting standardized methods for Change Management and ensuring they are followed
2
Responsibilities For Group Manager, Application Support Resume
- Collaborate with the implementation and development owners to correct recurring issues
- Participates in defining the methodology of the department and plans management and software releases
- Enable efficient capture and use of system and business information by implementing a Knowledge Management system
- Utilize Event Management tools to provide status and health monitoring of key technology components
- Oversee support operations with regards to our internally developed application stacks, including Apex, Java, Node, and DB2
- Owns incident response from the standpoint of the managed application
- Coordinates across the entire product team (e.g., architecture to coordinate on long-term resolutions to issues
3
Responsibilities For Manager, Application Support Services Resume
- Serves as single point of contact between Business Product Managers and Product Technology for a given product
- Coordinates with stakeholders across the product lifecycle
- Possesses experience, knowledge and skills to focus on diagnosing issues, managing risks, and leverage resources efficiently and effectively to resolve issues quickly and permanently
- Workload management and coordinate team activities
- Data-driven: able to absorb and use analytic information to make decisions
- Manage staff to ensure that application support issues are responded in a timely manner
4
Responsibilities For Associate Manager, Application Support Resume
- Determine budget, staff, tools and specialized support necessary to maintain business support
- Provide oversight and direction for application and process support functions
- Support development and operations teams on implementations and transition into an operational mode after customer acceptance
- Ensure Compliance and Audit tasks are completed quickly and accurately
- Support the master data management initiatives
5
Responsibilities For Manager, Application Support / Ownership Resume
- 10-25% Regular Overnight Travel
- Provides staff guidance for COTS software and hardware product selection and integration with custom developed solutions
- Provides leadership by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures
- Responsible for the efficient service delivery and ensure that prompt resolution of all enterprise support problems
- Manage to service level agreements, track support team metrics to performance and continuously improve performance
- Outstanding communications (written & verbal), interpersonal skills, and presentation skills including the ability to effectively communicate with senior management and technical leadership
- Lead a team of application support engineers responsible for managing and supporting production applications for a 24x7 payment processing system including incoming Incidents, monitoring alerts, and/or the successful receipt and delivery of reports and files
- Manage and prioritize the production incident queues to ensure that the team is focused on the most critical items to improve the quality of the production systems and customer satisfaction
6
Responsibilities For Manager Application Support Group Resume
- Provides consistent and clear feedback to team members on performance against goals and objectives
- Responsible for the organizations effectiveness including hiring, performance management and termination as necessary to improve the overall capabilities of the organization
- Manages a medium to large-sized or multiple small teams responsible for application support activities
- Develops business plans and implements long range projects
- Evaluates current application support methods and strategies, and oversees implementation of changes and improvements. Responsible for execution of overall business plan in assigned areas
- Implements and leads Application Support strategic projects consistent with long-range IT plans
- Utilize Configuration Management tools to identify, control and verify technology assets
- Implement Access Management processes to ensure controlled access to production environments
7
Responsibilities For Manager, Application Support & Ops Resume
- Define and ensure all SLAs are consistently met
- Bridge knowledge and process gaps with Service Desk and Application Support teams
- Define work schedules and ensure adequate coverage at all times
- Implement case management best practices and adoption of Support tools
- Ensure team has access to development tools, methodologies, resources needed
- Serve as mentor, knowledge resource, and escalation point for support engineers
- Develop and execute plans to measure individual job performance
8
Responsibilities For Manager Application Support Resume
- Prepare reports and make presentations within CHG on status of the team's projects
- Sets an example of great customer service and develops it in others. Consistently coaches and trains team members to ensure quality deliverables and best practices are followed
- Completes employee performance reviews and provides input into others who are not direct reports
- Communicate to the senior level staff about service disruption and take initial measures for damage control
- Analyze statistics and develop/execute action plans to increase availability
- Oversee associate resources to guarantee superior support of all designated applications and systems
- Develop standards and metrics and deployment methodologies
- Lead projects and deployments and ensure they are completed on time
- Work with third party vendors to provide stable products and solutions, while at the same time maintaining focus on quality of service. Leverage these vendor relationships to introduce new and innovative technologies to enhance or environment
9
Responsibilities For Senior Manager, Application Support IT, Nswtg Resume
- Research, evaluate and test new technologies
- Coordinate all required project resources for on-time/on-budget fulfillment of project goals
- Identify potential concerns related to project initiatives and recommend viable solutions
- Collect, track, and analyze departmental performance data for the purposes of improving operations, forecasting staffing needs and effectively utilizing all available resources
- Ensure compliance with TD Ameritrade Inc. policies and procedures
- Travel 10% or more of the time
- Drive effort to obtain more transparency from vendor’s applications/services real-time intra-day metrics on the health of their platform
- Working with business and technology subject matter to define scope, create estimates, develop budgets and project plans, and produce Statements of Work and other planning documentation needed for funding approvals
10
Responsibilities For Manager, Application Support, Acurian Resume
- Consulting- knowledge of approaches, tools, techniques and roles and responsibilities in providing technical or business guidance to clients within and outside own area
- Decision making and critical thinking- knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks and perspective when solving problems
- Conflict Management- knowledge of tools and techniques for anticipating, recognizing and effectively dealing with existing or potential conflicts at the individual, group of situation level
- Staff and Career Development- Ability to address training and career development needs of individuals, teams or organizations
- Investigate issues, make sound judgment and present recommendations to stakeholders
- ITIL certified considered an asset
- Telecommunications experience required preferably in the wireless industry (financial support, customer support/customer care, provisioning, or billing
- Experience coordinating development efforts with various stakeholders, including business analysts, project managers, development, customers, and vendors
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