Under the direction of the Director, Technology Services, the Financial Application Support Manager will be responsible for:
Managing critical incidents relating to all enterprise Financial apps, gathering key information from supporting sources on the call, effectively determining appropriate courses of action, engaging and escalating involvement of required resources to efficiently restore service
Performing regular problem management and control activities
Communicates critical production problem status, resolution strategies, and rationale of the resolution strategies to senior management and executives to keep them informed of critical production problems and to gain approval on operational activities
Provides managerial leadership to employees and vendors, which includes assigning tasks or work, holding regular two-way meetings, setting context, conducting performance evaluations, mentoring, and coaching, to create and maintain a high-performing team
Providing guidance to the offshore team (vendors) ensuring services are being delivered according to the contract
Providing service feedback and developing action plans to remediate issues, identifying processes and skills required for continuous improvements in knowledge base
Support project transition
Managing ongoing application releases
Ensuring that the root causes of incidents are being determined and reporting the statuses to management and business stakeholders
Participate in operations best practices sessions / lessons learned
Support various internal compliance and or Audit requests
Contribute to knowledge sharing initiatives
In-depth systems experience with Dynamics 365 F&O (or Dynamics AX) is required
Problem Solving – Collaborate on Incident, Problem and Change/Release Management to assist with restoring service, identifying and driving permanent corrective measures and safely & effectively managing change. In order to do this, you will be interacting with multiple different teams and occasionally vendors.
Relationship Building – Build and maintain key relationships with business stakeholders and deliver high levels of client experience.
Effective Communication – Communicate updates/incidents, daily/weekly/monthly through reporting or executive presentations.
Experience working with 3rd party service providers and vendor governance
Proven track-record in incident management and have worked previously in an ITIL/ITSM role for a financial institution (FI). This role may require 24/7 on-call support
Team Lead -You will be responsible for administrative functions such as creating/maintaining the schedule, monthly incident reporting/analysis, mentoring and coaching team members
Continuous Learning – You will be expected to consistently build your knowledge of existing and new technologies.
Clients first. You engage with purpose to find the right solutions.