Job Description Summary

Responsible for supporting and maintaining multiple user and customer-facing applications and related data processing platforms and services.
Ensures the user-facing business applications are consistently available and are highly performant meeting customer needs.

Job Description

Role and Responsibilities
In this role, you will:

• Execute day to day application maintenance, processing and user support
• Responsible for responding/delegating support cases from application customers
• Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately
• Drive customer communication during critical events and lead retrospective meetings
• Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
• Drive root cause investigation implementing any learnings or improvement opportunities
• Drive projects that improve customer experience, application process or performance with minimal guidance
• Assist & own the preparation of end user support documentation and knowledge
• Proactively plan for upcoming changes
• Provide mentorship and guidance to team members
• Inform and train all support teams on new/changed processes/services and drive operational process rigor
• Collaborate with cross functional stakeholders
• Ensure support team readiness and availability
• Investigate the possibilities of automation for self-service of end user support
• Manage and lead the enhanced service collaboration vendor & other in-house support tech team
• Partner with product service owners on new service introductions, change, and transition to operations
• Manage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors

• Degree in Computer Science or "STEM" Majors (Science, Technology, Engineering and Math) with 4 plus years' experience in digital operations

• Experience with the machine connectivity, Overall Operations Effectiveness (OOE), LEAN tools & Operations and/or data visualization
• Understand concepts of setting and driving technical direction
• Familiar with elements of gathering functional requirements
• Understand technical standards & concepts to apply to project work
• Interest in current and emerging technologies demonstrated through training, job experience and/or industry activities

• Understand key cross-functional concepts that impact the organization; is aware of business priorities and organizational dynamics

• Coach and mentor team members.
• Familiar with concepts of costing hardware and software components. Works to assure work is on-time and within budget
• Deliver tasks on-time with alignment to architectural goals. Can identify and raise issues, risks and benefits
• Participate in change initiatives by implementing new directions and providing appropriate information and feedback

• High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment
• Customer focus - evaluates decisions through the eyes of the customer; builds strong customer relationships; creates processes with customer viewpoint; partners with customers
• Change oriented -actively generates process improvements; champions and drives change initiatives; confronts
• Ability to work with global teams, act independently and as part of a team
• Apply values, policies, procedures and precedent to make timely, routine decisions of limited, clear choice
• Open-mindedly to new perspectives or ideas. Consider different or unusual solutions when appropriate
• Resolve day-to-day issues related to strategy implementation. Escalate issues that impact the client and/or strategic initiatives
• Analytical and problem solving skills - communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve