Manage applications from its initial planning, development through retirement (decommissioning) within IT Service Domain. Is responsible for release management, operations and compliance management. Contributes to application portfolio and demand management.
Main Responsibilities
- Manages application(s) throughout its lifecycle: from its initial planning, through development, testing, deployment, ongoing maintenance and support until decommission
- Monitors everyday operations of application development team and provide regular feedback
- Acts as first point of contact on any escalations from Business and IT for their respective application(s)
- Collaborates with Architects, Quality Testers, Program Managers & Service Managers to achieve quality deliverables
- Supports and monitors efficient work of analysts and application specialists
- Takes E2E ownership of IT Operations and contributes to Application Portfolio and Demand Management within relevant area
- Monitors Events, Incidents, Problems, Change Controls, Configuration Management, Service Remediation and Service/Operational Level Agreements; Supports to resolve operational issues and escalate issues within the organization
- Takes accountability for stability and integrity of application(s)
- Takes accountability and responsibility for the functional integrity of the application(s)
- Coordinates work of support teams, manages vendors and partners within the area of responsibility
- Maintains effective communication channels towards internal and external stakeholders
- Acts as Subject Matter Expert for their application(s) both in service operations and projects
- Supports Service Manager/Project Manager in the qualification of business requests for assigned application(s)
- Creates and maintains relevant documentation related to application(s) in their landscape
- Coordinates the delivery of new development or enhancements to solutions to improve quality of service for the business
- Maintains change backlog, decides on the execution of changes in application(s) and distributes items into releases
- Provides consolidated Change Management reporting to service level management
- Drives improvements in release strategy together with Service Management
- Owns internal and external compliance requirements, enforces policies to meet company and industry standards
- Manages for the license contract renewals for owned application(s)
- Controls application cost and makes sure spend within agreed budget
- Provides inputs to Service Manager during budget planning
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Requirements
- +5 years of experience in IT Application Management and Service Delivery in large enterprises
- Experience and ability to work with virtual delivery teams in various locations and time-zones, and distributed stakeholders
- Hands-on experience with DevOps practices
- Hands-on with ITIL, service and/or project management methodologies
- Knowledge of tools and technologies Salesforce, Saviynt, ServiceNow, MuleSoft, Azure AD, MySQL is an advantage
- Strong analytical skills and problem-solving skills
- Deep understanding of the overall context of business processes and technologies
- Experience in managing 3rd party service providers
- Strong communication, negotiation, facilitation skills
- Strong leadership skills, time management, decision making, independence and discipline
- Customer-service-oriented approach
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