• Applications Support Supervisor/ Lead

    Job Location(s) US-NY-New York
    Job ID
    2018-2054
    # of Openings
    1
    Category
    Applications Engineering
  • Overview

    •     Responsible for the day-to-day performance of a diverse middleware team
    •     Allocates resources appropriately to meet business needs
    •     Ensure appropriate team coverage to support the timely response and resolution of client concerns

    Responsibilities

    •     Help drive efficiency by identifying automation opportunities and promote DevOps
    •     Act as a mentor (in accordance with IPsoft’s core values) to the team focusing on improving individual and team performance  
    •     Serve as Subject Matter Expert for the team
    •     Server as both a Player and a Coach
    •     Ensure the timely and effective on-boarding of new support team members by coordinating and delivering training for new team membe    Coordinates job rotation and cross-training
    •     Improve the team’s overall knowledge and ability to respond to client requests by identifying and facilitating needed training on Client’s process, tools and products
    •     Improve team effectiveness and efficiency by identifying opportunities for process improvement through the analysis of IPcenter performance metrics (e.g. response and resolutions times) related        to the support function
    •     Work closely with other members of the leadership team by collaborating and coordinating efforts
    •     Ensure the best possible customer support team by completing and delivering performance evaluations of direct reports that will reinforce strong performance and identify any potential areas for          individual improvement  

    Qualifications

    •     Bachelor's degree in related discipline or equivalent experience required
    •     Minimum of five years of previous supervisor or manager experience, preferably managing in an application support environment  
    •     Outstanding verbal/written communication skills, including effective reporting of operations, issues and performance    
    •     Knowledge of ITIL/ITSM principles in managing operational service delivery
    •     Ability to function effectively in a team environment and to take lead in team activities
    •     Excellent interpersonal skills with the ability to influence others not under direct supervision.
    •     Self motivated, strong attention to detail, and results driven.
    •     Ability to grasp complex technical information and communicate such information to a diverse audience with varying levels of technical experience.           
    •     Ability to establish effective working relationships, professional rapport, and effectively accomplish work within a setting that includes a diversity of individuals, groups, policies, and processes.
    •     Must be able to multi-task and prioritize.​


    Education:

    •     3-5 years of demonstrated experience with Linux (RedHat, Centos, Solaris, Scientific Linux) and MS Windows Server (e.g. 2008-R2, 2012-R2, etc.) environments.     
    •     Knowledge of Application Performance Management (APM tools such as AppDynamics), Splunk and SNMP monitoring tools a plus.           
    •     Experience with severial of the following middleware technologies: WebLogic, WebSphere, JBoss/WildFly, Tomcat, NginX, IIS. 
    •     SharePoint, JIRA and Confluence
    •     Proficiency with MS Office Tools (PowerPoint, Word, Excel), MS Project, MS Visio
    •     Proficiency with SQL commands and relational databases
    •     Experience with one or more of the following programming languages: Java, C/C++, Perl, Python, PowerShell

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