Application Sustain & Operation-Associate Director

We are looking for a self-motivated, results-driven professional to lead and provide technical guidance to our sustain operations analysts. This role is crucial to ensure the delivery of high-quality application sustain services for our global commercial and consumer applications. It requires a blend of technical expertise, operational experience, and strong leadership skills.

People Leadership:

• Reports directly to the Director of Global Consumer & Commercial apps
• Manage and Mentor a team of application support analysts
• Coordinate team activities based on priority and urgency and drive a productive ways of working across functional area.
• Provide advanced technical support for complex application issues & root cause analysis.
• Act as 1st layer of escalation to support CSMs and Sustain analysts
• Escalate issues to & from external Capability & Sector Deployment teams, as necessary.

• Identify opportunities for process improvements and work with team to implement changes to enhance efficiency and customer satisfaction.
• Stay updated on industry trends and advancements in application support technologies.

E2E Service Management & SLAs:

• Review the service reports in accordance with SLA agreements partnering with the CSM
• Drive standard support processes and best practices to enhance service quality partnering with external Capability teams' guidance
• Act as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks
• Act as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs)

Transition to Sustain

• Plan and monitor smooth transition of applications from Hypercare to Production Support (Transition to Sustain).
• Partner with Engineering Teams Release Manager to review Hypercare Checklist
• Drive the audit and alignment of the Hypercare Checklist and confirmed completed successfully with Customer Success Manager before accepting application

Strategy and Planned Maintenance

• Review the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars
• Review impact and assessment of all planned maintenance across applications and shared capabilities alerting teams of future changes
• Review all vendor management agreements & partner with Software Asset management to resolve issues or improve relationship
• Ensure planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments
• Drive a yearly Technology Lifecycle Management Capability Roadmap support future growth to gain AOP alignment & approval

Communication and Reporting

• Review and validate Service Level reporting meets SLAs
• Celebrate success with SMILES awards or providing positive feedback to vendors & peers
• Assist in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards
• Share bright and hot spots with Sustain Lead that require celebration or attention
• Utilize PEPOps Dashboard to assist in standardizing functional reporting
• Celebrate success with SMILES awards or providing positive feedback to vendors & peers

• Bachelors degree in Computer Science, Information Technology or a related field
• Fluent in English
• Minimum 15 years of experience in application support or a related technical support role
• Experience leading a team
• Deep understanding of application support methodologies and best practices

• Familiarity with a broad range of technologies, and enterprise applications. Understanding of Commercial and Consumer products to support Sales is a plus.

• Experience with IT service management tools and frameworks, such as ITIL
• Strong problem-solving abilities
• Good communication, interpersonal, and negotiation skills