Manage a team responsible for the maintenance and support of business applications in the I&O organization
Develop and implement application maintenance processes and procedures, including software upgrades, patches, and bug fixes.
Plan and execute effective, proactive maintenance activities, including corrective, preventive, adaptive, and perfective maintenance
Plan and perform batch processes.
Manage the retirement and consolidation of applications
Provide maintenance and management support for middleware applications.
Collaborate with other teams to support the implementation of new applications and services requiring maintenance services
Develop and maintain standard operating procedures (SOPs) for the application maintenance team
Develop and maintain documentation, including technical guidelines and performance metrics, to ensure consistency and accuracy in the management of applications
Requirements
Bachelor's or Master’s degree in Computer Science, Information Technology, or a related field
7+ years of experience in IT application support and maintenance, with at least 3 years in a management or leadership role
Strong experience with application lifecycle management (ALM) methodologies and tools
Proven experience in managing application maintenance and support services for a large and complex IT organization
Experience with both custom-developed and packaged applications
Familiarity with project management methodologies, such as Agile and Waterfall
Strong knowledge of various programming languages and technologies, such as Java, .NET, SQL, and Oracle
Ability to stay current with industry trends, technologies, and best practices related to Application Maintenance
Demonstrated experience in managing and leading teams, including coaching and mentoring team members
Familiar with ITIL or other IT service management frameworks
Excellent communication and collaboration skills
Strong problem-solving and analytical skills with the ability to drive and implement process improvements
Experience using ServiceNow ITSM tools for IT Operations reporting
Manage and govern third-party managed service providers (MSPs) delivering application maintenance services
Monitor and enforce SLAs, KPIs, and contractual obligations
Lead service reviews, performance evaluations, and continuous improvement initiatives with vendors
Support transition activities for onboarding/offboarding applications to MSP providers
Ensure alignment between internal teams and MSP delivery models