Technical Support Manager

Technical Support Manager wanted by Anywhere Real Estate Operations, LLC, Madison, NJ.

• Provide overall leadership and strategic direction to our Business Applications Technical Support Team to ensure high-quality support and resolution for our proprietary suite of real estate applications and technologies, managing support operations, optimizing processes, and collaborating with various stakeholders to maintain and enhance the performance of our business applications
• Manage and mentor a team of technical support specialists which comprise our Business Applications Technical Support Team to insure they provide excellent support and resolve all technical issues utilizing multiple versions of .Net, SQL databases, BTS, Azure, RPA and general infrastructure considerations;
• Collaborate effectively with various teams to support a comprehensive ecosystem of stakeholders while fostering a collaborative and high-performance environment to expedite issue resolution;
• Ensure service delivery is timely and accurate, meeting all Service Level Objectives (“SLO’s”) and other metrices;
• Oversee talent management including recruitment, training, mentoring and development of existing team members;
• Set specific customer support standards and objectives for the Business Applications Technical Support Team;
• Contribute to improving customer support by actively responding to queries and handling complaints;
• Develop dashboards and reports using ServiceNow which offer the Company (i) enhanced visibility and tracking of business applications and support operations; (ii) informed decision-making for management by offering reports which offer insights into operational metrics and system health; (iii) performance management by offering dashboards to track individual and team performance by providing visibility on how well the support team is meeting service level agreements; (iv) incident and problem management by offering detailed reports to assist in identifying root causes of recurring issues by analyzing incident data; and (v) continuous improvement by offering dashboards and reports that help in identifying inefficiencies in support processes or application performance;
• Follow up with customers to identify areas of improvement;
• Provide customer feedback to the appropriate internal teams;
• Solve complex problems and making decisions based on a wide range of factors supported by data; and
• Create and maintain a comprehensive knowledge based of our products, known issues, and other procedures that may be beneficial to both the team and our customers.

Qualifications:
Must have a Bachelor’s degree in Computer Science, Information Technology or related field, plus five (5) years of experience in the job offered or in any occupation that includes the required experience and skills. Experience must include:

• 5 years experience working with comprehensive complex ecosystems in enterprise with managing cross-functional onshore and offshore teams to develop business applications, and support and lead to solve business problems at scale;
• 5 years experience designing and developing applications with Microsoft .Net, SQL technologies;
• 5 years development experience in .NET, C#, VB.NET, SQL, SSIS, and JavaScript;
• 5 years experience in working in Agile delivery with expertise in JIRA/Confluence platform;
• 3 years of experience with source code management tools and CI/CD including TFS, GitHub and Azure DevOps;
• 2 years experience with PowerBI and ServiceNow reporting tools and dashboards assisting tracking tickets, root cause, change request management, service request management and reporting; and
• 2 years experience in leading engineering teams with focus on automation and process optimization using Automation Anywhere RPA tools.

JOB LOCATION: Company's HQ is located in Madison, NJ. Candidate may work from home office located anywhere within the U.S.

Compensation Range:
$156,000 – $161,000 per year. At Anywhere, actual compensation within that range will be dependent upon the individual’s skills, experience, and qualifications.

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Anywhere Real Estate Inc. (NYSE: HOUS) is moving real estate to what's next. Home to some of the most recognized brands in real estate Better Homes and Gardens® Real Estate, Century 21®, Coldwell Banker®, Coldwell Banker Commercial®, Corcoran®, ERA®, and