Manager, Enterprise Applications

Manager, Enterprise Applications

Enterprise Applications

US Exempt Regular

Full time

Stateside Exempt 4.3

Location: Adelphi, MD (Hybrid)

Summary:

The Enterprise Application Manager leads a team of Operational Leads and Junior Administrators, ensuring efficient operations and promoting collaboration and growth. The Manager oversees third-tier technical support, monitoring, and configuration/change management for on-premises and cloud-based applications. This role represents the organization and team internally and externally, aligning with business needs by understanding requirements, priorities, timelines, and potential barriers.

The position serves as a subject matter expert, leading operational support, solution design, deployments, configuration changes, maintenance, and upgrades of applications. Key responsibilities include audits, technical and process documentation, dashboard and report development, user and role management, security compliance, change control, automated process development, innovation recommendations, and driving organizational continual service improvement. The Manager will spearhead initiatives for service improvement, guiding the team in these efforts.

Duties and Responsibilities:

• Lead Technical Operations: As a working manager, lead the configuration, deployment, and monitoring of new applications and services, ensuring alignment with business needs and technical best practices.

• Manage Third-Tier Support: Oversee third-tier technical support operations, ensuring adherence to processes and Service Level Agreements, while coaching the team to drive continuous improvement and tracking performance.

• Resolve Technical Issues: Oversee the resolution of technical issues across the organization and with vendors, ensuring timely solutions that meet business needs through effective team guidance.

• Monitor Applications: Monitor applications for outages, stability, and capacity, implementing proactive measures to identify and resolve performance issues, and develop monitoring systems to enhance team efficiency.

• Collaborate with Stakeholders: Collaborate with internal teams, customers, and vendors on technical requirements for new applications, ensuring alignment with organizational goals and successful integration through strong communication and stakeholder management.

• Oversee Change Management: Oversee the development, testing, and implementation of changes, including code deployments and user acceptance processes, while ensuring security, compliance, and optimization opportunities.

• Drive Efficiency Initiatives: Drive initiatives to reduce technical debt, automate processes, and enhance application performance, scalability, and security, guiding the team in these efforts.

• Strategic Planning: Lead strategic planning for technical operations, aligning with organizational objectives and driving continuous improvement through team leadership and collaboration.

• On-Call Management: Ensure effective on-call management, maintaining team readiness and swift issue resolution through proactive planning and coaching.

Skills:

• Leadership and Mentoring: Demonstrate strong leadership by mentoring team members, guiding them through complex scenarios, and fostering a collaborative environment.

• Tier 3 Troubleshooting: Proven ability to troubleshoot and resolve critical application issues at a Tier 3 level, minimizing operational disruptions.

• Adaptability: Adapt quickly to changing priorities in a dynamic environment, ensuring successful outcomes.

• Application Management: Leverage methodologies like ticket management and change control to ensure seamless application support.

• Documentation and Standardization: Develop and standardize documentation for new tools and systems, addressing third-party variations and in-house development challenges.

• Project Management: Lead project development, implementation, and monitoring, ensuring timely delivery and driving continuous improvements.

• Stakeholder Relationships: Build and nurture relationships with internal stakeholders and customers to foster collaboration and meet business objectives.

• Team Collaboration: Drive team collaboration and effectiveness, empowering members to contribute to shared goals.

• Communication and Alignment: Simplify complex technical concepts for non-technical stakeholders and align team efforts with organizational goals.

• Professionalism and Flexibility: Exhibit dedication, a positive attitude, and flexibility during periods of change or challenge.

Education &