Enterprise Technical Support - Manager

Equifax Saint Louis , MO 63150

Posted Yesterday

Job Number:18196

Position Title:

External Description:

Position Summary:

As an Enterprise Technical Support Manager, you will lead a team of systems / software engineers in ensuring the delivery of high-quality services from the application platforms. The Enterprise Technical Support Manager is essential to identifying and resolving technical, operational and organization problems. The Enterprise Technical Support Manager position is responsible for interpreting internal and external business challenges and recommending best practices, leading implementation of changes through the application development life cycle.

As part of the Data Management Application Department, you and your team will manage all aspects of the supported solutions including the development of new features, monitoring solution performance, assessing and prioritizing solution change requests and providing product support. Your role in evolving the solutions will also include promotions of changes across all lower and production environments and leading the management of issues and escalations as appropriate.

Additional responsibilities of the Enterprise Technical Support Manager include:

  • Interprets internal and external business challenges and recommends best practices, leading implementation of changes for own team

  • Cultivates relationships with internal and external peers to gain perspective on industry challenges and identify new ways to manage own team

  • Identifies and resolves technical, operational and organization problems.

  • Makes decisions guided by policies and the business plan that impact the level of service and the team's performance objectives often amidst ambiguity or uncertainty.

  • Guides and influences others either internally in other areas or externally with customers or other external stakeholders.

  • Applies understanding of team dynamics and mediation skills to guide team members to build strong partnerships with one another and other groups that can be continually leveraged over time to accomplish goals

  • Develops plans and coordinates resources to meet operational objectives, identifying and reducing obstacles for the team

  • Establishes goals and achieves results, holding self and others accountable for results

  • Ensures the continual collection of customer feedback by own team to consistently gather insights that contribute to their ability to provide value

  • Holds others accountable for delivering value-added services to customers with expected levels of quality and speed that have been previously established

  • Recognizes individual strengths and development needs within own team and arranges specific assignments to address those needs.

  • Understands talent requirements within a team of professionals and proactively identifies talent internally and externally, working to create opportunities to recruit and leverage talent.

  • Management of the Production Service delivered by the application platforms.

  • Lead the management of problems (from the application platform team's perspective).

  • Management of the resolution of the issue raised as a result of problems.

  • Work closely with the Global Operations and / or IT Operations / ASG teams

  • Reporting of Service Delivery Metrics

  • Leadership of the DevOps function of the application platform team

  • Ownership of Continuous Delivery Pipelines

  • Ownership of deployment of application changes to upper SDLC environments

  • Specification of the Acceptance Criteria to be met for entry into each of the upper SDLC environments.

  • Release Management for the application platforms.

  • Development and publishing of operational metrics, reports and dashboards related to the application platforms.

  • Design and implementation of support utilities / scripts / tools.

  • Leadership of Continuous Improvement initiatives within the Operational aspects of the applications platforms.

  • Direct management, leadership and mentoring of the Platform Delivery Team.

  • Liaison with Infrastructure Engineering team(s) in relation to the needs of the application platforms.

Required Skills of the Enterprise Technical Support Manager:

  • 5+ years of experience and demonstrated proficiency in, design and development methodologies and management techniques.

  • 5+ years of successful work experience in large online transactional business applications.

  • Experience in IT Application / Service Support role(s).

  • Bachelor's degree in Computer Information Systems, Computer Science or MIS, or equivalent work based experience.

Preferred skills:

  • Experience and understanding of software architecture

Primary Location:

USA-St. Louis-Lackland

USA-St. Louis-2330 Ball

Function:

Function

  • IT Operations / Platforms

Schedule:

Full time

City:St. Louis

Location_formattedLocationLong:St. Louis, Missouri US

State:Missouri

Community / Marketing Title:Enterprise Technical Support

  • Manager

Company Profile:

Requisition Number:J00066772

EEO Employer Verbiage:

Equifax is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.


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Enterprise Technical Support - Manager

Equifax