Job ID 8948

Systems and Application Support Manager

Informazioni generali

Nazione
Ireland
Regione
Leinster
Città
Dublin City
Team
Customer Operations and Retail
Anzianità
Expert (4-8 anni di esperienza)
Tipo di Lavoro
Tempo indeterminato
Tipo di assunzione
Tempo pieno
Modalità di lavoro
Ibrido
Data pubblicazione
15-apr-2024
Data di Scadenza
30-apr-2024
Società
EnerNOC Ireland Ltd

Descrizione e Requisiti

Enel X is a global business line of the Enel Group, combining its own progressive, future-oriented approach with the financial solidity and worldwide reach of the Group. We are leading the energy transformation all over the world, turning complex technologies into simple, approachable, effective solutions that enable everyone to transform energy into new opportunities for sustainable growth and progress. We are convinced that the energy solutions of the future are electric, digital and renewable.

As a leading provider of flexibility grid services, there is an immediate need for a Systems and Application Support Manager to join our world-class Global Operations team. Your primary mission as a Systems and Application Support Manager will be to work with internal users of our applications and our engineering teams to reproduce, resolve and escalate software issues.

The Systems and Application Support Manager will manage the priorities and performance of our global technical teams to ensure that Service Level Agreements are achieved as set by the department, as well as project deadlines are met as agreed upon. The role will ensure the support staff follows standard processes and procedures to provide outstanding customer service. In addition, they will work very closely with the in-house development teams; meeting regularly with the Product Owners, Product Managers and Engineering teams to classify, prioritize, and resolve user issues and application defects.

Key Responsibilities include, but are not limited to:
  • Manage team’s resources, budget oversight address personnel needs and plan for the successful execution of the delivery of the teams.
  • Answer technical questions and assist stakeholders in understanding the solutions and design of the systems needed, as well as document solutions in our knowledge base.
  • Report internally on issues status, resolve and report on roadblocks, and provide an overview of the health status of the platform via issues summary reports and stakeholder feedback review.
  • Deliver outstanding customer service to internal users, customers and suppliers.
  • Process mapping and evaluation for the management of the team’s workload, prioritizing the team’s workstreams aligned with the business needs.
  • Coaching the team into a service-oriented mentality and issue-resolution approach.
  • Deliver operational efficiencies through systems integrations and internal tool development and delivery.
  • Monitor and review service levels ensuring incident management is timely for all stakeholders globally.

Requirements
  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • Proven experience in application and systems support, with a focus on leadership and management.
  • Strong technical background with knowledge of various operating systems, databases, and programming languages.
  • Excellent problem-solving and communication skills.
  • Experience with ITIL or other IT service management frameworks.
  • Strong organizational and time-management skills.
  • 3+ years of experience managing people.
  • Excellent time management skills and ability to balance conflicting priorities.
  • Excellent oral and written communication skills.
  • Demonstrated ability to complete projects both collaboratively and independently.
  • Work effectively from both office and home in a hybrid setting
  • Familiarity with project management principles.
The Application and Systems Support Manager plays a critical role in ensuring the stability and reliability of business-critical applications and systems, contributing to the overall success of the organization.

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