Production Application Support Manager

Role : Production Application Support Manager

Duration : FULL TIME

Location : Denver, CO : Work in Denver office 3+ days per week minimum, remote 2 days

Primary Responsibilities Will Include :

• Owning the Internal and external client satisfaction and experience
• Perform application support leadership functions, such as defining strategy, measuring application performance, impact on infrastructure, defining KPIs, and mentoring team members.
• Assist and support business teams on day-to-day requests.
• Act as an IT referent for the business users by mastering different in-house platforms and interfaces Responsible for establishing and managing the production support budget.
• Responsible for managing Third Party Service providers, support desk etc.
• Responsive to a distributed / highly remote user base.
• Continue to build best in class Production support desk with service levels for identifying recurring issues and owning the resolution to completion
• Cultivate and build a Service Level Agreement and due date focused engineering culture.
• Collaborate with your peers and leadership to help define our technical direction and product / project roadmaps.
• Communicate frequently with all stakeholders to provide project status, risk analysis, technical recommendations and resource constraints that may impact strategic direction.
• Troubleshoot production issues and support triage, reporting, and correction of production software.
• Participate in SOC 1 & SOC2 accreditation.
• Provide technical support to all Client Group branches (onsite and remote)
• Work with colleagues to identify IT problems and advise on the possible solution(s)
• Configure software solutions as defined by the IT group
• Work on IT Administration (creation of new user accounts, password resets, etc....)
• Provide basic training to the employees on the most common applications
• Act as a liaison between the Client IT Group and partners (resellers, integrators, 3rd application vendors)
• Maintain the Gen II Helpdesk Ticketing System
• Escalate highly technical issues to the appropriate engineers or Partners
• Perform other job-related duties as assigned

Job Requirements, Skills, Education, and Experience :

Nice to have :