Manager 8 - 12 years of experience in Application Support L2 Level Support
Manager 8 - 12 years of experience in Application Support L2 Level Support
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Job Description
Visa Corporate IT (CIT) group is undergoing a major transformation to become a true engineering organization prioritizing customer experience and enduser support. We are seeking a highly organized Application Support Manager for Corporate Technology Support Organization with excellent communication and visual presentation skills. Acting as an individual contributor this role will provide expert (L2 level) support and maintenance for software applications resolve complex technical issues collaborate with various departments and implement best practices to enhance service delivery and user satisfaction. This position also involves managing a cross functional team located in multiple regions.
Roles & Responsibilities
Managing the cross functional team located in multiple regions.
Identify process improvement areas and work with team to streamline & automate the processes.
Manage workload estimate work effort and staffing needs and track progress of the resources and drive results.
Mentor team to create artifacts as required.
Respond to and resolve user issues and inquiries via email or ServiceNow which includes Level 1 and Level 2 support for incidents and requests.
Troubleshoot and diagnose issues related to Appian functionalities Escalate complex issues to higherlevel support or technical teams.
Document support interactions and solutions in the knowledge base.
Maintain Appian application configurations and processes. Create and manage user roles and permissions within the Appian platform.
Work and manage integrations with Microsoft Dynamics 365 applications.
Perform regular system health checks and maintenance tasks.
Participate in the Change Management Security Assessment and Release activities of Appian solutions.
Perform application monitoring health checks and account password resets.
Address IAM internal audit findings remediation and certificate renewals.
Monitor and restart failed jobs (ControlM on Hadoop Pentaho SQL Server).
Coordinate with other teams (Storage Middleware Network Database) for issue resolution.
Conduct IT Disaster Recovery exercises.
Perform infrastructure and application upgrades both onpremises and in coordination with vendors for cloud SaaS platforms.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 23 set days a week (determined by leadership/site) with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications :
Basic Qualification
5 years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters MBA JD MD) or 0 years of work experience with a PhD OR 8 years of relevant work experience.
Preferred Qualifications
- 8 12 years of experience with Bachelors degree or 8 years experience with Masters degree.
- 2 years of experience in leading and managing cross functional teams.
- 3 years of experience working in the Appian Platform.
- 3 years Experience with MS Dynamics 365 and ServiceNow is an advantage.
- Excellent communication and interpersonal skills.
- Strong problemsolving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Familiarity with business process management (BPM) concepts.
- Basic knowledge of SQL and database management.
- Ability to quickly learn and adapt to new technologies and tools.
Additional Information :
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
