Direct maintenance and support efforts with internal and external service providers in accordance with business and IS&S priorities.

Oversee capacity management planning and reviews with service providers.

Manage the proactive monitoring of application availability, response time, and other operational attributes against compliance to service level agreements.

Identify and manage technical and operational hosting issues and problems.

Organize efforts to improve application operational attributes.

Participate in application disaster recovery planning and testing.

Manage performance of application Help Desk providers.

Manage and maintain effective relationships with suppliers/vendors.

Coordinate efforts to resolve production application problems and follow-up tasks.

Ensure accurate and timely reports, proper logging and tracking of problems, resolutions, and changes.

Follow formal change control, version control, configuration management and release management methodologies.

Review and prioritize maintenance and support requests with business representatives.

Develop and maintain overall application maintenance and support policies and procedures.

Plan and control yearly application maintenance and hosting support budget.

Ensure application maintenance and support activities comply with corporate policies, procedures, and standards.

Detailed application support experience in a multiple-vendor environment (internet, intranet, and extent; or systems).

Experienced in Operations support using third-party vendors for application hosting, development, maintenance, and help desk services.

Experience with SDP-21 methodology.

Familiarity with development and management of service level agreements, statements of work, and metrics.

Experience with off-shore vendor arrangements preferred.

Understanding of world-wide application deployment and utilization.

Excellent written and oral presentation skills.

Excellent multi-tasking and problem solving skills.

Demonstrated leadership skills.

Ability to work with others in a constructive and collaborative manner.

Ability to recognize and anticipate problems.

High level of analytical ability, troubleshooting and root cause analysis.

Ability to identify and implement solutions to problems in a timely manner.

Possess a high degree of diplomacy when interacting with internal/external user community.

Familiarity with information systems and infrastructure in support of business processes.

Knowledge and understanding of IT industry trends, directions and market experience.

BA, BS related degree or equivalent experience.
 

Minimum of 5 years experience in information technology.

Minimum of 3 years of project management experience.

Minimum of 3 years operations support and maintenance experience.