It Application Support Manager

Description Requirements We are seeking an experienced and highly motivated Manager IT Business Solutions Delivery Reporting Pillar to oversee the maintenance support and optimization of business-critical reporting applications In this role you will manage a team of application support specialists collaborate with cross-functional teams to resolve technical issues and ensure business users can access reliable and accurate data You will play a pivotal role in ensuring high availability and performance of enterprise applications driving continuous improvement managing service-level agreements SLAs and enhancing the organization s reporting infrastructure This role often includes troubleshooting resolving incidents maintaining the Metrics KPIs and collaborating with other IT and business teams Responsibilities Act as the primary point of contact for functional application support across business-critical applications Lead and manage a team of application support engineers to ensure prompt resolution of end-user issues service requests escalations and application-related incidents Lead the team by providing direction coaching and performance Metrics management Maintain high system availability and reliability by managing support processes and coordinating with developers business analysts other stakeholders Develop and maintain the policies procedures towards availability of comprehensive documentation standard operating procedures SOPs and knowledge base articles Collaborate with business units to understand functional requirements process flows and application usage ensuring alignment between application and business requirements Analyze and troubleshoot functional issues related to application workflows data integrity user access and reporting Drive continuous improvement by identifying recurring issues root causes and opportunities to optimize application performance and user experience Provide regular reports and metrics to senior IT leadership regarding application support activities and performance Being immediate supervisor directly responsible for the performance growth productivity of the team members ensuring high quality output from the team members Identify opportunities for process improvements optimizations and automation within the data quality and governance workflows leveraging your deep understanding of the platforms Partner with data governance IT business and delivery teams to bridge the gap between technical requirements and business needs Serve as a liaison between business users and technical teams ensuring that both sides understand the evolving requirements and functionality of the platforms Investigate root causes of data quality issues such as process flaws or gaps in user understanding Work closely with delivery teams to troubleshoot and address challenges in data workflows quality checks and governance processes Collaborate with stakeholders to align metrics KPIs to monitor progress and drive improvements Experience in Agile environments or working with cross-functional teams in iterative fast-paced delivery cycles Basic Qualifications Bachelors or Masters degree in a STEM field or equivalent experience Minimum of 8 years of development or support experience in relevant field Minimum 2 years of leadership experience managing a global team Proficiency of SQL Microsoft Oracle DB2 Postgre and understanding of data integration tools Experience on developing or supporting Reporting applications such as Birst PowerBI DOMO Tableau SSRS etc Excellent problem-solving and analysis skills Preferred Qualifications ITIL certification Foundation or higher Strong understanding of the relational database systems and application monitoring tools Strong understanding of application architecture and enterprise software systems o Experience with cloud platforms particularly Amazon Web Services AWS About Infor Infor is a global leader in business cloud software products for companies in industry specific markets Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first leverages data science and integrates easily into existing systems Over 60 000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation For more information visit Our Values At Infor we strive for an environment that is founded on a business philosophy called TM PBM TM and eight Guiding Principles integrity stewardship compliance transformation principled entrepreneurship knowledge humility respect self-actualization Increasing diversity is important to reflect our markets customers partners and communities we serve in now and in the future We have a relentless commitment to a culture based on PBM Informed by the principles that allow a free and open society to flourish PBM TM prepares individuals to innovate improve and transform while fostering a healthy growing organization that creates long-term value for its clients and supporters and fulfillment for its employees Infor is an Equal Opportunity Employer We are committed to creating a diverse and inclusive work environment Infor does not discriminate against candidates or employees because of their sex race gender identity disability age sexual orientation religion national origin veteran status or any other protected status under the law If you require accommodation or assistance at any time during the application or selection processes please submit a request by following the directions located in the FAQ section at the bottom of the infor com about careers webpage At Infor we value your privacy that s why we created a policy that you can read