Manager, Application Support

Pacific Gas And Electric Company•Oakland, CA

20h•Hybrid

About The Position

IT supports Pacific Gas & Electric’s True North Strategy by improving service quality, increasing capabilities through the development of new functionality, implementing new technology, reducing costs, increasing productivity, and facilitating organizational and business effectiveness through enabling technologies. The Application Support Team is part of the IT Organization and serves as a centralized organization responsible for the support of 300+ applications across PG&E’s IT landscape. Key organization responsibilities include application support and technical development where the team is an extension of the Product and Enterprise Solutions Team.

Requirements

BA/BS in Computer Science/ Information Systems, Business, Engineering, etc. or equivalent work experience
8 years of experience in similar or related job functions (Information Technology or Business) that could be substituted by an advanced degree

Nice To Haves

Minimum 7 years experience leading in diverse workforce landscape
Minimum 10 years experience managing vendor delivery
Minimum 15 years of experience in similar or related job functions (Information Technology or Business) that could be substituted by an advanced degree
Effective communication and problem-solving abilities
Ability to work in a global environment with organizational flexibility
Knowledge of applications support and development and testing best practices in a strategic partner / client model
Strong understanding of Software Development Life Cycle methodologies such as Waterfall, RUP, Agile, etc.
Detail oriented, analytical, good oral and written communication skills
Understanding of the utility business
Ability to collaborate with different teams across disciplines and levels
Ability to promote healthy working environment with different teams across disciplines and levels
Skilled in evaluating IT processes and ability to suggest improvements

Responsibilities

Serve as a trusted consultant to business and IT stakeholders, offering strategic guidance and subject-matter expertise
Review functional designs and technical specifications to ensure alignment with business on intended solutions
Lead and oversee root cause analysis efforts to identify underlying issues and to drive sustainable corrective actions
Proactively identify and address client concerns through timely, professional, and stakeholder-focused communications
Deliver prompt and professional responses to client inquiries, escalating as appropriate to ensure resolution
Build and maintain effective cross-functional relationships with internal teams and external partners to ensure application availability and reliability across the portfolio
Collaborate with service delivery leaders to conduct regular service level reviews and drive waste elimination
Ensure effective delivery of vendor-provided services, including operations and maintenance to meet or exceed client requirements
Support Cluster Leads in managing and prioritizing line-of-business demand and intake
Maintain a strong understanding of service provider capabilities, offerings, and limitations
Collaborate with service providers to define and standardize processes, tools, and service delivery practices across the portfolio
Review, evaluate, approve, and support provider recommendations related to service changes and continuous improvement initiatives
Define, implement, maintain, and report on operational and contractual metrics to provide transparency into IT solution performance
Partner with service delivery leads to conduct periodic service reviews and ensure adherence to agreed service levels, keeping Service Excellence Office (SEO) and PG&E leadership informed of service health and vendor performance as required
Collaborate with the Service Excellence Office to ensure missed service levels receive proper visibility and priority including application of service credits
Ensure adherence to SOX, cybersecurity, and other governance, risk, and compliance requirements with deployed solutions
Analyze existing processes using LEAN methodologies to recommend improvements for eliminating inefficiencies and operational waste
Exercise independent judgment and discretion in decision-making and issue resolution
Possess proven knowledge and experience across software development, testing and project management lifecycles
Build and demonstrate deep subject-matter expertise within the assigned application portfolio (e.g. – Corporate Services & Fleet)
Ensures adoption of service delivery platform and governance processes across the internal organization
Partner with leaders at all levels across Enterprise Platforms & Infrastructure (EP&I) and Grid Platforms & Networks (GP&N) to ensure successful delivery of vendor-provided services
Accountable for the delivery of application support and development services within one of three Business Applications Towers
Monitor and review service levels, metrics, and performance measures to ensure services are delivered as committed
Regularly analyze ticket volume and trends to identify systemic issues and organizational pain points to drive timely remediation
Collaborate closely with Enterprise Platforms & Infrastructure (EP&I) and Grid Platforms & Networks (GP&N) teams as a strategic partner to IT Senior Leadership
Anticipate client concerns and proactively establish processes that enable timely, professional, and client-focused communications
Provide prompt and professional responses to client and peer inquiries, escalating issues as appropriate
Partner with SEO, PMO, Architecture, and Service Introduction teams to ensure new product SLAs are consistent, supportable, and aligned with supplier MSAs
Actively participate in Business Applications All-Hands and tower-level meetings to drive alignment and knowledge sharing
Identify opportunities to optimize costs associated with IT products and services while maintaining service quality
Develop and maintain a tactical roadmap to drive waste elimination within the assigned tower
Design, implement, and adapt support models to meet evolving business requirements
Coach teams and partners to foster a culture of problem-solving and collaboration within the “One PG&E” operating model
Accountable for the end-to-end delivery of services across one of three application “Towers”; currently: Enterprise Content Services, Customer Care, Utility Operations; Data & Analytics; Corporate Services and Transportation Services
Partner closely with strategic supplier partners to deliver operations and maintenance (O&M), testing, and development services
Conduct regular reviews of service levels, key performance indicators (KPIs), and other agreed performance measures to ensure service quality and accountability
Collaborate with senior leadership to forecast demand, plan workloads, and align staffing to business needs
Work with internal clients and strategic partners to ensure accurate time reporting, cost management and billing alignment
While maintaining a primary focus on service delivery, proactively identify, develop, and present innovative process or technical solutions to eliminate waste and reduce redundant workload