Technical Application Support Manager

CBRE-posted 9 months ago
Full-time • Manager
Richardson, TX
Real Estate
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As a CBRE Technical Application Support Manager, you will support the Investment Management line of business. You will oversee system and application availability, support business operations across the regions around the clock, supporting comprehensive audit controls, and deliver efficient technology services. The ideal candidate will possess strong IT management, leadership, and problem-solving skills.

  • Establish a single point accountability to support business functions for all applications and platforms.
  • Understand the business objectives and ensure that IT strategies and initiatives support them.
  • Be responsible for the delivery of IT services, including help desk support, application maintenance, and infrastructure management.
  • Provide 24/7 global technical support to ensure business continuity and operational efficiency.
  • Ensure the timely delivery of IT services to internal & external collaborators, by coordinating with Internal IT teams and external vendors maintaining high levels of customer satisfaction and service quality.
  • Establish multi-level service level agreements with the corporate and shared services teams meeting the service delivery expectations of the business.
  • Devise and implement IT operational strategies that align with business objectives, encompassing elements like forecasting resource requirements, preparing for potential disasters, and effectively handling risks.
  • Collaborate with external vendors and service providers to negotiate contracts, maintain relationships, and ensure compliance with service level agreements (SLAs).
  • Supervise incident response and problem management processes, ensuring that issues are resolved quickly and efficiently to minimize downtime.
  • Develop and implement Disaster Recovery plans to minimize downtime and ensure business continuity in case of disruptions.
  • Implement changes to IT systems and processes in a controlled and coordinated manner.
  • Actively participate in SOX compliance efforts by providing timely documentation, attending audit reviews, and collaborating with internal and external auditors.
  • Implement and maintain security measures to protect sensitive data and stay in sync with industry regulations.
  • Monitor system performance and identify potential issues before they impact business operations.
  • Lead user provisioning, access reviews, and implement comprehensive audit controls to ensure security and compliance.
  • Develop a detailed operational framework, defining roles and responsibilities for the operations team and its partners.
  • Create a streamlined workflow for effective teamwork and ticket routing between the operations team and enterprise platform, cloud/infrastructure, product, and business operations teams.
  • Establish and maintain a governance model for effective communication and collaboration with business operations teams and partners.
  • Generate and present regular reports on IT operations performance, metrics, and improvements to senior management.
  • Find opportunities for process improvements and automation within IT operations to enhance efficiency and reduce costs.
  • Lead and manage the IT operations team of global presence, providing coaching, mentorship, and performance evaluations to ensure high levels of productivity and employee engagement.
  • Manage the IT operations budget, ensuring cost-effective solutions and resource allocation for various IT initiatives.
  • Ensure that IT operations enforce relevant compliance standards, security protocols, and best practices to protect interpersonal data and assets.
  • A bachelor's degree in Computer Science, Information Technology, or a related field is required, a Master's degree is a plus.
  • 5-10 years of experience in IT operations, systems administration, or network engineering.
  • 4 to 6 years of management experience: Leading teams, handling budgets, and making strategic decisions.
  • Working experience in investment management and Real estate domain is an advantage.
  • Proficiency in various IT technologies, including servers, networks, databases, and cloud computing.
  • Effective communication with both technical and non-technical partners.
  • Proficiency in scripting languages (e.g., Python, PowerShell) for automating tasks.
  • Solid understanding of IT infrastructure, cloud computing, and service delivery frameworks (e.g., ITIL).
  • Excellent leadership and team management skills, with the ability to empower and develop talent.
  • Strong analytical and problem-solving abilities, with a focus on continuous improvement, Ability to identify and resolve sophisticated technical issues.
  • Exceptional communication and interpersonal skills, with the ability to collaborate optimally with various stakeholders.
  • Relevant certifications (e.g., ITIL, PMP, or equivalent) are preferred.
  • Understanding of business processes and how IT can support them.
  • Experience with cloud platforms like AWS, Azure, or Google Cloud.
  • Understanding of data analysis tools to supervise system performance and identify trends.
  • Knowledge of cyber security best practices and threat mitigation.
  • Comprehensive benefits package
  • 401k
  • Career growth and longevity
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