Technical Service (Maintenance) Manager
About The Position
The Maintenance Manager, Technical Service leads application production support to ensure the stable, reliable operation of critical business applications. The role manages a dedicated support team, serves as the primary contact for application-related issues, monitors application performance, and coordinates with development, infrastructure, and business teams to resolve problems and prevent disruptions. It also establishes support processes and best practices, promotes security and regulatory compliance, and reports on application performance, incidents, and improvements to internal clients and senior management. The manager is accountable for contractual and project-specific KPIs and for establishing and monitoring Service Level Objectives (SLOs), including taking corrective action when targets are missed. The role drives continuous improvement in application reliability and support performance. Participation in an on-call rotation and after-hours support may be required. The position is based in Plano, Texas, and travel may be required.
Requirements
- Proven experience in application production support or a similar role.
- Minimum of five years’ experience as a manager.
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Familiarity with ITIL processes and best practices.
- Experience with monitoring tools, incident management systems, and application performance management.
- Proficiency with ITSM platforms.
- Proficiency with IT monitoring platforms.
- Advanced skills in Excel, Word, Power BI, SharePoint, Outlook, Teams, and PowerPoint.
- Ability to work in a fast-paced, dynamic environment.
- Strong technical research skills.
- Strong written and verbal communication skills, including the ability to convey complex information clearly to varied stakeholders.
- Strong attention to detail and organizational skills.
- Demonstrated ability to develop innovative and creative approaches to improve technical, personnel, and business aspects of maintenance performance.
- Ability to perform the physical functions described, including regular use of hands and arms, hearing, talking, and computer work; occasional standing, sitting, stooping, kneeling, crouching, walking, and lifting or moving up to 20 pounds.
Nice To Haves
- Bachelor’s degree in Business, Science, Industrial Engineering, or Technology Management preferred.
- ITSM configuration and utilization experience, preferably with Freshservice.
Responsibilities
- Lead and manage the application production support team for assigned projects, ensuring effective service delivery.
- Monitor application performance and availability, proactively identifying and resolving issues to maintain system stability.
- Manage incident response, including troubleshooting, root cause analysis, and resolution to minimize downtime.
- Implement ITIL best practices for incident, problem, and change management.
- Collaborate with development, infrastructure, and business teams to support seamless application operations.
- Develop and implement application support and maintenance processes and best practices.
- Achieve application-related and project-specific contractual KPIs and communicate compliance to internal clients, including Program Managers and Project Managers.
- Establish, monitor, and report on SLOs; ensure the support team meets them and take corrective action when performance falls short.
- Prepare and present reports on application performance, incidents, and improvements to internal clients and senior management.
- Ensure compliance with security policies, data protection regulations, and industry standards.
- Mentor, train, and evaluate support team members; help develop and train the team and support employee engagement and career development.
- Participate in the on-call rotation and provide after-hours support as needed.
- Drive continuous improvement initiatives to optimize the application environment and improve reliability.
- Partner within the organization to attract and retain professional services leadership and talent, and ensure the team is appropriately staffed and utilized.
- Perform other assigned duties.
- Travel as required.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
