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Manager: Application Support Team

Company: Micro Focus
Location: Pleasanton
Posted on: January 17, 2020

Job Description:

Manager: Application Support Team

JOB DESCRIPTION:

Digital Safe is an intelligent, managed cloud archiving solution that offers robust information management capabilities, massive scalability, data center security, anytime accessibility, and IT efficiency. Digital Safe by Micro Focus has been rated the market leader in Enterprise Information Archiving. The successful candidate will manage a growing team of application support engineers and managers who form a global operations support group operating a 24-hour Follow-the-Sun support model.

This is a management role in Digital Safe Operations that will lead the Americas Incident, Event and Services team consisting of the Costa Rica Incident Team (8 engineers and 1 manager), US Incident Team (10 engineers and 1 manager), US Event Team (5 engineers and 1 manager) and US Audit Services Team Pleasanton (5 engineers and 1 manager). This covers a 7-day core shift ensuring that we have good US based coverage due to the nature of contracts containing US based support requirements: USPS, Schwab, TD Bank and Metlife. The team supports requirements out of Americas timezones and in the areas of incident handling, event monitoring/alerting and professional services requests.

JOB DESCRIPTION:

* Manage an Operations Incident, Event and Services team having responsibility for the overall direction, coordination, implementation, execution, control and resolution of specific incidents and service requests while ensuring consistency with company strategy, commitments and goals.

* Applies advanced subject matter knowledge to complex business and technical issues. Frequently contributes to the development of new ideas and methods. Works on complex problems/incidents where analysis of situations or data requires an in-depth evaluation of multiple factors.

* Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. Acts as an expert providing direction and guidance to process improvements and establishing policies.


MAIN JOB TASKS AND RESPONSIBILITIES:

* Manage teams of Level 1 and Level 2 application support engineers and managers covering the core work hours of 9AM-7PM Pacific

* Work with teams to resolve incidents, identify problems and possible solutions while achieving service level objectives and improving the overall quality of service.

* Act as the US Regional Escalation Manager for major incidents that severely impact customers, drive these issues to resolution and manage quality communication internally and externally

* Work with the Operations management team on the overall direction for Event and Incident teams. Ensure appropriate staffing levels are met to support current business needs.

* Participate and maintain weekend on-call schedule for Operations Escalation Managers and Engineers

* Define new processes and procedures geared toward improving customer satisfaction and work with the global teams to implement and transition these processes seamlessly

* Develop individuals on the teams through training planning and regular reviews of performance against Service Level Objectives (SLOs)

* Develop and drive employee training requirements that ensure adherence to internal policy and procedures and internal/external security requirements

* Collaborate with internal teams (Development, Product Management, Client Services) to prioritize issues and drive product enhancements that meet customer needs

* Assess and drive metrics for managed support areas, analyzing results for improvement opportunities


EDUCATION AND EXPERIENCE REQUIRED:

* 5+ years of experience managing a technical team in the software industry

* 8+ years of experience in a technical services role (Services Support, Account Management)

* Proven ability to engage across corporate teams (Development, Client Services, Product Management)

* Strong problem solving, prioritization, multi-tasking, analytical and collaboration skills

* Strong organizational, verbal and written communication skills

* Proven ability to mentor, coach and lead a team to success

* Bachelor degree required. Business or Technical degree preferred

KNOWLEDGE & SKILLS. ANY OF THE FOLLOWING ARE AN ADVANTAGE:

* Project/Program Management Certifications

* Linux certifications, LPIC or equivalent

* Agile Development/Scrum

* ITILS Methodology

* DevOps background with Jenkins

* OpenStack administration and support

* Supporting Java based applications

* Xen, KVM or other virtualization technologies

* Database querying/administration

* Windows administration

* Creating and maintaining scripts in PERL and bash

#LI-DK1

JOB:Services

MICRO FOCUS IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. PROSPECTIVE EMPLOYEES WILL RECEIVE CONSIDERATION WITHOUT DISCRIMINATION BECAUSE OF RACE, COLOUR, RELIGION, CREED, GENDER, NATIONAL ORIGIN, AGE, DISABILITY, MARITAL OR VETERAN STATUS, SEXUAL ORIENTATION, GENETIC INFORMATION, CITIZENSHIP OR ANY OTHER LEGALLY PROTECTED STATUS

Keywords: Micro Focus, San Francisco , Manager: Application Support Team, Executive , Pleasanton, California

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