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Manager, Applications Support

Posted on Jun 13, 2019 by Sig Sauer

Portsmouth, NH 03801
Information Technology
Immediate Start
Annual Salary
Full-Time

SIG SAUER® world renowned firearms are the weapons of choice for many of the premier global military, law enforcement and commercial users. In our world-class facilities, we build the toughest, most precise rifles, pistols, suppressors, optics, ammunition, and air guns, while offering the finest firearms training - all as a fully integrated system. We do this because we share the same drive to be the best, the same love of freedom, the same unwillingness to compromise - as those who choose SIG.

The tremendous growth of SIG SAUER has fueled outstanding opportunities for experienced professionals to join our team

Manager, Applications Support

Position Summary:

We are looking for an experienced Support Manager to lead our Applications Support Team. This role is responsible for ensuring 24x7 availability of our enterprise applications (Oracle EBS / Agile) and interconnected systems. This is a highly visible customer focused role. Candidates should have a solid technical background, exceptional customer service skills and a passion for success.

As a member of Applications Support team, you will manage a team of professionals providing technical support to customers who are working to support the business operations at Sig Sauer.

Job Duties & Responsibilities:

  • Motivate a team of Applications Support Professionals through performance, coaching and setting educational objectives.

  • Ensure timely and accurate handling of trouble tickets with designated SLAs.

  • Ensures Applications Support Professionals provide excellent customer service in addition to resolving issues.

  • Prioritize projects for the Applications Support Professionals on a scheduled and real-time basis, as needed.

  • Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, and reporting.

  • Ensures all service level objectives are being met or exceeded.

  • Work with a sense of urgency to continually improve service levels and customer satisfaction.

  • Handle client escalations, as needed.

  • Ensure responsiveness to issues 24x7 working both with internal and 3rd party resources.

  • Follow up with unsatisfied customers to ensure issues are resolved and customers are satisfied.

  • Report operational achievement and progress to the IT leadership on a regular basis including statistical analysis, improvement of action plans, and development of KPI's.

  • Work with other managers to ensure operational consistency.

  • Resolve customer technical issues through diligent research, reproduction, and troubleshooting.

  • Document all technical inquiries, develop and review content for knowledge base.

  • Works across the Applications team and related teams to promote teamwork and collaboration.

  • Assist in developing application version upgrade roadmap

Education and/or Experience:

  • Bachelor's degree or equivalent experience in computer science and/or related discipline.

  • Minimum of 5 years of experience managing a support team.

  • Strong leadership, problem-solving and decision-making skills.

  • Independent thinker with the ability to perform under pressure.

  • Experience driving solutions to complex problems where the analysis of situations or data requires an evaluation of intangible factors.

  • Ability to work comfortably in ambiguous situations and optimize the teams' resources to attain business goals and objectives.

  • Minimum of 7 years of experience working with Oracle EBS.

  • Solid Knowledge of the underlying architecture of Oracle EBS, Instance Management, and Databases

  • Experience working with other applications that interface with Oracle EBS.

  • Experience with change control methodology.

  • Excellent interpersonal skills.

  • Must have a passion for supporting customers.

Working Conditions:

  • Able to lift up to 25 pounds

  • Must wear Personal Protective Equipment (PPE) which is required in designated areas.

SIG SAUER, Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

Reference: 720356132