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Application Support Manager

Company: Car Capital Technologies, Inc.
Location: Grapevine
Posted on: May 12, 2022

Job Description:

Position Overview:
We are looking for a Production (Application) Support Manager with experience defining and implementing application support programs at an enterprise level within the auto financing industry. This position will be responsible for the creation and subsequent ownership of the entire production application support function, including management of people and process. This position is a fantastic opportunity to get involved in the auto finance industry and have an immediate and meaningful impact at one of its fastest-growing companies. -The ideal candidate for this role is technically savvy, analytical, and process-oriented. This person must anticipate and embrace the challenge of solving critical business problems in a fast-paced environment. We're looking for someone who is a self-starter, willing to perform a variety of responsibilities and would be comfortable working with cross-functional teams.

If this sounds like you, and you'd like to implement a world class software support program at a fast growing company, keep reading!

Education & Experience:
5+ years experience in an application support management position in Finance/Lending/Automotive industry
3+ years experience leading and coordinating activities of an Application Support team
Hands-on experience in supporting client applications and close interaction with the business users and application teams within financial industry, and preferably in the settlement or disputes space
Day to day tasks requires the ability to solve production situations under tight SLA deadlines
Must have excellent oral and written communication skills
Experience with automation and simplification of tasks
Work with senior management and stakeholders to identify problems, suggest solution and implement improvements
Ability to run basic to complex queries in SQL
Knowledge of ITIL framework including ITSM - Incident, Change and Problem management
Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner
Commitment to challenging the status quo and promoting positive change
Strong experience and capability of implementing and scaling an SW support team and support framework
Effective verbal and written communication with direct reports, engineers, and business owners
Bachelor's Degree in Technology or Engineering related field
Experience working in a matrixed environment and interacting with multiple stakeholders.
Strongly prefer experience with Azure platform application support within the online auto financing industry

Skills:
Ability to work both independently and as a leader of a team
Ability to prioritize, solve practical problems, and deal with situations where only limited standardization exists
Results driven - ability to work in an unstructured environment while meeting critical deadlines
Problem solving and organization - ability to define problems, collect data, establish facts and find appropriate solutions
Excellent communicator that can quantify and codify complex business dynamics
Excellent emotional skills that generate a peaceful work environment

Responsibilities:
The role is for managing the Production (Application) Support team supporting Car Capital's core platform's
Candidate will work closely with the line of business managers, application development team, quality assurance team, and other technology partners (DBAs, SAs, etc.) to provide the production support of auto finance applications
Activities of the production support team include but are not limited to: application monitoring and health check to assure system availability and stable performance, user query and production incident handling, trouble-shooting application performance issues, application environment/infrastructure management, capacity management
In carrying out the production duties, Manager needs to develop and ensure adherence to the company's production processes and guidelines, document technical details both for the benefit of team knowledge sharing and for production audit requirements
Ability for team to multi-task and provide Saturday support on a rotational basis
Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
Believes in the value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees
Work activities specific toProduction (Application) Support roles include Problem/Incident Management, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, etc
The Production (Application) Support Manager translates business strategy into work programs and processes
Participates with management in the development of technology products, service standards and development efforts that impact the client/business area
Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests
Establish and guide best practices, design patterns and standards for all production support
Assess resources, platforms, and applications to establish baseline and determine immediate and ongoing needs of program
Devise procedures to inspect and report quality issues
Appraise internal customers' SLA's and make sure they are satisfied
Facilitate proactive solutions by collecting and analyzing data
Review current standards and policies
Build the support function and team
Manage day-to-day activities of Production (Application) Support team members

About Car Capital Technologies:
Car Capital Technologies was founded to provide dealers with capital and advanced technology to help all consumers buy the cars they need.

With 100% automated instant approvals available to our dealer partners, we make it possible for any driver regardless of credit history to feel confident in the ability to purchase a vehicle when entering the dealership.

Every dealer partner has access to our proprietary web-based platform, Dealer Electronic Auto Loan System (DEALS). DEALS provides the tools for our dealer partners to do what they do best, sell cars. Our program allows our network of dealers to make their own approval decisions based on the economics of each unique car and consumer.

Keywords: Car Capital Technologies, Inc., Grapevine , Application Support Manager, Executive , Grapevine, Texas

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