Manager, Application Support

Job Locations US-FL-Doral
ID
2021-1466
Category
Technology
Type
Full-Time

Company Overview

 
A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
 
Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.
 
Some of the employee benefits we offer in ALCORA are:
 
*Medical, vision, and dental coverage for employees
*Paid time Off                           
*Paid holidays
*Matching 401k                

Job Summary

Monat Global® is searching for a Manager, Application Support who will be responsible for supporting quality technology solutions at speed. The qualified candidate will be local to the Miami-Dade area, with the option of being remote. You will report to Monat’s Executive Director, Technology, and lead a geographically diverse team of Application Support Analysts to ensure quality operation and maintenance of our enterprise ecommerce and back-office systems. You are a person who:

  • Takes pride in your ability to learn software and guide others in its use.
  • Documents solid, repeatable steps for investigation into software issues.
  • Lifts the collective knowledge of those around you to better support software through training and technique.
  • Is comfortable around end users, maintaining composure, communication, and leadership in stressful situations with multiple people.
  • Functions as not just a competent leader, but a good example.


You will help us establish an effective and efficient Application Support function within Monat Technology; writing governance and runbooks, guiding, developing, and managing a team of globally distributed Support Analysts, while implementing a best practices-based approach to servicing our internal Business Partners. This role is ideal for someone with previous Software Development, Application Support, or Quality Assurance backgrounds.

Responsibilities

  • Ensures that all requests for support are dealt with according to set standards and procedures.
  • Drafts and maintains procedures and documentation for applications support.
  • Coordinates application enhancements with Product Management to improve business performance.
  • Uses application management software and tools to investigate issues, collect performance statistics and create reports.
  • Acts as team lead, performing some or all of the functions of the team members where necessary
  • Has an advanced level of understanding in the following areas:
    • Proper methodologies for troubleshooting software
    • Transactional SQL
    • Internal tooling for support
    • Proper communication with stakeholders
  • Regularly reports to executive management the effectiveness of the departmental support approach, and makes changes where necessary to improve performance
  • Manages and coordinates Application Support aspects of Incident Management, as a member of Incident Response team
  • Collates feedback garnered from feedback loop of ticketing system and implements improvements as warranted
  • Coordinates remediation and improvement of software through both internal resources and third party vendors

Qualifications

  • Bachelor’s degree in Computer Science/Information Technology, or relevant experience
  • 5 years’ experience in Application Support with demonstrated progression in responsibilities and people management skill in an ecommerce environment
    -OR-
  • 5 years’ experience in Quality Assurance with demonstrated progression in responsibilities/seniority and people management skill in ecommerce environment
  • Strong communication skills, focused on troubleshooting, solutions, and concise management of group discussion
  • 2 years’ experience with Transactional SQL in a professional environment
  • 2 years’ experience working with and/or through third party vendors to service software
  • Strong technical and user documentation skill, specifically around creating and maintaining runbooks

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