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Service Manager/ Application Support Manager

Service Manager/ Application Support Manager
NJ, Newark

Job Description

Title: Service Manager / Application Support Manager

Type: Full Time Permanent

Location: Newark, NJ

Must Have: Incident/change/problem management and financial application support experience

US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time”

Senior Service Manager  
 What You Will Do:  
• Responsible to modernize application service management practices across the team and establish best practices for application support team to follow

• Define best practices for incident, change and problem management and play an active role in standardizing those practices across the team

• Responsible for developing framework to efficiently manage adoption and enforcing of service management practices  

• Ownership and participation in the incident and problem management processes, being accountable for resolution and root cause analysis

• Manage incident communications to broader technology/business groups and follow-up reporting

• Establish and drive adoption of good change management practices to address risks associated with non-standard change management practices

• Navigate the broader technology organization, build relationships to manage the team’s agenda with our critical technology partners  

• Drive collaboration and communications with Global Technology teams during major incidents

• Troubleshoot business issues, solving problems to provide solutions to diverse investment teams and product aligned trading desks 

What You Will Need: 
7+ years of experience in financial services technology

Experience working in a service manager capacity with application support experience 

Experience leading incident, change and problem management functions in a financial services technology organization

Prior experience in technology service delivery teams

Experience of working within a global organization effectively leveraging cross regional teams

Experience with the use and capabilities of Enterprise Scheduling/workflow software

Experience with Autosys preferred

SQL knowledge of Sybase, and Microsoft SQL server database technologies

Experience with Unix navigation/scripting 

What We Would Love to See: 

Service Management certifications (e.g. ITIL)

Ability to drive changes to existing practices across an organization with a focus on continuous improvements

Good interpersonal and communication skills, with excellent relationship building skills across multiple organizations

Comfortable operating in high pressure environments whilst managing incidents across a global business

Ability to present technology concisely to the business locally and globally with a good understanding of the receiving audience.

Ability to deal with and navigate difficult situations through strong teamwork and a focus on resolution

Strong research, investigation and evaluation skills.

Self-motivated to operate independently and make necessary decisions within the global team

Strong team player, results oriented with a flexible approach. 

Apply Now