Application Support Manager

Location: Norristown, PA
Date Posted: 11-08-2018
Application Support Lead

Position Overview
Miria Systems is looking for an experienced Application Support Manager to oversee on-going support, service delivery and customer satisfaction of our cloud-based solution offering. This is a newly created position that has been added to accommodate our growing business.  This position is based on individual contribution as well as directing the activities associated with scoping/delivery of customer-facing services, technical support, problem resolution, customer renewal and other related post-sales activities. This is an individual contributor with management responsibility for the Support Services team.  This position will require an individual that has the ability to be an individual contributor as well as manage/lead a growing team

Requirements
  • 3-5 years’ experience providing remote technical and end user software / application support
  • Experience managing IT or related service operations, specifically with resources that are located in different time zones.
  • Knowledge of, or hands-on experience with, the following technologies:
    • Enterprise Content Management Software
    • Intelligent Capture Software
    • Work Flows
    • Virtualization
    • Access control and authentication (AD, LDAP, SAML, etc.)
    • Networking and connectivity (DHCP, DNS, Terminal Services, etc.)
    • Microsoft SQL, DB2 or other database technologies
    • Java, XML
  • Experience providing remote support
  • Capacity to think creatively to provide solutions to various challenges and problems as they present themselves
  • Proven capacity to excel in a fast-paced, multi-faceted, team environment
  • Excellent communication skills and problem solving abilities
  • Well-developed interpersonal and organizational skills; detail-oriented, highly motivated and self-starter skills
  • Willingness to assume occasional off hours assignments 
 
Desired Skills (not required to be considered for the position)
  • Team lead or management experience preferred but not required
  • Previous experience in the development and/or support of J2EE applications and/or multi-tier enterprise applications
  • Experience using Jira and/or SupportForce (SalesForce.com) to track and manage cases (support tickets).
  • Software-as-a-service (SAAS) industry experience a plus
  • Experience supporting IBM FileNet and/or IBM Datacap applications a plus
  • Start-up experience a plus
 
Responsibilities
  • Serve as the Miria Support Management point of contact for critical communications and support escalations, reconcile issues and implement improvements in existing process and procedures where necessary
  • Manage escalations between the customer and/or partner and product team
  • Define and evolve support processes to provide our customers with best-in-class service
  • Conduct regular Service Reviews with customers on either a Monthly or Quarterly Basis.
  • Work with the Project Management team to ensure the smooth transition and hand-over of new customers to the support group
  • Ensures effective and efficient management of all aspects of service delivery in accordance with contract obligations and/or Service Level Agreement terms
  • Monitor and improve the quality of service support, incident handling and related communications to ensure Miria remains compliant with contractual requirements, legal obligations and organizational policies and procedures
  • Together with your team, manage service contracts and delivery to ensure engagements are completed on-time and within scope/budget
  • Coordinate and participate in monitoring, review and auditing processes related to service delivery to ensure company-established metrics are achieved
  • Implement and maintain performance metrics, reports, process documentation, customer service logs and training reports for customer and key stakeholders in accordance with Service Level Agreements
  • Maintain awareness for yourself and your team of all relevant product developments and releases and ensure the transfer of useful knowledge within Operations to ensure effective information sharing and advice to customers and partners
  • Vacations and workload planning
  • Appraisal and goal/objective setting for Support Team
  • Supports the identification of new opportunities and delivery of new service offerings to increase revenue
  • Works directly with the product development team to determine market needs, test new products and collaborate on the future direction of the company’s offerings
 
Benefits
Medical, Dental, Vision, Matching 401K

 
Why Work at Miria?
We are an organization built on the three basic values of respect, trust, and quality, Miria Systems offers a unique, cooperative environment where everyone works together to create products and services that continually impress our customers and keep them coming back time after time.
Our employees are not only an integral part of building the organization from the ground up, but each person makes a significant impact in the growth and maturation of the company.
Miria Systems is a fast-paced, fun, and rewarding organization and each person is presented with the opportunity to excel at what they do best and be a real asset to the team and our clients. Our employees are hardworking, dedicated, creative, self-motivated, and proactive problem solvers. Miria Systems believes in an open culture and rewards initiative and independence.
Miria Systems is headquartered in Norristown, Pennsylvania.
 
 
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