Senior Manager, App Dev & Support

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description Why Conduent: You’ll have an opportunity to work on innovative technology while being surrounded by a culture that recognizes each person’s contributions. Each day you’ll feel challenged and know you are making a difference. At Conduent, we believe everything touches everything -and to that end we value our work and each other in the process, making it an award winning place to work. In 2021, we won Best Places To Work, Best Global Culture and Best HR Team. You have an opportunity to personally and professionally thrive, make a difference, and be part of a culture where individuality and participation is valued. We are seeking an exceptional Senior Application Support Manager, with demonstrated experience building Application Operations teams, leading through change and high growth companies as well as passion for the customer. Reporting to the Technology GM, this individual will work closely with our Customers, Customer Success Managers, Client Engagement Managers, Sales, Build and Dev Ops. Provide feedback and influence leadership on ways Application Run Team can enhance customer experience. We need someone who: Is accountable for building and leading Dev Ops teams supporting the Apps Run function for the portfolio. Must have the passion and energy to work in an entrepreneurial and fast paced environment. Develops and leads a team of Technical Support Engineers, providing enterprise-level, world-class customer support, servicing customers and internal teams People management responsibilities, including recruiting, career development, performance management Identify patterns and trends in tickets to resolve issues holistically Root cause analysis Advocate/manage needed changes in product Manage to KPIs, including quality, process and procedures Leading, mentoring and coaching the rest of the Application Run team Partner with Client Support Team to manage critical situations and incidents proactively and reactively Act as On-Call Support leader or escalation contact Ability to monitor and manage the Support queues ensuring there is minimal backlog and identify brewing client escalations proactively. Experience managing up to ensure executive teams are aware. Ability to make sound judgment decisions. Know when to escalate and ask for help. Competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions. Proven track record of mentoring other App Dev staff Excel in logical problem solving and communication skills, particularly when confronted with time-sensitive issues that require difficult decisions. Demonstrated ability to translate complex customer needs into actionable/attainable plans Ability to attract, retain and develop a high-performing team of highly technical Engineers Strong written and verbal communication and presentations skills, as well as the ability to persuade, inspire, and motivate others. Ability to work with different stakeholders at varying levels to drive change by working collaboratively and providing leadership that drives results Ability to quickly adapt to changing priorities and generate innovative solutions in a fast-paced environment Ability to synthesize data and analytics to formulate sound program objectives and goals Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done Passion for building diverse teams and providing an inclusive environment Basic Qualifications for Consideration: Bachelor’s degree in Computer Science or related field 4-6 years of previous Application Run Team management. 8-10 years of experience in information systems operations environment in systems analysis or development. Advanced knowledge of software development lifecycle. Demonstrated ability to coordinate cross-functional work teams toward task completion Demonstrated effective leadership and analytical skills Advanced written and verbal communication skills are a must General PC knowledge including Microsoft Office expert level knowledge of Excel. Knowledge in working with .Net and Node.js based technology products. Preferred Qualifications For Consideration: Agile process experience Experience in CI/CD Pipeline using Azure DevOps Certifications in Azure is desirable Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the