Manager, Application Support at The Walt Disney Company

Burbank, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Technology, FinanceIndustries

Requirements

Service management and continuous improvement-minded technology leader
Passion for problem solving
Strong relationship skills
Application development expertise
Ability to successfully collaborate cross functionally
Leadership skills: self-starter who can navigate a complex organizational structure, managing teams through influence and direct line management
Ability to establish executive and manager level relationships across various business and technology providers within TWDC
Ability to establish and manage effective working relationships in a matrixed environment

Responsibilities

Managing team members and vendors to deliver 24 x 7 user & technical support
Project Delivery: Manage the delivery of technical currency projects and enhancements that meet business requirements and conform to architectural designs and technology strategies
Service Delivery: Ensure the availability and performance of production systems, striving to meet or exceed established Service Level Agreements (SLA). Ensure application defects and enhancement requests are delivered in a timely fashion, with high quality
Vendor Management: Oversee vendor/partners in the timely resolution of incidents/problems/requests, ensuring service level and quality targets are met. Work closely with the Vendor Management Office to identify efficiencies and continuous improvement opportunities with vendors and outsourced providers
Running an agile-based request management workflow, focused on maximizing velocity, improving quality and reducing backlog
Partnering with Business & Solution Architects and outsourced delivery teams to identify opportunities for improved customer service, increased agility and availability
Working with multiple vendors/partners to deliver existing services against Key Performance Indicators, managing performance against contractual terms and identifying new / rationalizing existing services
Ensuring Service Operations, Knowledge Management, Continuous Improvement, Service Level & Availability Management are operationalized across the team
Developing and guiding direct reports by providing career path conversations and mentoring, helping them achieve their goals through effective development and training plans
Provide day to day management and oversight of the technologies / services supporting Forecast & Planning business users

Skills

Key technologies and capabilities for this role

Application SupportService ManagementTeam ManagementVendor ManagementApplication DevelopmentContinuous ImprovementAutomation

Questions & Answers

Common questions about this position

What are the main responsibilities of the Manager, Application Support role?

The role involves managing team members and vendors for 24x7 user and technical support, delivering technical projects and enhancements, ensuring production system availability and SLAs, overseeing vendor management, and running an agile-based request management workflow.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of culture does the Application Support team have?

The team leads with a culture of continuous improvement, innovation, and automation.

What skills or qualities make a strong candidate for this position?

A strong candidate is a service management and continuous improvement-minded technology leader with a passion for problem solving, strong relationship skills, application development expertise, and the ability to collaborate cross-functionally.