What are the responsibilities and job description for the Application Support Senior Manager position at HireRight?
The Senior Manager of Application Support will lead a team responsible for diagnosing, triaging, and escalating reported issues to appropriate teams utilizing in-depth product knowledge. The role will facilitate the resolution of business-impacting incidents and service requests, ensuring customer satisfaction remains the primary goal. Success in this role depends on strong technical troubleshooting and development skills, proactive internal and external communication, and initiative.
- Lead and manage the application support team to ensure timely and effective resolution of issues. Including direct reports as well as leading our augmented support staff to meet the goals and KPIs of Application Support.
- Oversee escalations and ensure teams are expeditiously working jira tickets to identified goals. Ensure documentation of tickets meets the standards of HireRight Technology Solutions Center.
- Partner with the business to improve solutions, provide valuable insights to how best to troubleshoot and support our products.
- Collaborate with development and product teams to reduce defect backlog.
- Support release and maintenance windows and be available 24x7 if needed.
- Keep procedures and troubleshooting links and tools up to date.
- Provide leadership to effectively troubleshoot and provide resolutions to complex cloud application-related and on premise application issues, providing comprehensive problem statements and supporting collateral to other teams like Development, DevOps, and IT Operations.
- Ensure software problems are effectively managed and communicated to resolution.
- Establish close working relationships across multiple departments.
- Collaborate with end users and stakeholders.
- Work effectively both independently and in a team environment.
- Degree in a related field and/or industry certifications preferred
- Working knowledge of Microsoft Office Products, Database operations, SQL (Oracle, SQL Server and Mongo).
- Demonstrated problem-solving skills to troubleshoot data flow processes.
- Ability to handle multiple projects simultaneously and be very results-oriented.
- Excellent verbal and written communication skills required.
Salary : $144,407 - $187,791
