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For your reference, we have included the original job posting below.
Director, IT Applications Support and Engagement
Job Number:
24053423
Company Name:
NetApp
Job Location:
Sunnyvale, CA US
Job Category:
Information Technology
Director, IT Applications Support and Engagement
Business Card Title / Posting Title Director, IT Applications Support and Engagement Job Summary Global Business Applications Support and Engagement Director must be passionate about leading change in an organization having a purpose to provide scalable, sustainable, and supportable business systems/applications to a fast-paced and rapidly growing company. This position requires the successful candidate to be mature, demonstrate a sense of urgency, and strategic in their approach to departmental problem solving. The Director will: ure continuity of operations for all business system support facets within L2/L3 Incident, Problem, and Change Management. ist in the management of multiple service providers (MSPs) to execute the aforementioned with a focus on process improvements, service levels, and response time for corrective activities per existing contract and internal measures. d the development and improvement of operational processes. rdinate, in the capacity of Applications Support Engagement Manager, the transition of MSPs from the current providers to one or more new providers without disruption to systems, support, or availability. oritize for IT engineering, and development groups, application problems and influence expeditious remediation. orce ITIL processes. Job Requirements The Applications Support and Engagement Director will focus on strategies related to incident response, problem management, and management reporting on the overall application portfolio including availability, service level objectives, and trending. The Applications Support Teams, which report to the Director, are responsible for the management day to day availability of production applications and in the event of outage, the immediate restoration of service. The Applications Support Teams work closely with the Global Service Desk. The overall charter for the teams is focused on Support of our Business Applications Technology (SAP, Oracle, Siebel, PeopleSoft, BEA, Tibco, Oracle SOA, Oracle RDBMS, etc), Tibco Integration, SOA Integration (future), Data Base and Identity and Access Management for the above technologies. Responsibilities: ?Act as Applications Managed Services Engagement Manager and enforce service level agreements. ?Work closely with all business functions and management to ensure enterprise level applications support and service level agreements are met. ?Establish metrics for the Business Application Support. ?Supplier Management of third party Managed Service Providers to perform services/roles that have been identified as "context" to the NetApp Business Application organization. ?Work closely with the NetApp EMEA and APAC Senior IT Management to ensure Business Application Support strategies, plans, and service offerings include regional requirements and known issues are identified and prioritized. ?Develop application/system support models and service level agreements to support enterprise level systems. ?Responsible for ensuring that plans are in place and applications are prepared for known business cycles (e.g. month, quarter, and year end). ?Development of a sound applications performance and monitoring program to proactively measure key capacity and performance metrics. Education and Experience Skills/Experience Requirements .10+ years IT industry Hi-Tech experience .Self-starter which can manage a department of 30 employees and 120 MSP staff; previous experience managing multiple departments and multiple applications disciplines .Previous experience as a Senior Director or Director of an Applications Support Organization supporting at least 5000 employee's .10+ years of management experience, including 5 years of managing Director/Senior Manager level employees with staff complement of at least 200 contingent and full time employees. .5 years experience in management of an Applications project portfolio; budgetary experience should be greater than 50 million dollars annual in operational and capital expense .Deep Technical experience with 2 or more of the following disciplines, Oracle Financials, Siebel Sale, Sap CRM, PeopleSoft HR .Competency in System Development Life Cycle .Experience in organizational development in a managed services support model .5+ years of recent management/leadership experience providing Global Application Support for ERP Applications (i.e. Oracle and/or SAP ERP solutions), with emphasis in Sales, Service Management, Supply Chain Management, Financials, Manufacturing, and Human Capital Management. .Advanced understanding of people management and the administration of staff at a Director level .Outstanding written and verbal communications skill; keen presentation skills .Bachelor's degree or proven experience in the applicable technical discipline .Excellent business acumen is required .Excellent leadership, relationship management and team motivation skills .Demonstrated track record in working within a diverse and distributed team environment .Ability to multi-task in an ever-changing environment is a must. .ITIL certification Posting Category Information Technology Full time / Part time Part-time Posting Location USA - California - Sunnyvale (Corporate Headquarters) Requisition Number 8994BR
