Application Support Manager

Position Information Benefits Supplemental Questions
Arlington has been named the No. 1 'Digital County' in the nation for its size by the Center for Digital Government and the National Association of Counties. The award recognizes counties that are leaders in the innovative use of information and communications technology.
Are you an innovative, passionate, results oriented hands-on technology manager with a background in production support of custom developed and Commercial of the Shelf (COTS) applications? If so, we have a great opportunity for you to join our award winning team as Application Support Manager within the Applications and Hosting Services Division. You will use your excellent project and task management skills to lead and manage the daily operational efforts of a centralized, multi-discipline team of skilled techno-functional staff who support a varied portfolio (COTS, custom-built, hybrid) of software application.
For more information on the Department of Technology Services (DTS), please click here.
Responsibilities include:
Planning scope and prioritizing application change and enhancement requests, designing and developing, quality assurance and solution testing, training, implementation, and support;
Managing software patches and upgrades, and scheduled and unscheduled maintenance;
Managing daily operations and end-user support for all applications in the portfolio and resolution of all user issues affecting production operations;
Acting as a bridge between the user community and other enterprise functions within DTS to ensure effective End User Support for access requests, service requests, training, and usability issues;
Documenting end-user support in a technical environment;
Leading incident response meetings for major production impacting events, communicating effectively to leadership on status and impact;
Developing staff work plans and schedules, setting priorities, soliciting input, providing direction, mentoring and managing performance, setting performance goals, and ensuring high quality customer service and on-time delivery of agreed deliverables;
Providing cost metrics for the services provided, and establishing Service Level Agreements (SLAs) for the services provided;
Managing vendor relationships including the development and execution of support contracts, vendor performance management, etc.;
Monitoring and maintaining application performance and updating as necessary;
Assessing and addressing security vulnerabilities and providing disaster recovery;
Providing business impact analysis and communicating the impacts to management; and
Assisting the Director of Applications & Hosting Services in the execution of strategies to ensure rationalizations and integration of the applications portfolio.
Technical environment:
COTS & Custom Applications that vary in size, scope, and complexity.
Primarily utilize Microsoft .NET and SQL Server 2012 technologies in physical and virtual environments, both on premise and in the cloud.
Other technologies and tools include MS SSIS, MS SSRS, Visual Studio 2015, MVC, C#, JavaScript, jQuery, Angular, Git for source control, Jenkins for publishing, SPLUNK for app diagnostics, Ipswitch for secure file transfers.
Hyland's OnBase provides the Enterprise Records Management platform, including OnBase modules, integrated software, and custom development.
Selection Criteria:Minimum Qualifications: Education and experience equivalent to a Bachelor's degree in software engineering, computer science, information systems or related field, plus extensive hands-on experience in managing teams in supporting custom and COTS software. This experience must have been attained in an environment of diverse information technologies similar to described above in this announcement.
Other key areas of consideration:
Experience leading multi-person efforts to deliver significant project deliverables in a timely fashion with little to no oversight.
Extensive professional experience in Application Management including contract management, especially for cloud and 3rd party hosted systems.
Strong customer service orientation along with the ability to build relationships, work collaboratively, and influence staff at all levels within the organization.
Expertise in business process engineering, full project life cycle management including business requirements development, solutions design, stakeholder coordination, implementation, Service Level Agreements (SLAs), ongoing support.
Exceptional analytical, technical and diagnostic skills, ability to lead incident management efforts, troubleshooting efforts and change requests management;
Demonstrated ability to identify process improvement opportunities, demonstrated knowledge of change management and release management, and experience implementing new process/technology to standardize operations.
Strong technical ability to solve critical issues related to software systems and skills to coach team members in understanding and solving the problems with the software systems.
Strong oral and written communication skills to effectively engage, persuade, influence and articulate technical business issues and solutions to a variety of stakeholders.
Exceptional time management skills with the ability to track and ensure the success of multiple simultaneous projects.
Special Requirements:In order to fully credit relevant experience, please ensure that you have included, on your application, details of education and work experience which reflect the minimum and desirable qualifications stated on this job announcement. A resume may be attached to the application, however, it will not substitute for the completed application.
Additional Information:Work hours are Monday through Friday 8:00 a.m. - 5:00 p.m.

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