Job description

What You Can Expect As the Application Support Manager based in Houston, TX we are looking for a hands-on IT professional with extensive experience managing production support activities for a suite of custom developed business applications. As an Application Support Manager for our Energy Solutions business, you will play a pivotal role in ensuring the core platforms are online and performing to business standards, in managing and triaging incoming support tickets with root cause analysis and issue resolutions and in liaising between IT and the business to ensure the Digital IT team is aligned to critical business SLAs and metrics. In this role, you will be responsible for supporting the day to day operations of the Energy Solutions applications portfolio, managing the incident life cycle, and coordinating daily with the project build teams as well as the development support teams. We’re seeking a versatile candidate who can navigate both the informational and operational technology landscapes effectively. Reporting to the Application Development Director, your duties will include: • Oversee day to day stability and performance of the custom build applications • Act as the primary escalation point for critical production issues • Liaison between IT, development teams, business owners, and leadership on impacting production issues • Manage the end to end incident lifecycle (triage, escalation, communication, and resolution) • Implement proactive measures to monitor and enhance the systems to reduce or avoid recurring issues • Collaborate with build and project teams to ensure smooth and uneventful transitions from build to run • Manage knowledge transition documentation, as well as governance, and regression testing requirements documentation • Lead, coach and mentor a team of developers responsible to enhance and support existing systems/platforms • Define support models to effectively coordinate the support team for full coverage of all in scope platforms • Manage external vendors or managed service providers where applicable to ensure stable production operations • Drive performance reviews, continuous learning and process maturity within the development support team • Drive automation opportunities and/or AI as applicable (scripts, runbooks, playbooks, monitoring alerts, etc.) • Collaborate with development teams to enhance and/or support optimal code and delivery quality • Communicate outage impacts, timelines and resolution updates • Create and maintain operational dashboards, KPI reports, and/or incident trend analyses for the application landscape • Support controls and compliance reporting initiatives • Ultimately, build trust with business users by delivering stable and responsive production support services What You’ll Bring • Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. In lieu of education requirements we will accept a combination of years of experience and other education experience for the role • Minimum of ten (10) years of proven expertise in application production support management, managing complex application portfolios including end-to-end lifecycle management (development or configurations, deployment, maintenance, and production support) • Strong background in IT strategy and optimization, demonstrated ability to align technology solutions with business objectives and optimize performance to meet organizational goals • Experience managing cross-functional projects in matrixed organizations, within dynamic, fast-paced environments with multiple stakeholders • Deep understanding of security and compliance standards, including regulatory requirements and best practices for securing applications and data • Technical proficiency in application management tools, technologies, and frameworks, including familiarity with modern application architectures such as cloud-based solutions and microservices • Strong analytical and problem-solving skills, capable of diagnosing issues, analyzing complex data, and implementing innovative solutions • Excellent leadership, interpersonal, and communication skills, enabling effective collaboration with diverse teams and influencing stakeholders at all levels • Adaptability and a commitment to continuous learning, with a passion for staying updated on emerging trends in IT and operational technology • Knowledge of SaaS CRM, Billing and/or Pricing Applications (Siebel, Salesforce, Customized Energy Solutions (CES), Vertex One, Therm, etc.) is preferred. • Technical Proficiency with Database products like Oracle, SQL Server • Experience with Azure DevOps/Build and Release pipelines • Experience working with Cloud Resources like Azure Functions, APIM, Data Factory, Azure Storage, and Synapse • Experience working with Software Development in NET Additional Details • This role is eligible for our hybrid work policy consisting of in-office and work-from home opportunities • Must possess a valid U.S. driver’s license/clean driving record • Must be willing and able to comply with all ENGIE ethics and safety policies Compensation Salary Range: $117,300 – $179,860 USD annually Actual offered salary may depend on geography, experience, industry knowledge, education, internal pay alignment, or other bona fide factors. ENGIE complies with all federal, state, and local minimum wage laws. Actual salary offered may vary depending on geography, experience, education, internal pay alignment, or other bona fide factors. In addition to base pay, this position is eligible for a competitive bonus / incentive plan. Your Talent Acquisition Partner can share more specific information regarding the benefits or the salary for the position based on the work location. At ENGIE, we take your well-being seriously. Our comprehensive benefits package includes options for medical, dental, vision, life insurance, employer-paid short-term and long-term disability insurance, ESPP, generous paid time off including wellness days, holidays and leave programs. We also help you plan for retirement by offering a 401(k) Retirement Savings Plan with a company match. But that's not all – we're dedicated to the health and happiness of your entire family, offering supplemental benefits for full time employees that enhance emotional and physical well-being through all stages of life from family forming to caregiver benefits. Explore our benefits package to see how we can support you. Learn more . Why ENGIE? ENGIE North America isn’t just participating in the Zero-Carbon Transition, we’re leading it! Join us as we develop energy that is renewable, efficient, and accessible to everyone. At ENGIE, our goal is to support, promote, and thrive on diversity, equity, and inclusion. We do so for the benefit of our employees, customers, products and services, and community. ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an equitable and inclusive environment for all employees. We are committed to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at ENGIENA-ENGIEHR@engie.com. This email address is reserved for individuals with disabilities in need of assistance and is not a means of inquiry regarding positions or application status. We are unable to sponsor or take over sponsorship of an employment visa for this role at any time. The safety of our employees is our number one priority. All employees at ENGIE have both a duty and the authority to STOP WORK if unsafe acts are observed.

Requirements

Must-haves

What You Can Expect
Reporting to the Application Development Director, your duties will include:
Oversee day to day stability and performance of the custom build applications
Act as the primary escalation point for critical production issues
Liaison between IT, development teams, business owners, and leadership on impacting production issues
Manage the end to end incident lifecycle (triage, escalation, communication, and resolution)
Implement proactive measures to monitor and enhance the systems to reduce or avoid recurring issues
Collaborate with build and project teams to ensure smooth and uneventful transitions from build to run
Manage knowledge transition documentation, as well as governance, and regression testing requirements documentation
Lead, coach and mentor a team of developers responsible to enhance and support existing systems/platforms
Define support models to effectively coordinate the support team for full coverage of all in scope platforms
Manage external vendors or managed service providers where applicable to ensure stable production operations
Drive performance reviews, continuous learning and process maturity within the development support team
Drive automation opportunities and/or AI as applicable (scripts, runbooks, playbooks, monitoring alerts, etc.)
Collaborate with development teams to enhance and/or support optimal code and delivery quality
Communicate outage impacts, timelines and resolution updates
Create and maintain operational dashboards, KPI reports, and/or incident trend analyses for the application landscape
Support controls and compliance reporting initiatives
Ultimately, build trust with business users by delivering stable and responsive production support services
What You’ll Bring
Strong background in IT strategy and optimization, demonstrated ability to align technology solutions with business objectives and optimize performance to meet organizational goals
Experience managing cross-functional projects in matrixed organizations, within dynamic, fast-paced environments with multiple stakeholders
Deep understanding of security and compliance standards, including regulatory requirements and best practices for securing applications and data

Nice-to-haves

Knowledge of SaaS CRM, Billing and/or Pricing Applications (Siebel, Salesforce, Customized Energy Solutions (CES), Vertex One, Therm, etc.) is preferred.

Application prep

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Keywords to mirror

aisqlazure

Platform: successfactors-unify
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Wellness