The Director of Application Support is responsible for driving the application support engineering function for the Vantage HCM suite. The ideal candidate must take lead with all client & service escalations to the development organization from the service teams and drive for quick resolution to ensure that ADP maintains a leadership position with the highest client satisfaction for the Vantage HCM solution.
* Leadership experience managing production issues, triage defects, and managing project escalations
* Experience with project management, setting up a “War Room” and coordinating crisis situations with other senior leaders
* Recent DevOps experience, development background, technical knowledge of monitoring tools, Java, Oracle
* Ability to lead a team of 5 Triage Specialists, Systems Analysts and Developers
Position Responsibilities:
Directing Vantage product engineers to quickly triage and provide solutions to resolve all client and service escalations including critical defects & client specific product issues.
Driving resolution with Vantage system availability by collaborating with infrastructure & operations teams and Vantage Tier 2 support to ensure quick resolution and 24×7 support.
Ability to program manage production system & client escalations with proactive communications to senior management including BU partners with an action plan coupled with regular updates.
Partner with CAE’s on client communications, client visits, etc. to manage client expectations. Become a respected domain expert across Vantage HCM with an ability to articulate broad HCM functionality, understand client pain points and derive creative solutions to their specific needs.
Collaboration with product management, service, implementation, and partner application teams to ensure Vantage meets our SLA’s on system availability and high quality.
Staffing management including hiring exceptional candidates, career planning, mentoring, and performance management of production support engineers.
Providing technical and product direction to achieve system performance, functionality, and usability that ensures Vantage HCM achieves high satisfaction scores with our clients.
Analyze trends and provide strategic direction to Product and Development teams on avoiding future escalations.
Qualifications Required:
Bachelor or Master’s degree in Computer Science, Computer Engineering or related technical discipline
10+ years of relevant software and engineering experience with special emphasis towards managing mission critical applications in a 24×7 environment
5+ years of people management experience
Track record working with large clients to resolve escalations on application performance, stability & quality
Manage and work with globally distributed teams
Track record of attracting, developing and retaining key talent; builds high performance teams
Seek blended / hybrid technical background with Java, Oracle, Monitoring tools in a B2B environment.
Professional Traits:
Hires and develops great people
Pursues high standards for technical leadership in managing mission critical systems
Focus on client and user experience
Drives continuous innovation and improvement, keeps up to date on technological change.
Collaborative approach, ability to influence partner teams to adopt new technology and processes
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