Manager Application Support

Profile

This position will be responsible for developing and managing an enterprise-wide application support team and services. This position requires strong leadership with excellent communication skills.This role will lead and develop the global application support teams providing support to existing and future global supply chain systems that serve PVH internal and external partners within our supply chain. This is an end-user facing role managing the application support services to ensure excellent end user experience and satisfaction while using our systems.The role requires collaboration with partners across the globe in various time zones like HKT, JST, EST. Candidate must be able to balance work plan to ensure close coordination in various time zones.PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:Develop and lead the global application support team and servicesEnsure prompt and effective resolution of user issues, serve as an escalation point, ensure appropriate customer support service levels are met while providing continuous improvement of service delivery and enhancing team expertise, by conducting weekly call to measure progress.Provide application support to end users comprised of PVH internal users and external partners (within our supply chain) based on agreed Service Level Agreement (SLA).Lead an international support team that includes tier 1 and 2 level technicians to support internal teams and technology deployments. Work with other IT teams and vendors for incidents resolutions.Empower and inspire the Global support team to solve technical issues quickly and efficiently. Drive team to handle prompt and effective resolution of user issues, serve as an escalation point, and ensure appropriate customer service support levels are met. Analyze incident tickets and statistics to determine root cause and training needs. While, providing continuous improvement of service delivery and enhancing team expertise.Report application support KPI to the Business & IT leadership on a regular basis including statistical analysis, continuous improvement of action plans and SLA.Document all applications issues, incidents and problems; develop and maintain a knowledge base of application support cases and solutions.Lead key activities during project phase like test plan reviews, test execution review, design sign offs etc. to ensure seamless transition to the Support Team. With ongoing project deployments, evaluate changes to the support plan and resourcing needs to ensure adequate support staffing for our systems.Improve support efficiency and productivity by highlighting deficiencies and recommending changes in tools, training, processes, and reporting.Continuously review and refine the support model, capacity and resources to ensure our support services is running at optimum level.Develop, plan, execute and refine training programs for super users of supply chain systems.Work with system owners to drive system improvement plan based on experience and analysis gained from application support history.Work closely with other application support counterparts within the global TPG/IT team to ensure the support model (structure and process) is consistent and extensible within a global framework.Lead the Application Support team in achieving established goals and departmental objectives.Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job goals; coaching, counseling, and disciplining employees; and developing, coordinating, and enforcing systems, policies, procedures, and productivity standard.QUALIFICATIONS & EXPERIENCE:ExperienceMinimum 8 years of strong experience in enterprise application support.Minimum 5 years of experience managing sizable team.Experience and knowledge of SAP environment preferred but not required.Experience and knowledge of applications in an integrated Supply Chain.        such as GT Nexus, VMS, Manhattan DOM is an added advantageExperience in using IT Service Management tool such as ServiceNow and JIRA is a strong advantageWorking experience in the MNC environment, including IT Services firm is highly preferred but not required.Education:Bachelors degree in information technology or related fieldStrong technical background is requiredITIL/ITSM related certification is a mustAny certifications related to SAP is an added advantageSkills:Excellent written and verbal communication skills and an ability to maintain a high degree of professionalism in all communicationsMust have excellent fluency in English, both written and verbal.Fast learner with good analytical, problem solving, communication and presentation skillsProject management skills – ability to plan and manage successful projects, including management of risks, costs, time, and team, is a strong advantageMust possess strong learning agility, leadership and drive for execution. PVH Corp. or its subsidiary (\PVH\) is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications, consistent with applicable law and without regard to race, color, sex, gender identity or expression, age, religion, creed, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH also has a strong corporate commitment to inclusion, diversity and to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential. To achieve these goals, across the United States and its territories, PVH prohibits any PVH employee, agent or representative from requesting or otherwise considering any job applicant’s current or prior wages, salary or other compensation information in connection with the hiring process. Accordingly, applicants are asked not to disclose this salary history information to PVH,datePosted:2020-12-10T00:00:00.000Z,title:Manager Application Support,@context:http://schema.org,occupationalCategory:Information Technology}Manager Application Support in Bridgewater, New Jersey, United States of America | Information Technology at PVH

Company info

PVH Corp
Website : http://www.pvh.com/