Manager Application Management Services

at GAF in Aurora, Illinois, United States

Job Description

Job Description:

Introduction:

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don’t back down from hard work- we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

Summary: We’re in search of a Manager who has a solid track record in maintaining and supporting vital applications. This role will serve as the central coordinator, bridging operational, technical, and administrative aspects between GAF Application Teams and 3rd party Application Managed Services teams across diverse locations. With a primary emphasis on clearing hurdles, this position advocates for all technical facets of maintenance and support, guaranteeing deliveries align with our service level agreements.

ESSENTIAL DUTIES

+ Be the primary management for the Application Managed Service vendors who will execute the day-to-day support and maintenance across our portfolio of applications.

+ Application technologies include Salesforce, .NET, Azure, Peoplesoft, Mulesoft and Sitecore platforms, but additional applications may be added in the future, as needed.

+ Monitor and uphold SLAs, ensuring that maintenance and support activities meet agreed-upon performance and availability standards for our applications and services.

+ Report out to leadership on performance KPIs of the partners at regular intervals.

+ Define processes to optimize the onboarding of new applications and resources into the program.

+ Coordinate with cross-functional teams to address maintenance and support needs of the applications, facilitating swift issue resolution and system upkeep.

+ Oversee troubleshooting activities, diagnose and resolve technical issues, and implement strategies to prevent recurring problems.

+ Liaise with other 3rd party vendors where applicable for escalated issues, and maintenance requirements, and ensure effective support of our applications.

+ Monitor and implement improvements by working with vendor teams to enhance our systems’ efficiency, responsiveness, and overall performance.

+ Ensure our applications adhere to security protocols, regulatory requirements, and internal compliance standards during maintenance activities.

+ Develop and maintain comprehensive documentation outlining maintenance procedures, troubleshooting steps, and best practices. Conduct training sessions for vendor teams and GAF interfacing team members regarding system maintenance and support.

+ Identify opportunities for automation, optimization, or procedural improvements to streamline maintenance and support processes.

Under This Roof, We Require

+ At least 7 years of continuous IT and business/industry work experience with at least 3 years managing teams.

+ Bachelor’s Degree in IT/Computer related field

+ Solid understanding and proven track record leveraging industry best practices and standards including, modern architecture and development practices, ITIL and SDLC.

+ Strong expertise in Enterprise Applications with a proficient understanding of Digital Technologies.

+ Identifying opportunities to optimize maintenance procedures for efficiency.

+ Effective communication with internal teams and vendors regarding support tasks and strategies.

+ Ability to manage and respond to critical system issues effectively.

+ Developing long-term strategies for system maintenance and support.

+ Making informed decisions on critical maintenance and support issues.

+ Leading changes in maintenance procedures and strategies.

+ Managing relationships with key stakeholders for support initiatives.

Under This Roof, We Also Value

+ Masters degree preferred

Technical Knowledge/Skills

+ Deep understanding of many technical disciplines with a focus on Salesforce (Sales, Service, and Experience Clouds), .Net Core, .Net Framework, PeopleSoft, Mulesoft, Sitecore/CMS, and Azure

+ Technical experience with the following technologies including JavaScript, React JS, JQuery, SQL Server, Okta, Akamai, Payment Integrations, Checkmarx, Autorabit

+ Understanding of Salesforce platform programming languages like Visualforce, Lightning Web Components, APEX, SOQL, and SOSL.

+ Expert knowledge of environment management, org strategy, release management, code versioning best practices, and deployment methodologies.

+ Extensive experience with Microsoft Azure and supporting services (DevOps, Kubernetes, etc.), including broad knowledge of supporting Infrastructure technology (Networking, Database, etc)

+ Expert knowledge of security requirements, microservices, service-oriented architecture, design patterns, SOLID design principles, multi-threaded systems, automated unit testing, test-driven development, and acceptance test-driven development.

+ Understanding of Event-Driven Architecture and Azure Service Bus.

+ Good understanding of serverless architecture and NoSQL databases (e.g. CosmosDB).

+ Good understanding of various authentication protocols like oAuth2.0, OpenID Connect, SAML, JWT, and others.

+ Solid understanding and experience in Service Management methodology and tools.

+ Solid understanding and proven track record leveraging industry best practices and standards including modern architecture and development practices, ITIL, Agile and DevOps.

+ Strong collaborative skills to work across multiple stakeholder groups.

+ Ability to effectively communicate and report to different levels within and outside the IT Organization.

+ Strong Vendor Management Skills.

How We Protect What Matters Most

+ We offer a wide range of health insurance options that include medical, dental, and vision for you and your family.

+ Our Family-Building benefits support the many different journeys to fertility and parenthood.

+ Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions.

+ Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence.

+ Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program.

+ We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.

Consideration will be given based on geography, candidate experience, and qualifications.

Annual Salary Range: 144,000-184,000

We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, dis