Assistant Manager, Business Systems Support (VM Financial Group)

• Lead, mentor, and develop a team of application support analysts to provide exceptional support for all business applications
• Oversee the day-to-day operations of the business systems support team, ensuring timely and effective resolution of incidents
• Manage the end-to-end support lifecycle for business applications, from incident logging to resolution and root cause analysis
• Collaborate with project teams to ensure a smooth and effective transition of new systems and enhancements from development to production support
• Proactively identify opportunities for system improvements, and work with business stakeholders and vendors to implement optimizations and performance tuning
• Develop and maintain a comprehensive knowledge base of business applications, systems, and processes
• Serve as the primary technical point of contact for third-party application vendors to manage and escalate support issues
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the application support function
• Ensure that all support activities are carried out in compliance with company policies and procedures
• Design and implement training plans for initial orientation and continuous development of team members
• Identify potential user training gaps and recommend appropriate programs to increase computer literacy and self sufficiency
• Drive and conduct in-depth root cause analysis (RCA) for recurring or high-impact incidents to identify and implement permanent solutions.
• Design, and where appropriate, develop, robust and scalable solutions, enhancements, or workarounds for identified software issues and performance bottlenecks.

·       At least 5 years of experience in application support and software development, with at least 2 years in a leadership or supervisory role.