Global Applications Support Manager

Job Description

Global Applications Support ManagerHewlett Packard Enterprise is an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the worlds leading technology companies and provides wired and wireless networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure.HPE IT is undergoing an extensive transformation program to deploy state of the art systems like Hybrid Cloud, S4 HANA, and data analytics platforms. HPE has both legacy and new technology in its application landscape.The Global Applications Support Manager will be responsible for the overall management and delivery of support build and operations for global HPE applications based on targeted outcomes. For this, the Manager will manage a multi-vendor support delivery model and will work across all HPE IT stakeholder teams to maintain reliable applications operations working very closely with various business units and leaders. The Manager will manage the outcome of the operations based on meeting/exceeding defined SLAs and set goals for operational excellence such as reduction/prevention of incidents and MTTR through proactive problem management, automated analytics and self-healing.Leading a multi-vendor operation, the Manager will drive standardization of support processes including but not limited to Incident Management, Problem Management, Root Cause Analysis and Service Transition.This role will require extensive leadership and excellent communication skills to manage both HPE IT team members as well as vendor teams in a fast-paced and global environment.This role will assess the health of assigned application portfolio, manage SLA, and lead contract extensions/adjustments.Responsibilities

• Develop a thorough understanding of HPE applications landscape to effectively manage applications support operations
• Manage multi-vendor global application support through process standardization and defined SLAs
• Manage vendors performance based on defined SLAs and operational goals
• Manage day-to-day applications support operations activities working closely with various vendors responsible for support of different applications. This includes but not limited to resolution of applications incidents within the agreed upon SLAs.
• Manage and lead HPE IT team members to establish internal capabilities for global application support operations
• Ensure all application support vendors follow the established application operations processes
• Ensures vendor and partner contracts are executed to the terms of the contract
• Work directly with different business units to establish and own communication cadence and manage relationship with to deliver measurable services. This may include regularly scheduled meetings to review and discuss applications operations SLAs as well as understanding business unit needs for better service delivery.
• Work directly with business units to review small enhancements requests and schedule delivery of them according to availability of support resources
• Lead and manage operational excellence programs/initiatives targeting overall improvement in system stability and reliability. This will include regular analysis and review of incidents and service request to identify trends and improvement plans for different applications.
• Actively participate and help manage Major/Critical Incident events to minimize/eliminate business impact
• Actively participate and manage the completion and/or review of root cause analysis for Major/Critical Incident
• Actively participate and manage completion and/or review of the problem tickets to resolve underlying systems issues
• Facilitate creation and/or update to the ServiceNow custom reports
• Work with application support vendors to identify opportunities and implementing solutions to reduce ticket volumes through automation and other continuous improvement opportunities
• Establish, maintain and manage relationships with applications leaders and Business Relationship Managers within their area of responsibilities
• As needed define and/or refine Applications Support processes leveraging industry standard ITIL and other frameworks
• Manage and/or work directly with application support vendors for transition of new applications operations into steady state
• Manage operational excellence programs/initiatives targeting overall improvement in system stability and reliability
• Work collaboratively with vendors and jointly manage operational excellence initiatives (e.g., AIOPs, prevention and/or self-healing of incidents)
• Review and manage operations spend with partners
• Propose new contract extensions/adjustments and finalize contracts in partnership with the vendor management team
• Continuously improve financial efficiencies of application portfolio
• Engage and contribute to Disaster Recovery activities
• Working with vendors ensure all required run books are available and up to date
• Lead and coordinate change management communication and coordination activities across IT. This includes but is not limited to managing change communication and ensuring that all required IT teams/stakeholders have planned for their activities accordingly (e.g., implementation, testing, monitoring etc.).

Education and Experience

• Typically a Bachelor s degree or equivalent experience and a minimum of 10 years of related IT leadership experience

Knowledge and Skills

• Strong written and verbal skills.
• 10 years of experience managing vendor and IT resource relationships.
• Minimum 5 years of management experience in hiring, training and retaining IT staff. Experience in working with defined processes.
• Extensive experience in managing 24/7 global application support operations
• Minimum 10 years of managing global ERP operations such as SAP S/4
• Extensive experience with ITIL framework definitions and process improvements for delivering IT Services.
• Familiarity and working experience with HPSM and ServiceNow

Complexity

• Works across a significant number of the suppliers, functions, and geographies to ensure their needs are met.
• Careful balance between vendor expectations and HPE s interests

#GlobalITIN1083154HPE is an equal opportunity employer/Female/Minority/Individual with Disabilities/Protected Veteran Status,

Keyskills :
vendor managementroot causetechnical supportroot cause analysissalessteady statecustomer relationsit leadershipdeliveryslahybrid clouddata analyticsglobal application supportitil frameworkbusiness units