Sr Manager - Application Support

Brookfield, Wisconsin

Date Posted: 6/9/2021

Job Snapshot

Employee Type: Full-time
Job Type: IT
Date Posted: 6/9/2021

Job Description

Sr Manager -- Application Support

Milwaukee Tool, an industry-leading manufacturer of heavy-duty power tools, accessories and hand tools for professional users worldwide is looking for talented, enthusiastic, and motivated candidates with strong application support leadership and experience. Come join the IT Team behind the most exciting and innovative tool company in the world and join the REDvolution.

Duties and Responsibilities:

  • Drive world-class IT support (response, remediation, communication) and best practices globally across all operations 7x24
  • Lead the application support team ensuring adequate coverage for business operations, updating resource planning, creating integrated support processes, and continuous improvement
  • Build strong collaborative relationships with peers, key business engagement owners, other IT service owners, and business units
  • Leverage and improve existing operating metrics and KPI's that inspire goal setting and foster excellence in delivery to business requirements and strategies
  • Drive development of the application support teams through structured and active engagement with employees
  • Ability to pick up new technical concepts quickly and cover a broad area of technical knowledge
  • Manage the support of applications transitioning out of project stabilization into operational support
  • Serve as the overall escalation point for all Tier I critical applications at Milwaukee Tool and Manage the ongoing maintenance and supportability of the application portfolio
  • Lead the incident management function relative to applications
  • Deliver effective and informative updates to key stakeholders during critical incidents
  • Engage and manage vendors as needed for incident management and delivery of support
  • Demonstrate leadership and critical thinking skills in support of the team to resolve incidents impacting business areas
  • Provide input into Milwaukee Tool's ITSM system representing the application support teams.
  • Ensure that incidents are properly categorized and regularly review operating reports and improvement opportunities with the team, leadership, and operations business partners.
  • Actively participate and engage in the problem and change management processes
  • Develop a three-year road map for delivery of application support to the business inclusive of enterprise level transformational projects and development of cost effective alternatives
  • Collaborate with Solutions Delivery and technical support teams to produce documentation including process maps and workflow documents
  • Participate as a SME in projects as assigned
  • Project Manage projects as needed
  • Other duties as required

Education and Experience Requirements:

  • Bachelor's Degree in Management Information Systems, Business Administration with an emphasis in technology or equivalent professional experience
  • Customer service mindset and ability to manage challenging situations
  • ITIL Foundations or more advanced level of ITIL certification
  • Minimum 2 years as a Sr. Manager / 5 years as a manager of an application support organization
  • Ability to manage multiple concurrent activities with time constraints
  • Strong organizational skills and ability to negotiate and maintain priority
  • Strong professional written, verbal, analytical and interpersonal skills and ability to communicate at all levels
  • Strong troubleshooting skills
  • Understanding of core business processes such as order to cash, procure to pay, or finance is a plus
  • Technical Competencies
    • ERP/ WMS
      • Microsoft Dynamics AX 2012 R2 a plus
      • Oracle ERP support experience a plus
    • SAP Commerce (Hybris)
    • ServiceNow
    • Mulesoft / Enhanced Integrated Framework (EIFQ) (integrations)
    • .Net Applications
    • Flintfox
    • Experience with SQL and SQL Server Management Studio is preferred


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