Senior Support Manager

Há 5 dias

Palhoca, Brasil McFadyen Digital Tempo inteiro

Company Description

McFadyen Digital is a global Digital Commerce Agency with a 30-year history of innovation for more than 250 of the world’s top brands. We deliver digital commerce, marketplace, digital marketing, and user experience services from our offices in North America, South America, and India. Across all practices, we help our clients reach their goals by ensuring that technology is implemented strategically and adopted in a way that meets their business objectives.

**Job Description**:
McFadyen is looking for a Sr. Application Support Manager:
**Responsibilities**:

- Develop relations with McFadyen's clients' stakeholders and the outsourced service providers.
- Arrange, assign, adjust and monitor shifts to provide McFadyen's clients with the appropriate support coverage.
- Collaborate with management to improve and customize reports related to production support.
- Prioritize issues raised and resolve them accordingly.
- Coordinate escalation and resolution of major service issues.
- Report promptly to management and clients regarding critical outages until resolution.
- Manage offshore, outsourced resources according to SLAs.
- Allocate resources to resolve problems/incidents.
- Manage the development of bug fixes and code in accordance with the acceptance criteria established by McFadyen's clients.

**Qualifications**:

- Bachelor's Degree in Computer Science or similar IT-related fields.
- Business, management, and leadership skills. Customer service orientation, problem-solving skills, attention to detail, and proactivity.
- Six to ten years of experience supporting the production of mission-critical information systems.
- Experienced in managing software development and quality assuring teams.
- Experience supporting eCommerce solutions is a plus (experience with Adobe Magento is highly desirable).
- Experience with Agile methodologies.
- Able to understand, explain and present complex ideas to audiences at all levels persuasively.
- Ability to interpret and convey complex, difficult, or sensitive information.
- Ability to provide direction and mentor less experienced teammates.
- Familiarity with messaging systems and build tools like Git, Jenkins and Jira.
- APIs and microservice architectures.
- Relational databases (SQL, stored procedures, data modeling).
- Application software coding and scripting.
- Telecommunication systems, standard IT hardware, and equipment.
- Fluent English is required

**Working conditions**
- 100% remote position. If eventual travels are required, it will be equal to or less than 4 hours per month.
- 40 working hours per week according to the Brazilian business hours and holidays.
- Since the support teams are assigned to work on shifts and in stand-by mode covering 12 x 7, depending on ticket severity, the Application Support Manager may be required to do some active work hours on holidays, weekends, and nights to support the client and manage the team.
- Eventual stand-by hours will be remunerated as such.

Additional Information
**Core values**:Client Focus, Owning the Outcome, Adaptability, and Collaboration.

**Keywords**:e-commerce, marketplace, ATG, Oracle, Mirakl, support, remote job, remote, manager, project, hiring, marketplaces, Magento

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