JOB PROFILE: Maintenance Manager, Technical Service

JOB LOCATION: Plano, TX

JOB SUMMARY: The Maintenance Manager, Technical Service is an essential role key within our organization, responsible for ensuring the seamless operation and stability of our critical business applications. This position involves leading a dedicated team of support professionals, managing incidents, and implementing proactive measures to enhance system reliability and performance.

In this role, you will be the primary point of contact for all application-related issues, working closely with development, infrastructure, and business teams to resolve problems efficiently and effectively. You will oversee the monitoring of application performance, identify potential issues before they impact users, and drive continuous improvement initiatives to optimize our application environment.

This role is responsible for developing and implementing best practices and processes for application support and ensuring compliance with security policies, data protection regulations, and industry standards. Regular reporting on application performance, incidents, and improvements will be a key part of your responsibilities, providing valuable insights to senior management.

A critical aspect of this role is managing Key Performance Indicators (KPIs) to measure the effectiveness and efficiency of the application support team. You will establish, monitor, and report on KPIs such as incident resolution time, system uptime, and other technical KPIs are met. By analyzing these metrics, you will identify areas for improvement and implement strategies to enhance overall performance.
This role requires a strong technical background, excellent problem-solving skills, and the ability to work in a fast-paced, dynamic environment. You will need to be adaptable, proactive, and able to manage multiple priorities effectively. Participation in an on-call rotation and providing after-hours support as needed will also be part of your duties.
MAJOR DUTIES AND RESPONSIBILITIES:

• Demonstrate excellent communication skills, capable of conveying complex information clearly and effectively to various stakeholders.
• Responsible for achieving application-related and project-specific contractual KPIs and clearly communicating with internal clients, including Program Managers and Project Managers, regarding compliance.
• Lead and manage the application production support team for assigned projects, ensuring high performance and effective service delivery.
• Monitor application performance and availability, proactively identifying and resolving issues to maintain system stability.
• Implement ITIL best practices for incident, problem, and change management to improve service delivery
• Manage incident response, including troubleshooting, root cause analysis, and resolution to minimize downtime.
• Collaborate with development, infrastructure, and business teams to ensure seamless application operations and support.
• Develop and implement processes and best practices for application support and maintenance.
• Prepare and present regular reports on application performance, incidents, and improvements to internal clients and senior management.
• Ensure compliance with security policies, data protection regulations, and industry standards.
• Establish, monitor, and report on Service Level Objectives (SLOs) to measure the effectiveness of the support team.
• Ensure that the support team adheres to SLOs, taking corrective actions when performance falls short.
• Provide mentorship, training, and performance evaluations to support team members.
• Participate in on-call rotation and provide after-hours support as needed to ensure continuous application availability.
• Drive continuous improvement initiatives to optimize the application environment and enhance system reliability.
• Perform other assigned duties.

REQUIRED SKILLS:

• Advanced Excel, Word, Power BI, SharePoint, Outlook, Teams, and Power Point skills required
• Proficiency with ITSM platforms
• Proficiency with IT monitoring platforms

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Proven experience in application production support or a similar role.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Familiarity with ITIL processes and best practices.
• Experience with monitoring tools, incident management systems, and application performance management.
• Ability to work in a fast-paced, dynamic environment.
• History of developing innovative and creative problem-solving approaches to improving various aspects of maintenance performance including technical, personnel, and business
• Strong technical research skills
• Strong written and verbal communication skills
• Strong attention to detail and organizational skills

EDUCATION & EXPERIENCE:

• Bachelor of Business, Science, Industrial Engineering, or Technology Management degree preferred
• ITSM configuration/utilization experience, preferably with Freshservice
• Minimum of five years' experience as a manager

SUPERVISORY RESPONSIBILITIES
The manager partners within the organization to attract and retain top professional services leadership and talent, ensuring the team is appropriately staffed and fully utilized. They are responsible for engaging employees, helping them understand their career opportunities, and overseeing the development and training of their team members.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.

Travel may be required.