Vacancy expired!
Genesis10 is seeking a
Platform Support Manager for a Direct Hire - Perm opportunity in Austin, TX At Genesis10, we recognize that our consultants are our most powerful resource. Selecting only the most talented and experienced consultants provides our clients with the best the industry has to offer. We take pride in attracting the world's finest business and technology consultants. Genesis10 is a business and technology consulting company with offices nationwide and in Canada. Founded in 1999, Genesis10 has more than 1,200 consultants specializing in project management, business analysis, business transformation and large-scale systems infrastructure and application integration for more than 100 companies, 85% of which are in the Fortune 500. Genesis10 services a variety of industries including banking and financial services, insurance, energy, manufacturing, healthcare, telecommunications and more. For more information, please visit www.genesis10.com . Genesis10 is currently seeking a Platform Support Manager for a Direct Hire - Perm opportunity with a company in the Austin, TX area.Responsibilities The Platform Support Manager is responsible for managing the RMS Support Staff that handles resolution of incidents, service requests and New Project initiatives for CLIENT SaaS, PaaS, and Integrated Application Systems. This position reports to the RMS Assistant Director of Strategic Initiatives and Operations Support and oversees 4 primary Business Units within Risk Management Services to include Risk Solutions; Auto Liability & Property; Underwriting & Marketing and Workers Compensation. Duties- Provide oversight and management of Platform Support Analysts Team and support of RMS portfolio of Service Request, Project Initiatives and Vendor Performance Management.
- Responsible for providing day to day technical direction and oversight for RMS Business Units; management and prioritization of service requests and Platform defect resolution. Strong Management and coordination with CLIENT internal IT teams and Vendor Partners required daily.
- Provide testing support for Vendor major/minor SaaS Releases, Integrated System Upgrades, and patches for RMS core application systems.
- Experience with documenting/maintaining Standard Operating Procedures (SOP) manuals for Core Staff and Business Unit SMEs, including training documentation and Vendor Dashboard Reporting on SLAs and KPIs.
- Responsible for documenting RCAs on P1/S1 raised by Business Units; IT and Vendor Partners. Oversee and manage the analysis of trending technical issues/problem logs and provide recommendations/solutions to Business Units and IT to reduce overall BU System Down time.
- Cross train with other Platform Systems Analysts; IT Support Staff and Strategic Vendor Partners.
- Responsible review/audit of CLIENT Platform Security; User Access Administration for each Business Unit including RMS Core Systems and SaaS and PaaS platforms.
- Analyze, evaluate the workload of each Support Analyst, and ensure knowledge across all systems is transparent and uniform.
- Coordinate and manage meetings with Business Units and Subject Matter Experts (SMEs) on daily basis for functional requirements gathering and technical problem solving for defects/incidents raised in CLIENT ticket system.
- Perform and manage weekly team reviews; annual performance evaluations of staff and outline improvement areas that require corrective action. Assess system knowledge of staff and outline training classes required to improve performance of their role.
Vacancy expired!