Mgr, Application Support Jobs

Overview:

The Application Support Manager works closely with Engineering, Product Development, and other business functions, focusing on operational readiness, customer self-service, facilitating insights, and driving improvements to the customer and support agents experience. The Application Support Manager is a deep subject matter expert, advocates for the customer/agent experience, data-savvy influencer, and great communicator. You will ensure delivery of excellent customer support through efficient and accurate handling of the system and general program inquiries, including coordination of Level 1 and 2 application support teams and escalation to the ACAMS Risk Assessment product development team as required to resolve issues.

Essential Duties and Responsibilities:

• Drive support training and readiness for new product/feature rollouts
• Communicate with customers as needed to handle escalated concerns
• Lead a client-facing product support team for the ACAMS Risk Assessment products
• Monitor client cases on an ongoing basis to ensure quality and responsiveness
• Research and update support tickets, customer accounts, downtime, SLAs, etc.
• Respond to customer inquiries and escalations on the telephone and via e-mail
• Create and maintain relevant help center content and self-service tooling to ensure customers who
• Lead the overall strategic direction of the application support

seek help will find a resolution to the most frequently asked questions

• Plan for operational readiness and effectively communicate product launches, features and changes

to customer support agents and other internal teams

• Be the subject matter expert for the customer experience and CS operations
• Help drive product and process improvement with the product support and cross-functional teams,

such as software engineering, product, and DevOps, driving resolution to critical customer defects,

outages, enhancements, and operational improvements

• Develop templates and prepare metrics reports on application performance and availability, ticket

trends, recurring incidents, and how these measurements reflect against target SLAs/SLOs

• Lead incident resolution of major operational Incidents to restore service as soon as possible to minimize business disruption. Ensures responsiveness and resolution meets or exceeds prescribed SLA’s - Lead and participate in the transition plans development for IT projects from delivery to operational readiness via support model definition and knowledge transition activities - Lead incident calls and coordinate activities across Support, Engineering and Operations teams ensuring proper engagement through resolution - Develop and prepares comprehensive post-incident reports that communicate the full extent and impact of service disruptions as well as remedial actions - Work closely with product owners to break down complex customer support problems into organized epics/feature/story backlog and foster strong relationships with business stakeholders, technical management, architects and engineering resources - Help drive plans to ensure stable steady-state production operations Completes other duties as assigned.

Qualifications

• 5+ years’ experience in one or more of the following areas Program Management, Product
• Bachelor's degree or equivalent in Computer Science, Engineering or a related field

Management, Project Management, or Customer Support

• Considerable experience in identifying, developing and executing support initiatives to improve
• Considerable experience in manage call distribution and handling
• Proven experience in improving first call resolution and reducing call handling time

efficiency and overall customer satisfaction

• Experience in tracking support KPI metrics to evaluate individual and overall team performance
• Experience in gathering and compiling business insights and identifying trends from data (metrics,
• Experience in monitoring and reporting support tickets SLAs

surveys, support tickets, call volume, etc.)

• Basic understanding of software development lifecycles including service-oriented approach, CI/CD

and DevOps operations

• Strong user experience focus and experience, preferably with web-based products in the banking

and financial services

• Excellent writing, communications and interpersonal skills. Ability to discuss dynamic situations with
• Experience in working with teams across different time zones

clients with little notice

EEO

We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong

commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic

selves and support laws that prohibit discrimination everywhere we do business. We also maintain a

drug-free workplace

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