Digital Support Manager
Company: KYYBA, Inc
Posted on: March 18, 2023
The Digital Support Manager role will own and drive technical support and maintenance activities on large scale advanced customer facing digital platforms to ensure that service level agreements and customer support objectives are accomplished. This technical leadership role requires a broad understanding of multiple technologies, excellent problem-solving skills, service management best practices, strong time management and exceptional communication skills. The Digital Development Support Manager is the "go to" person for achieving the delivery of operational service levels to customers of digital customer facing applications.
--- Responsibilities include technical management, application management and operations
management for staff and vendors engaging in the day to day support of systems.
--- Monitors all problems and balances between service reliability and cost.
--- Responsible for day-to-day operations of - -portals, reservations systems for electric vehicle launches, and coordinating with internal and external organizations for support of related applications
--- Ability to create and manage teams through application operational lifecycle
--- Ensuring that the agreed IT services are met or exceeded
--- Integration and coordination with multiple internal and external organizations to ensure that the required levels and quality of service are achieved as defined.
--- Producing and maintaining a list of standard IT service options, processes and agreements
--- Ensuring that appropriate IT service continuity plans have been made to support the business and its continuity requirements.
--- Drive and reduce the number and severity of incidents and problems on the business
--- Manage the development of small changes and maintenance to applications
--- Ensure that standardized methods and procedures are used for efficient handling of all system changes
--- Manage and control the installation of changes to IT systems
--- Effectively manage expectations of the customer during the planning and rollout of new releases
--- Direct the day to day activities of 4 to 6 subject matter experts (SMEs) to balance small development projects, expert consulting provided to larger projects and resolving severity 2 and 3 incidents
--- Act as a trusted "technical" advisor and "go to person" for the process owners for application management and supporting technologies.
--- Collaborate with business owners to develop operational and support plans
--- Maintain a profound understanding of business strategies and processes, and their associated applications
--- Own the systems support of all service applications
--- Ensure customer satisfaction
--- Manage the SSR project process along with the Digital PIM and budgets
--- Follow best practice Service Management practices (ITIL), including management of, incidents, problems, availability, and capacity
--- Expertise leading large scale applications and solution architecture on a variety of platforms and services
--- Deep knowledge of information technologies (Database, Business Intelligence, Infrastructure, Networks, Web & Integration software)
--- Broad understanding of technologies and has experience in implementation methodologies, software development life cycle process, and project management
--- Strong Automotive OEM experience
--- Extensive background in designing architectural solutions for large complex programs which results in representation in front of Architecture Review Board (e.g., logical & physical architectures, data classifications/protections, etc.)
--- Proven technical leadership experience
Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.
At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development. -
Kyyba is an Equal Opportunity Employer.
Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.
Medical, dental, vision
Voluntary life and disability insurance
Optional Pre-paid legal plan
Optional Identity theft plan
Optional Medical and dependent FSA
Opportunity for advancement
Long-term assignment with opportunity for hire by client -
Keywords: KYYBA, Inc, Troy , Digital Support Manager, Executive , Troy, Michigan
here to apply!