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Job Information
Job title

Sr. Manager Back Office Applications

Company Asurion Insurance Services, Inc.
Wage between $0.00 - $0.00 Annually
Location United States, Tennessee, Nashville
Employment type Full Time
Education Bachelor
Year Experience 3 - 4 Years of Practical Experience
Travel Not Specified
Published on 11/6/2009
Description
Sr. Manager Back Office Applications

Primary Responsibilities:
Reporting to the Director of Back Office / ESC Operations, this position is responsible forall aspects of the Back Office Applications - “Running the Business'' and “Changing the Business” (including new deployments, upgrades, and maintenance) .You will partner with the other Sr. Mangers in the Infrastructure Team, as well as Front Office Teams, in order to ensure that we meet or exceed specified SLA’s (99.99 availability, system performance, etc.). You will also build the most flexible (“infinitely scalable”), cost effective operations model possible by partnering with offshore support providers, utilizing cloud computing services, etc.df-tc

Experience/Skills
Qualifications:
· Strong understanding of Microsoft Dynamics AX ERP, and ETL tools (SQL Server Integration Services) with particular emphasis on how to support in a multinational, logistics and repair facility.
· Build out and maintain skilled staff capable of “running/changing” Back Office Applications:
(Optimal blend of offshore/onshore resources to achieve goals at lowest cost)

- Day to Day Management - Simple Upgrades
- Release Execution (Installs) - Release Validation
- IMAC -> HW, Storage, DB - “Privileged Level” Troubleshooting & Validation
- ETL Resolution - Batch Management
- Health Checks - “Repeatable” Infra. Changes (New DB, Design, App, etc.)
- Project Work (New - Release / New Apps)
- Operational Docs - (Flows, Alerts, Troubleshooting Guides, etc.)
- Training for NOC/RTB - Complex Upgrades
- Chronic Issue Resolution - Monitoring Adjustments (Thresholds, etc.)
- Operational Reqs. to Engr. - Automation
- Release Certification - Health Checks (Dev Arch)
- Release Management - Infrastructure Changes (New DB, Design, App, etc.)

· Meet or Exceed all SLA’s (report on metrics monthly)
· Closely Partner with Back Office Product Management /Development Teams/ Operations Personnel to provide holistic support solutions
· Effective written and verbal communication skills
· Ability to run ‘Critical Incident Response” calls – drive fastest possible MTTR
· Ability to “hands on troubleshoot” if required
· Ability to run small to medium-large size projects
· Partner with Senior Manager to develop Annual Budget
· Maintain key relationships with offshore service providers
· Identify and implement continuous improvements, automation opportunities and efficiencies in the organization
· Contribute to daily team workload when necessary
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