Job Description :
Title: App Support PM [BizID#6114]
Job Location: Bothell, WA
Type: Contract
Industry: Telecommunication
Duration: Long term

Essential Job Duties:
Lead the portfolio related to Application support function, identify requirements/expectations for the support team to align with business objectives.
Improve, streamline and standardize business application support processes leveraging capabilities of internal and external stakeholders along with effective use of IT service management tools.
Lead projects for standardization and optimization of business application support processes to drive effective execution.
Evaluate and implement software tools to proactively monitor application performance and availability for continuous improvement.
Collaborate with IT Service Desk management to develop a robust process for handling of application support issues.
Develop and implement escalation procedures to reach out to appropriate teams for timely resolution.
Ensure that the root causes of application systems failures are identified and the appropriate follow-up actions are taken to prevent the recurrence. Provide reports to key stakeholders regarding issues, actions/escalations, etc.
Develop an effective metrics for measuring and reporting application performance, uptime and availability to drive discussions towards establishing service level agreements with stakeholders.
Regularly reports against SLAs and objectives and ensures both IT senior management and the business are kept proactively informed of Application Support metrics.
Identify and Manage support related training needs for both internal and external users as well as appropriate Helpdesk personnel.
Develop an offshore application support team extension to provide around the clock support coverage.
Assume other related duties as assigned.

Basic Qualifications
Education & Experience:
Bachelor''s Degree information Systems or equivalent combination of education and experience.
7+ years of experience with Enterprise application support with at least 3 years managing direct reports, including staff management, talent evaluation and mentoring.

Knowledge/Skills/Abilities:
Experience leading IT technical application support teams at an enterprise level.
Demonstrated track record of leading IT support teams at enterprise level and improving both internal and external stakeholder experience.
Experience with leading change and implementing continual improvement processes.
Ability to manage multiple deliverables in a highly energized and complex application environment.
Solid understanding of ITSM and metrics analysis.
Strong technical, logical, analytical, and problem-solving skills.
Strong written and oral communication skills.
Stretch Attitude

Preferred Qualifications:
ITIL Certification or strong foundational knowledge would be a plus.
Experience with ITSM Service Management tools like Service Now would be a plus.

Client : Telecommunication