Senior IT Manager - Application Support
Job Description
Senior IT Manager Application Support
This global position is a key member of the Cree Extended IT Leadership Team responsible for incident management, problem resolution, enhancement support, and tactical project support. This leader will serve as our primary client interface to our Application Managed Services (AMS) partner. Accountable for establishing support policies; compliance with policies and procedures; ensuring the maximum return on investment of application systems; fostering a continuous improvement environment; and development of IT personnel. This Application Support Team has sole accountability for service delivery of the Cree application systems. Contributes actively as a member of the extended ITLT to the overall development and delivery of IT capabilities required to support business growth and provide a competitive advantage through the use of technology to Cree. Works closely with Enterprise Systems, Digital Systems, Information Management, and Service Desk.
What can Cree do for you?
Provide a high visibility role focusing on transformational leadership
Showcase your skills at the global enterprise level
Provide career growth opportunities within a thriving organization
What can you do for Cree?
Lead a high performing team of global Application Support Business Analysts that interface directly with end-users to provide support in accordance with service levels
Maintain responsibility for understanding and leading operational aspects of Cree systems and related applications
Establish, maintain, and enforce all operational processes, standards, procedures and practices such as incident/problem management, change control process, minor enhancement process, major incident processes based on ITIL in a 24x7 environment
Provide project management for minor projects and initiatives
Define and implement service levels, and ensure effective support tools are in place
Manage service vendors for break/fixes
Understand and review action plans for planned (including upgrades) and unplanned changes
Implement daily/monthly operational reports to identify trending issues/gaps, capacity issues/risks including those related to AMS support
Facilitate meetings with technology, business/functional, and partner teams to obtain feedback on performance and capacity resolutions, workarounds, and enhancements to ensure that performance or capacity issues are being addressed in a timely manner
Partner with Solution Delivery and Planning/Architecture colleagues in identifying necessary enhancements and solutions to meeting the processing capacity and stability needs of production
Ensures adherence to IT Architecture principles and guidelines
Part of Cree IT Extended Leadership Team focused on strategic transformation efforts
What you need for success?
Bachelor's Degree in Computer Science or related field
Minimum of 5 years of experience in a global team lead role supporting core business systems
Demonstrated experience leading support team made up of onshore resource, offshore resource, and application managed services
Systems support management experience in a manufacturing environment demonstrating a proven project and process management skill set
Strong quality assurance and delivery skills
Strong problem solving and decision making skills with excellent written and verbal communication
Proven track record in building, engaging and leading teams with the ability to deliver
Demonstrated experience developing and maintaining productive relationships with key clients, stakeholders, and technology partners
Outstanding people leadership and development skills
Experience managing 3rd party vendor relationships is essential
Experience in managing geographically disbursed teams
General knowledge of all IT disciplines and technology platforms including ERP (Oracle EBS), CRM (Salesforce.com), and MES systems
Ability to work within a 24/7 environment across multiple time zones
Highly preferred skills and certifications
Experience with manufacturing, ideally in the Industrial Electronics and Electrical Equipment industry
Overview
Since our beginning 30 years ago, we have introduced innovative and disruptive solutions that enable a more efficient, productive and safer world. We continue our leadership in developing market-leading lighting-class LEDs, lighting products and semiconductor products for power and radio frequency (RF) applications. We believe in unlocking the power and potential of technology, enabling the world to do more with less. We aim to transform the way people experience light and are also leading the innovation of Power/RF products that move us toward a more energy efficient future. Be part of our future and have a direct impact while working for an organization that provides a place to work alongside brilliant people, a competitive total rewards package, and a problem solving culture. We invite you to submit an application if you feel we would be a good fit. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Senior IT Manager Application Support
This global position is a key member of the Cree Extended IT Leadership Team responsible for incident management, problem resolution, enhancement support, and tactical project support. This leader will serve as our primary client interface to our Application Managed Services (AMS) partner. Accountable for establishing support policies; compliance with policies and procedures; ensuring the maximum return on investment of application systems; fostering a continuous improvement environment; and development of IT personnel. This Application Support Team has sole accountability for service delivery of the Cree application systems. Contributes actively as a member of the extended ITLT to the overall development and delivery of IT capabilities required to support business growth and provide a competitive advantage through the use of technology to Cree. Works closely with Enterprise Systems, Digital Systems, Information Management, and Service Desk.
What can Cree do for you?
Provide a high visibility role focusing on transformational leadership
Showcase your skills at the global enterprise level
Provide career growth opportunities within a thriving organization
What can you do for Cree?
Lead a high performing team of global Application Support Business Analysts that interface directly with end-users to provide support in accordance with service levels
Maintain responsibility for understanding and leading operational aspects of Cree systems and related applications
Establish, maintain, and enforce all operational processes, standards, procedures and practices such as incident/problem management, change control process, minor enhancement process, major incident processes based on ITIL in a 24x7 environment
Provide project management for minor projects and initiatives
Define and implement service levels, and ensure effective support tools are in place
Manage service vendors for break/fixes
Understand and review action plans for planned (including upgrades) and unplanned changes
Implement daily/monthly operational reports to identify trending issues/gaps, capacity issues/risks including those related to AMS support
Facilitate meetings with technology, business/functional, and partner teams to obtain feedback on performance and capacity resolutions, workarounds, and enhancements to ensure that performance or capacity issues are being addressed in a timely manner
Partner with Solution Delivery and Planning/Architecture colleagues in identifying necessary enhancements and solutions to meeting the processing capacity and stability needs of production
Ensures adherence to IT Architecture principles and guidelines
Part of Cree IT Extended Leadership Team focused on strategic transformation efforts
What you need for success?
Bachelor's Degree in Computer Science or related field
Minimum of 5 years of experience in a global team lead role supporting core business systems
Demonstrated experience leading support team made up of onshore resource, offshore resource, and application managed services
Systems support management experience in a manufacturing environment demonstrating a proven project and process management skill set
Strong quality assurance and delivery skills
Strong problem solving and decision making skills with excellent written and verbal communication
Proven track record in building, engaging and leading teams with the ability to deliver
Demonstrated experience developing and maintaining productive relationships with key clients, stakeholders, and technology partners
Outstanding people leadership and development skills
Experience managing 3rd party vendor relationships is essential
Experience in managing geographically disbursed teams
General knowledge of all IT disciplines and technology platforms including ERP (Oracle EBS), CRM (Salesforce.com), and MES systems
Ability to work within a 24/7 environment across multiple time zones
Highly preferred skills and certifications
Experience with manufacturing, ideally in the Industrial Electronics and Electrical Equipment industry
Overview
Since our beginning 30 years ago, we have introduced innovative and disruptive solutions that enable a more efficient, productive and safer world. We continue our leadership in developing market-leading lighting-class LEDs, lighting products and semiconductor products for power and radio frequency (RF) applications. We believe in unlocking the power and potential of technology, enabling the world to do more with less. We aim to transform the way people experience light and are also leading the innovation of Power/RF products that move us toward a more energy efficient future. Be part of our future and have a direct impact while working for an organization that provides a place to work alongside brilliant people, a competitive total rewards package, and a problem solving culture. We invite you to submit an application if you feel we would be a good fit. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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