Manager Application Services

Recruiter
PVH
Location
Bangalore, India
Posted
14 Sep 2021
Closes
19 Sep 2021
Ref
R24067
Function
Technology
Level
Manager
Hours
Full Time
POSITION SUMMARY:

He/she is a dynamic and self-motivated individual with experience and skills in developing and managing enterprise-wide application support team and services. He/she will possess strong leadership with excellent communication skills.

This role will lead and develop the global application support teams providing support to existing and future ERP & global supply chain systems that serve PVH internal and external partners within our supply chain. This is an end-user facing role managing the application support services to ensure excellent end user experience and satisfaction while using our systems.

The role requires collaboration with partners across the globe in various time zones like GTM, HKT, JST, EST. Candidate must be able to balance work plan to ensure close coordination in various time zones.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

Develop and lead the global application support team and services Provide application support to end users comprise of PVH internal users and external partners (within our supply chain) base on agreed Service Level Agreement (SLA). Work with other IT teams and vendors for incidents resolutions. Take ownership of end users incident tickets to keep track of tickets status and follow through to ticket closure. Analyze incident tickets and statistics to determine root cause and training needs. Report application support KPI to the IT leadership on a regular basis including statistical analysis, continuous improvement of action plans and SLA. Document all applications issues, incidents and problems; develop and maintain a knowledge base of application support cases and solutions. Participate during project phase to determine support plan and resourcing needs to ensure adequate support staffing for our systems. Improve support efficiency and productivity by highlighting deficiencies and recommending changes in tools, training, processes, and reporting. Continuously review and refine the support model, capacity and resources to ensure our support services is running at optimum level. Develop, plan, execute and refine training programs for super users of supply chain systems. Work with system owners to drive system improvement plan based on experience and analysis gained from application support history. Work closely with other application support counterparts within the global TPG/IT team to ensure the support model (structure and process) is consistent and extensible within a global framework. Lead the Application Support team in achieving established goals and departmental objectives. Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job goals; coaching, counseling, and disciplining employees; and developing, coordinating, and enforcing systems, policies, procedures, and productivity standard.

INTERNAL & EXTERNAL CONTACTS:

Internal: Candidate will interact with internal PVH end users and various IT team globally on daily basis

External: Candidate will interact with external supply chain partners and software vendors and partners

SUPERVISORY RESPONSIBILITIES:

Direct: 10+

Indirect: Responsible for deliverables from vendors/partners.

ENVIRONMENT: Must be able to work in a dynamically shifting, fast paced environment and handle concurrent tasks.

QUALIFICATIONS & EXPERIENCE:

Experience
  • Minimum 8 years of strong experience in enterprise application support, supply chain related applications such as ERP, GT Nexus, VMS, Manhattan DOM.
  • Minimum 5 years of experience managing sizable team
  • Experience and knowledge of SAP environment
  • Experience managing technical helpdesk is a strong advantage
  • Experience in using IT Service Management tool such as ServiceNow and JIRA is a strong advantage
  • Working experience in the MNC environment, including IT Services firm is highly preferred

Education:
  • Strong computing background
  • ITIL related certification is a must
  • Any certifications related to SAP is an added advantage

Skills:
  • Excellent written and verbal communication skills and an ability to maintain a high degree of professionalism in all communications
  • Excellent verbal and written English.
  • Fast learner with good analytical, problem solving, communication and presentation skills
  • Project management skills - ability to plan and manage successful projects, including management of risks, costs, time, and team, is a strong advantage
  • The candidate must possess strong learning agility, leadership and drive for execution.

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