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Digital Support Manager

NTT DATA, Inc.
United States, Michigan, Auburn Hills
September 05, 2023

Req ID:226189

NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Digital Support Manager to join our team in Auburn Hills, Michigan (US-MI). (Hybrid)

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:

  • Responsibilities include technical management, application management, and operationsmanagement 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 vw.com 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 in the business
  • Manage the development of small changes and maintenance to applications
  • Ensure that standardized methods and procedures are used for the efficient handling of all system changes
  • Manage and control the installation of changes to IT systems
  • Effectively manage the 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.


Requirements:

  • Minimum of 10 years experience of direct experience with advanced technologies including a minimum of 5+ years as a technical architect
  • Minimum 7 years experience in development including a minimum of 3+ years leading development resources
  • Expertise leading large-scale applications and solution architecture on a variety of platforms and services
  • Experience in the concepts and methodologies of enterprise architecture
  • Deep knowledge with hands-on experience of information technologies and frameworks (Database, Business Intelligence, Infrastructure, Networks, Web & Integration software, Java/J2EE, Web Services, JavaScript, etc.)
  • Broad understanding of technologies and experience in implementation methodologies, software development life cycle process, and project management
  • Excellent planning and organization, project management, and time management skills
  • Strong problem-solving and negotiation abilities
  • Ability to inform, educate and influence managers and employees to support goals and initiatives
  • Exceptional written, verbal, and presentation skills are necessary to effectively convey goals and initiatives to staff and management
  • Knowledge of the vendor market and possess existing relationships
  • Strong integration background
  • Detail design background based on technologies listed under technical experience
  • Strong Automotive OEM experience
  • Extensive background in designing architectural solutions for large complex programs which results in representation in front of the Architecture Review Board (e.g. logical & physical architectures, data classifications/protections, etc.)
  • Extensive background in leading large and complex development initiatives
  • Senior development experience
  • Proven technical leadership experience
  • Proven experience leading development teams (design-implementation)
  • Acted as development mentor to technical teams
  • Experience leading technical troubleshooting including bug fix remediation
  • Experience with Application Performance Management and Web Site Performance Monitoring tools, application usage analytics, and reports.
  • Deep understanding of modern security frameworks and specifications (Oauth2, OIDC, 2FA, etc), understanding of GraphQL-based API development with Apollo or similar products, Knowledge, and understanding of CI/CD processes and tools (like Jenkins)
  • Willing and ready to get hands-on code development with dev team for developing and troubleshooting and fixing the defects.
  • React JS, Node, Typescript, and Micro-frontend UI frameworks experience is a plus

Education Requirements:

  • Bachelor's degree required (Computer Science, Engineering, or related discipline). Master's degree in a technical discipline preferred.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud, and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regard to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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