We are looking for Digital Support Manager.

Skillset/Role: Digital Support Manager

Location: AS Troy (USTR)

Duration: 12 Months

Job Responsibilities

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 include technical management, application management and operations

management 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 on the business
• Manage the development of small changes and maintenance to applications
• Ensure that standardized methods and procedures are used for efficient handling of all system changes
• Manage and control the installation of changes to IT systems
• Effectively manage 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

Technical Experience

• Expertise leading large scale applications and solution architecture on a variety of platforms and services
• Deep knowledge of information technologies (Database, Business Intelligence, Infrastructure, Networks, Web & Integration software)
• Broad understanding of technologies and has experience in implementation methodologies, software development life cycle process, and project management
• Strong Automotive OEM experience
• Extensive background in designing architectural solutions for large complex programs which results in representation in front of Architecture Review Board (e.g., logical & physical architectures, data classifications/protections, etc.)
• Proven technical leadership experience

Job Type: Contract

Salary: $40.00 - $45.00 per hour

Schedule:

• 8 hour shift

Experience:

• Digital Support Manager: 2 years (Preferred)
• Automotive: 2 years (Preferred)
• electric vehicle: 3 years (Preferred)

License/Certification:

• ITIL Certification (Preferred)

Work Location: Remote

Speak with the employer
+91 6694008318

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