Manager, Application Support Job at Verra Mobility
Who we are...:
Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.
Position Overview:
Verra Mobility is seeking an Application Support Manager to lead a team of Engineers and Support Analysts to provide customer onboarding and application support services to ensure customer success and performance SLAs.
Essential Responsibilities:
- Lead engineering team by hiring, coaching, managing, and supporting a team of Engineers and Application Support Analysts
- Manage intake requests, capacity, KPIs, and SLAs
- Keep both stakeholders and team informed on status, issues, and risks; manage stakeholder expectations
- Manage team performance and provide mentorship and development guidance
- Establish application support process and SLAs
- Analyze and resolve technical and application problems
- Provide technical assistance by responding to inquiries regarding errors, problems, or technical questions; train end users and technical support staff as required
- Monitor application health/performance, identify issues and risks, and contribute to roadmap prioritization and tech debt reduction
- Support SOX and other compliance requirements by gathering evidence and ensuring team adhere to policy
- Understand full life cycle development including data modeling, database architecture and development, unit testing and product support
- Collaborate with IT, Engineering, Product, Operations, and customers to solve application issues
- Contribute to the implementation of improvements across organization product base
- Participate in peer-reviews of solution designs and related code
- Bachelor’s degree in Engineering, Computer Science, or a related field
- 5+ years of experience managing Engineering or IT support teams
- Knowledge of software programming, SQL, AWS, Azure
- Experience applying service manage frameworks and practices
- Ability to make decisions independently and to assume higher-level leadership responsibilities in critical situations
- Proven problem-solving, project/task management skills
- Strong debugging skill
- Strong and effective inter-personal and communication skills and the ability to interact professionally with a diverse group of clients and staff
- High energy, confident, and self-motivated
Do What’s Right – We’re committed to doing the right thing for each other and for our customers – integrity is our DNA.- Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.
- Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.
- Win Together – We are ambitious and like to win, but we know we win more when we include others and work together
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