Senior Application Support Manager

hace 2 semanas

Bogotá, Colombia SGS A tiempo completo

**Company Description**

SGS is the world’s leading company in inspection, verification, testing, training, and certification. It is recognized as the global benchmark for quality and integrity, with over 95,000 employees and a network of more than 2,400 offices and laboratories around the world.

As a key member of the IT Corporate team, you will partner with business and functional leaders to drive system improvements, manage escalations, and oversee service delivery. You will lead a team of support analysts, manage vendor relationships, and ensure compliance with SLAs while promoting continuous improvement and innovation.

**Key Responsibilities**

**Leadership & Team Management**

- Lead, mentor, and develop a team of Application Support Analysts.
- Set performance goals and conduct regular evaluations.
- Ensure timely resolution of escalated issues.

**Service Delivery & Oversight**

- Oversee daily support operations and ensure SLA adherence.
- Manage external vendors and monitor performance.
- Conduct service reviews and implement quality improvements.

**Stakeholder Engagement**

- Serve as the main contact for business stakeholders.
- Facilitate service meetings and communicate with senior management.
- Collaborate with project teams to ensure support readiness.

**Process & Continuous Improvement**

- Drive improvements in incident, problem, and change management.
- Maintain knowledge bases and training materials.
- Promote best practices in testing and documentation.

**Strategic Planning**

- Contribute to support service roadmaps.
- Identify opportunities for automation and optimization.
- Support budgeting and resource planning.

**Qualifications**

- Bachelor’s or Master’s degree in IT, Computer Science, or related field.
- Strong expertise in **Oracle EBS R12** and **Oracle Fusion Cloud**.
- Proven experience managing external service providers and cross-functional teams.
- Solid understanding of **ITIL** and service management frameworks.
- Experience in business analysis, testing, and deployment planning.

**Required Skills**:

- Excellent leadership and team-building capabilities.
- Strong analytical and problem-solving skills.
- Exceptional communication and stakeholder management.
- Ability to manage priorities in a dynamic environment.
- Proficiency in incident tracking, documentation, and reporting tools.

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