ICC Operations amp Support Manager- PVH Corp.

Profile

POSITION SUMMARY: 

This position will be responsible for leading and managing Integration Operations & Support team and their services within TPG’s Integration Competency Center (ICC). This position requires strong leadership abilities paired with a strategic outlook towards building a scalable support processes, tools and KPI’s for Integration Capability at PVH

This role will lead and develop the global support organization for ICC providing end user support to existing and future integration platform & applications that serve PVH internal and external partners. This is an end-user facing role managing the integration 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 viz., HKT, JST, EST. Candidate must be able to balance work plan to ensure close coordination in various time zones.  The candidate also sets the technology best practices and processes around integration support and, empowers team members to make recommendations and provide inputs in a highly collaborative environment.

The successful candidate will have proven experience in implementing support standards at a global scale and positioning the firm to incorporate emerging technologies for total uptime and no impact to business, while successfully maintaining daily operations. The role requires a strong ability to build a network and influence cross-functional application teams to resolve issues that may arise to deliver a consistently high service to our technology teams.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB: 

• Develop and lead the global Integration platform application support team, strategy and services

• Instill Application Managed Services best practices like follow-the sun model, SLA based operations, routine audits against industry established operational benchmarks.

• Ensure prompt and effective resolution of application issues, serve as an escalation point, and ensure appropriate customer support service levels are met while providing continuous improvement of service delivery.  Ability to manage P1 incident calls with appropriate teams and drive to resolution

• Ensure application performance and availability to meet business requirements

• Partner with Global Command Center and Application support Teams to ensure an integrated support model to our end customers based on agreed upon SLA’s

• Analyze incident tickets and statistics to determine root cause and training needs

• Extend ITSM processes for providing continuous improvement of service delivery and operations with focus towards building a multi-skilled and cross-trained support team

• Document all application issues, incidents and problems; develop and maintain a knowledge base of application support cases and solutions.

• Map key application support metrics, and set current baseline KPIs for integration applications and supporting systems. Maintain total uptime and related KPIs following ITIL and monitoring best practices

• Continuously review and refine the support model, capacity and resources to ensure our support services is running at optimum level

• Advise system owners to drive better designs and system improvement plan based on experience, support analytics trends and analysis gained from application support history to get closer to self-healing enterprise

• This global role is pivotal for supporting business partners in integration space for the enterprise. Understand and advise on emerging service technology and functionality trends, as well as comprehend market adoption of emerging service and business models.

• Knowledge of Integration technology stack - Mulesoft suite of products is a plus.  Ability to apply understanding of Integration stack and its architecture to the challenges faced in enterprise level integration that includes legacy systems (viz. AS/400, MQ etc.), packaged applications (viz. SAP, Ariba, MDM, Workday etc) and others

• Knowledge of Azure DevOps stack is a plus

• Maintain and invest in upkeep of the application monitoring stack, including dashboards

• Identify and advise of opportunities for application performance improvements

• Act as trusted advisor to application teams and 3rd party partners on all matters of integration delivery

• Lead the Application Support team in achieving established goals and ICC objectives

• Work with project leads to forecast ICC involvement and allocate resources appropriately; callout any shifting trends in what was forecasted to the actual work accomplished

• Ensure ICC team follows the guidelines of forecasted work for the month; Manage weekly timesheets for the team and approve them

• 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 standards

• The position will be based out of our New Jersey office, with travel to all PVH offices globally, as required.

QUALIFICATIONS & EXPERIENCE:

Experience:   

• 10 years of experience working in Application Support space with at least 6 years in Integration Support lead role

• Minimum 4 years of experience with integration environment handling application, data, Platform and infrastructure integration services.

• Experience implementing integration support processes, solutions and governance methodologies

• Collaborate with Incident and Problem Management to resolve critical issues and focus on improved stability of business applications.

• Manage support team responsible for incident/problem management and resolution of mission critical applications.

• Restore service to normal operational levels by shepherding team through analysis, project change management, incident and problem management processes.

• Experience with supporting complex integration for end-to-end solutions at a middleware level

• Excellent time and project management skills, with the ability to participate in concurrent activities

• Strong track record of delivery – on time and on budget

• Possesses comprehensive business & technical knowledge, and the organizational skills to oversee complex projects with high visibility and impact on the business.

• Demonstrate a sense of urgency, accountability, thoroughness and quality towards assigned tasks/goals

• Regularly demonstrate strong analytic, problem solving, and communication skills across different audiences and levels of seniority

                             

Education:   

• Bachelor’s Degree in Information Systems, Computer Science, Engineering or other related fields required. Mulesoft Developer and Integration Architect certifications are preferred.

Skills: 

• Strong presentation and facilitation skills within all levels of the organization

• Strong knowledge of integration technologies and tools

• Team player with strong collaboration skills

• Must be detail oriented and highly organized

• Pragmatic and thoughtful in approach and influential in presenting solution options

• Good written and verbal communication skills with internal and external partners

• Excellent problem-solving skills, particularly with regard to anticipating and solving issues or concerns before they occur or become critical

• Ability to work under pressure, meet deadlines, shifting priorities and handle multiple projects simultaneously towards agreed upon goals and target dates

• Anticipates, identifies & escalates issues that may prevent deliverables or introduce risk; enforces root-cause analysis and corrective actions.

• Strong knowledge of project management methodologies and practices

• Working knowledge of Microsoft Office products – Project, Excel, Word, PowerPoint

#LI-116885563_AS1
 

,industry:Retail,title:ICC Operations & Support Manager- **MEMBERS ONLY**SIGN UP NOW***..,datePosted:2021-12-01T00:00:00.000 0000,@context:****Technology,responsibilities:This position will be responsible for leading and managing Integration Operations & Support team and their services within TPG’s Integration Competency Center (ICC). This role will lead and develop the global support organization for ICC providing end user support to existing and future integration platform & applications that serve PVH internal and external partners. This is an end-user facing role managing the integration application support services to ensure excellent end user experience and satisfaction while using our systems. The candidate also sets the technology best practices and processes around integration support and, empowers team members to make recommendations and provide inputs in a highly collaborative environment. The successful candidate will have proven experience in implementing support standards at a global scale and positioning the firm to incorporate emerging technologies for total uptime and no impact to business, while successfully maintaining daily operations. The role requires a strong ability to build a network and influence cross-functional application teams to resolve issues that may arise to deliver a consistently high service to our technology teams. Develop and lead the global Integration platform application support team, strategy and services. Instill Application Managed Services best practices like follow-the sun model, SLA based operations, routine audits against industry established operational benchmarks. Ensure prompt and effective resolution of application issues, serve as an escalation point, and ensure appropriate customer support service levels are met while providing continuous improvement of service delivery. Ensure application performance and availability to meet business requirements. Partner with Global Command Center and Application support Teams to ensure an integrated support model to our end customers based on agreed upon SLA’s. Analyze incident tickets and statistics to determine root cause and training needs. Extend ITSM processes for providing continuous improvement of service delivery and operations with focus towards building a multi-skilled and cross-trained support team. Document all application issues, incidents and problems; develop and maintain a knowledge base of application support cases and solutions. Map key application support metrics, and set current baseline KPIs for integration applications and supporting systems. Maintain total uptime and related KPIs following ITIL and monitoring best practices . Continuously review and refine the support model, capacity and resources to ensure our support services is running at optimum level. Advise system owners to drive better designs and system improvement plan based on experience, support analytics trends and analysis gained from application support history to get closer to self-healing enterprise. This global role is pivotal for supporting business partners in integration space for the enterprise. Understand and advise on emerging service technology and functionality trends, as well as comprehend market adoption of emerging service and business models. ,skills:continuous improvement, system improvement, business, application support services, drive, collaborative, strong leadership, training, itil, application support, emerging technologies, analytics, applications, leadership, operational, user experience, kpis, building, kpi, service, performance, knowledge base, integration technology stack, cross-functional, integration stack, application, strategy, managed services, support, legacy systems, mulesoft, end user support, service delivery, Senior Manager - Support Services, Call Center & Support Manager & Program Manager, Senior Specialist Systems Design & Manager, IDR Operational Specialist & Business Analyst, Management Support Associate, Northwest Division Manager, Financial Operations Administrator, Senior Specialist Staffing Executive, Eversave Operations Manager, Assistant Manager - Project Management Office} ICC Operations & Support Manager- **MEMBERS ONLY**SIGN UP NOW***.. in Bridgewater, New Jersey, United States of America | Information Technology at PVH

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