Manager, Application Support (m/f/d)

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

We are seeking an experienced and skilled professional to join our organization as a global Manager, Application Support. In this role, you will be responsible for overseeing the administration and support of our organization\'s IT and business applications globally. You will lead a team of application administrators, ensuring smooth operation, optimization, and security of our application systems. The ideal candidate will have a strong technical background, exceptional leadership skills, and a proven track record in delivering high-quality application support services.

What we are looking for

Key Responsibilities:

• Lead and manage a team of application administrators, providing direction, mentorship, and performance feedback.
• Lead the strategy, implementation, and ongoing optimization of digital workplace solutions, ensuring seamless collaboration, communication, and productivity across global teams.
• Drive adoption of modern workplace technologies, champion user experience, improvements, and partner with business stakeholders to align digital workplace initiatives with organizational goals.
• Oversee the administration and maintenance of the organization\'s IT applications, ensuring their availability, performance, and security.
• Develop and implement standards, and best practices for IT application administration and support, aligned with business objectives.
• Collaborate with cross-functional teams to assess application needs, define system requirements, and deliver solutions that meet user requirements.
• Manage the application lifecycle, including upgrades, patches, and enhancements, while minimizing disruptions to business operations.
• Develop and implement robust IT application support processes and procedures, ensuring timely incident resolution and minimizing downtime.
• Monitor application performance, conduct regular system audits, and implement proactive measures to optimize performance and user experience.
• Coordinate with vendors and external service providers to resolve application-related issues, escalate problems as necessary, and manage vendor relationships.
• Stay up-to-date with industry trends and emerging technologies, evaluating their potential impact on the organization\'s application landscape.
• Collaborate with the IT leadership team to develop and manage the IT application administration and support budget.
• Develop and maintain KPIs to measure team performance and business efficiency improvements
• Participate in discussions around process design and configuration.
• Consult with teams across various business areas, advising on the implementation of effective digital transformation strategies to improve user experience
• Manage projects assigned to team
• Evaluate employee performance, perform employee review and assessments
• Manage outsource/managed services to add bandwidth to team

Knowledge and Attributes

• Multiple years of proven experience in IT application administration and support, with a track record of success in a leadership or managerial role
• Strong technical background in application administration, including experience with enterprise applications, databases, and cloud-based platforms
• Business applications administration experience a plus
• In-depth knowledge of ITIL or other IT service management frameworks
• Demonstrated experience in leading and managing a team, including performance management, and fostering a collaborative work environment.
• Excellent problem-solving skills with the ability to analyze complex issues and provide innovative solutions.
• Strong project management skills, with the ability to prioritize tasks, manage resources, and deliver projects on time and within budget.
• Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
• Ability to adapt to a dynamic and fast-paced environment, handling multiple priorities and managing change effectively.
• Knowledge of security and compliance requirements related to IT applications, such as data privacy regulations and industry standards.
• Continuous learning mindset, staying abreast of advancements in application administration, support practices, and emerging technologies.
• Ability to work to tight deadlines within constraints
• Excellent interpersonal and communication skills
• Ability to manage multiple projects at one time
• Scada application administration w/experience in mechanical, electrical, and environmental monitoring and control applications a plus
• Security applications administration experience with camera, badging and biometrics systems a plus

Who we are

As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.