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Xerox Application Production Support Manager in Raleigh, North Carolina

Purpose:

  • Providesapplication management for the Service Delivery and Call Center line ofbusiness, ensuring that agreed services levels are met and all relevantprocedures adhered to (i.e. SOX, Disaster Recovery, Scrubs, IRSA, Loggingand Monitoring, Auditing). Ensures that the demonstrated level of servicedelivery meets agreed critical and key performance indicators set in thecontractual agreements with the key suppliers across the applicationsportfolio. The incumbent manages the scheduling andsupervision of all maintenance and installation work across assigned applicationswithin the portfolio.

  • Ensuresthat appropriate action is taken to investigate and resolve incidents andproblems in application systems and services. Guarantees thatsuch incidents and problems are fully documented within ServiceNow.Coordinates the implementation of agreed remedies and preventativemeasures. Provides appropriate status and other reports to Partnersand XDX (Xerox Digital eXperience) management.

  • Maintainsa professional and collaborative relationship with the suppliers throughweekly meetings, monthly internal and quarterly partner Ops reviews toensure supplier performance is properly monitored and regularlyreviewed. Maintains a broad understanding of thecommercial IT environment. Is responsible for the day to dayservice delivery liaison responsibilities between XDX and Supplier.

Scope:

  • Providestechnical management for 16 applications across the Service Delivery andCall Center business functions.

  • Ensuresservices are met through the monitoring and achievement of critical andkey performance Indicators

  • Governsthe delivery of service level agreement and supplier contractualobligations

  • Actsas a liaison between the business, partners and suppliers to ensureservices and projects are being reviewed and rendered

  • Ownsresponsibility to ensure applications, databases and operating systems arerunning on supported hardware and software

  • Guaranteessuppliers comply with all Xerox information security policies, standardsand procedures

  • Manages,communicates and provides coverage for significant impacts that inhibit ordegrade services

Learn more at www.xerox.com at http://www.xerox.com/ and explore our commitment to diversity and inclusion! at https://www.xerox.com/en-us/jobs/diversity

  • 5 to 15 years of experience

  • Bachelor of Science degree in Computer Science, Computer Information Systems or IT base degree

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Title: Application Production Support Manager

Location: North Carolina-Raleigh

Requisition ID: 19004267

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