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Xerox Application Production Support Manager in Raleigh, North Carolina

Purpose:

  • Provides application management for the Service Delivery and Call Center line of business, ensuring that agreed services levels are met and all relevant procedures adhered to (i.e. SOX, Disaster Recovery, Scrubs, IRSA, Logging and Monitoring, Auditing). Ensures that the demonstrated level of service delivery meets agreed critical and key performance indicators set in the contractual agreements with the key suppliers across the applications portfolio. The incumbent manages the scheduling and supervision of all maintenance and installation work across assigned applications within the portfolio.

  • Ensures that appropriate action is taken to investigate and resolve incidents and problems in application systems and services. Guarantees that such incidents and problems are fully documented within ServiceNow. Coordinates the implementation of agreed remedies and preventative measures. Provides appropriate status and other reports to Partners and XDX (Xerox Digital eXperience) management.

  • Maintains a professional and collaborative relationship with the suppliers through weekly meetings, monthly internal and quarterly partner Ops reviews to ensure supplier performance is properly monitored and regularly reviewed. Maintains a broad understanding of the commercial IT environment. Is responsible for the day to day service delivery liaison responsibilities between XDX and Supplier.

Scope:

  • Provides technical management for 16 applications across the Service Delivery and Call Center business functions.

  • Ensures services are met through the monitoring and achievement of critical and key performance Indicators

  • Governs the delivery of service level agreement and supplier contractual obligations

  • Acts as a liaison between the business, partners and suppliers to ensure services and projects are being reviewed and rendered

  • Owns responsibility to ensure applications, databases and operating systems are running on supported hardware and software

  • Guarantees suppliers comply with all Xerox information security policies, standards and procedures

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

  • Manages, communicates and provides coverage for significant impacts that inhibit or degrade services Vendor Management – in this environment at Xerox, our Managed Services agreement with Wipro is the cornerstone of what we do in Production Operations. Candidates with a background in supplier management are likely to be more qualified for this position.

  • Sarbanes-Oxley (SOX) controls – we manage a large number of financial applications; SOX compliance legislation applies. It is very important that the incumbent has some experience in working with suppliers to make sure his, her portfolio is SOX compliant. So, it is really helpful if the incumbent understands at least the basics of SOX.

  • Information Security Risk Assessment (ISRA) – Our suppliers are required to perform testing at regular intervals to insure we are without risk or have plans to mitigate potential risk in the IT environment. The Applications Manager must have some understanding of ISRA to be effective in managing this piece of the overall function.

  • Disaster Recovery (DR) – most incumbents seem to think they know what this is until asked. Most of the responses are fairly generic. Again, the incumbent is not expected to be the “doer”; the supplier performs the technical DR work. But the Prod Ops Application Manager needs to know enough about this to insure all requirements are understood, planned and executed

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  • 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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