Xerox Application Production Support Manager in Raleigh, North Carolina
Provides technical management of an IT operations for Marketing and Sales and Customer Care, ensuring that agreed services levels are met and all relevant procedure adhered to (i.e. SOX, Disaster Recovery, Scrubs, IRSA, Logging and Monitoring, Auditing). Ensures that service delivery meets agreed critical and key performance indicator set in our contractual agreement with our key suppliers across application portfolio. Manages the scheduling and supervision all maintenance and installation work across all applications within 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 supplier 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 day to day service delivery liaison between XDX and Supplier.
Provides technical management for 39 applications across the Marketing and Sales and Customer Care 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 on supported hardware and software
Guarantees supplier comply with all Xerox’s information security policies, standards and procedures
Manages, communicates and provides coverage for significant impacts that bring down or degrade services
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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: 19003249