Senior Manager, Applications Support

Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work . At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life.

Senior Manager, Applications Support (Engineering)

The Senior Manager, Applications Support (Engineering) manages the day-to-day work of assigned staff and operations of the department. Leads, directs, and reviews the work of a team to ensure successful operational outcomes within the department. Develops and oversees the design and implementation of application support methods, standards, and policies. Manage and develop the support queue from all customers in/out of IT to ensure all service requests are addressed according to the established standards and policies. Develop and maintain an on-call rotation for after-hours and weekends. Works with the Applications team to ensure all open support related items are tracked and reported on in business operational review sessions. Review and establish roadmap for application engineering enhancements work with Cloud Engineering, Applications team and Product Owners to prioritize items. Establish process for building and maintaining proactive support of all critical systems. Supports application core base functionality to evaluate and maintain system integrity in conjunction with best practices and day-to-day business processes.

Responsibilities:

• Leads, directs, and reviews the work of the team. Ensures policies, practices and procedures are understood and followed by the team, clients, and stakeholders. Develops and/or refines procedures to improve results and leads change efforts to ensure sustainable improvement. Sets direction for the work group and operationalizes key strategic initiatives as defined by senior management. Ensures work is completed within the established budget and timeline.
• Develops and oversees the design and implementation of application support methods, standards, and policies. Manage and develop the support queue from all customers in/out of IT ensure all service requests are dealt with according to the established standards and policies. Works with Applications team to ensure all open support related items are tracked and reported on in business operational review sessions.
• Establish process for building and maintaining proactive support of all critical systems. Identify the need for enhancements or modifications to establish a proactive support structure. Review and establish roadmap for application support enhancements work with Cloud Engineering, Applications team, and Product Owners to prioritize items.
• Collaborates and communicates with IT teams to understand project objectives, gather support requirements, design support structure, troubleshoot issues, and implements support. Provides solution guidance for different scenarios on outages and various problems, incidents and/or opportunities that may be presented to the team.
• Facilitates execution and implementation of change management processes, including the development and execution implementation, validation, and roll back steps, as well as required trainings.

Requirements:

• Bachelor's degree in business management, business administration, computer science, information technology, relative field or an equivalent combination of education and experience required.
• Minimum eight (8) years of experience in Application Support, Business Process/Service Quality, Product Development, Production Support, IT Operations, and/or related field.
• Minimum five (5) years of leadership experience managing a department with direct reports. Experience mentoring a team to allow for skill/knowledge development through advice, coaching, career planning, and training opportunities.
• Advanced knowledge and experience in business and technical analysis and functional and non-functional development.
• Advanced knowledge and experience with support and monitoring applications.
• Advanced experience with Yardi, Microsoft, and Oracle based applications both out of box and custom development.
• Advanced knowledge and experience with software applications, databases, operating systems, and other software.
• Advance knowledge and experience in troubleshooting, root cause analysis, and repair.
• Advanced knowledge with IT application support methodologies, tools, and business processes, and development.
• Advanced problem-solving skills to identify improvement and develop plan for improvement.
• Excellent verbal and written communication, planning, analysis and organizing skills.
• Must be able to lead, guide, manage, and motivate a team.
• Strong business and technical analysis skills.

Build your career with us:

At AMH, we know what it takes to feel at home. That's not just our product; it's also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you're ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers.

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