Technical Support Manager

Title: Technical Support Manager IV

Location: 601 S. Tryon Street, Charlotte, NC 28202 (Hybrid)

NOTE: Years of Experience: 3-5; Top Three Skills: -Tag Management Expertise: Deep understanding of tag management systems like Adobe Launch and/or Google Tag Manager, including the ability implement, manage, and troubleshoot tracking tags -Technical proficiency: Skills in JavaScript, HTML, and debugging tools to customize tracking solutions, validate tag firing, and ensure accurate data collection -Analytical & Strategic Thinking: Ability to translate business requirements into data collection strategies, ensuring clean, actionable data flows into analytics platforms to support insights and decision-making; Required Skills: -Broad and deep understanding of technical concepts in multiple specialized fields to develop technical solutions with a consultative approach -Working knowledge of all aspects of the development life cycle and an exposure to various current software development methodology approaches -Proficiency with incident management, root cause analysis and resolving production application issues with both short term and long-term solutions; Desired Skills: -Proficient with standard development tools. -Ability to multi-task in a fast-paced environment while prioritizing work items appropriately -Ability to manage and support enterprise business applications by leveraging internal and external teams along with third-party vendor solution; Ideal Candidate Profile: -Highly proficient in tag management systems as Adobe Experience Platform Launch, with a deep understanding of web analytics tools like Adobe Analytics or Google Analytics. -Possess strong technical skills in JavaScript, HTML, and debugging tools, enabling them to implement and troubleshoot complex tracking solutions. -Demonstrate a strategic mindset, translating business goals into data collection strategies that support robust reporting and insights. -Experience collaborating with cross-functional teams ensuring data integrity and governance is essential -Strong communication skills and a proactive approach to problem-solving; Industry Experience: 3+ years of IT infrastructure experience preferred; Tools or Technologies: Adobe Analytics, Adobe Experience Platform Launch (Adobe Launch), Chrome DevTools (Network tab, console), JavaScript, SQL Server, JSON/Data Layer structures, HTML/CSS (for implementation awareness), ObservePoint, Jira, Confluence; Education: Bachelor s degree in a related field such as: Computer Science, Information Systems, Marketing, Data Analytics, Statistics; Desired Certifications: Google Tag Manager Certification, Google Analytics Certification, Adobe Analytics Business Practitioner, Tealium iQ Tag Management, JavaScript or Web Development Certifications; Work Schedule: Onsite; Interview Process: Phone screen (virtual) narrow down to top 3, panel (onsite), narrow down to top two if needed, final interview with Senior Director

Job Description:

Responsible for steady state application production support activities including, access management, audits, incident management, change management, event communications, etc. Collaborates closely with technology and business partners to analyze tactical and strategic solutions; uses that information, along with technology strategies to formulate solutions to meet business needs. Provides direction and oversight to Sustain teams to design, develop, deploy, and maintain solutions that meet applicable business requirements. Allocates and directs resources to accomplish tasks and maintains control of Change Management process. Responsible for resolving issues, mitigating risks, and escalating issues/risks when appropriate. This is a mid-level to senior-level position that will report to either a Technology Operations Manager or Director.

Responsibilities:

• Assess, plan and communicate steady state upgrades/patches to key stakeholders and senior management.
• Develop and document tagging specifications for web and mobile app tracking, ensuring alignment with business and marketing objectives
• Configure and deploy analytics tags using the Adobe Experience Platform
• Oversee end to end availability of all application and infrastructure components.
• Act as an methodology process expert to participate in Discovery Phase to assist with scoping effort for application teams.
• Create detailed tagging specifications outlining data layer requirements, variables, and event tracking
• Review existing workflow and systems to reduce duplication of effort and inefficiencies.
• Analyze new technology solutions and leverage existing technology to drive completion of business goals.
• Utilize Adobe Analytics and other reporting tools to validate data and provide insights
• Act as an owner and single point of contact for business users for platform availability.
• Support homegrown and COTS databases on Oracle, SQL Server and exadata.
• Act as an methodology and process expert to develop technical solutions with a consultative approach.
• Manage application severity incidents and bring to a quick resolution by partnering with cross-functional IT Team and LOB partners to manage application severity incidents to quick resolution.
• Review and approve root cause analysis and preventative action items.

Qualifications:

• 3+ years of IT infrastructure experience preferred.
• Broad and deep understanding of technical concepts in multiple specialized fields to develop technical solutions with a consultative approach.
• Working knowledge of all aspects of the development life cycle and an exposure to various current software development methodology approaches.
• Proficiency with incident management, root cause analysis and resolving production application issues with both short term and long-term solutions.
• Proficient with standard development tools.
• Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.
• Ability to manage and support enterprise business applications by leveraging internal and external teams along with third-party vendor solution.