The Digital Support Manager role will own and drive technical support and maintenance activities on large scale advanced customer facing digital platforms to ensure that service level agreements and customer support objectives are accomplished. This technical leadership role requires broad understanding of multiple technologies, excellent problem solving skills, service management best practices, strong time management and exceptional communication skills. The Digital Development Support Manager is the "go to person for achieving the delivery of operational service levels to customers of digital customer facing applications.
" Responsibilities include technical management, application management and operations
management for staff and vendors engaging in the day to day support of systems.
" Monitors all problems and balances between service reliability and cost.
" Responsible for day to day operations of vw.com portals, reservations systems for electric vehicle launches, and coordinating with internal and external organizations for support of related applications
" Ability to create and manage teams through application operational lifecycle
" Ensuring that the agreed IT services are met or exceeded
" Integration and coordination with multiple internal and external organizations to ensure that the required levels and quality of service are achieved as defined;
" Producing and maintaining a list of standard IT service options, processes and agreements
" Ensuring that appropriate IT service continuity plans have been made to support the business and its continuity requirements;
" Drive and reduce the number and severity of incidents and problems on the business
" Manage the development of small changes and maintenance to applications
" Ensure that standardized methods and procedures are used for efficient handling of all system changes
" Manage and control the installation of changes to IT systems
" Effectively manage expectations of the customer during the planning and rollout of new releases
" Direct the day to day activities of 4 to 6 subject matter experts (SMEs) to balance small development projects, expert consulting provided to larger projects and resolving severity 2 and 3 incidents
" Act as a trusted "technical advisor and "go to person for the process owners for application management and supporting technologies.
" Collaborate with business owners to develop operational and support plans
" Maintain a profound understanding of business strategies and processes, and their associated applications
" Own the systems support of all service applications
" Ensure customer satisfaction
" Manage the SSR project process along with the Digital PIM and budgets
" Follow best practice Service Management practices (ITIL), including management of;incidents, problems, availability, and capacity
"" Expertise leading large scale applications and solution architecture on a variety of platforms and services
" Experience in the concepts and methodologies of enterprise architecture
" Broad understanding of technologies and has experience in implementation methodologies, software development life cycle process, and project management
" Excellent planning and organization, project management and time management skills
" Strong problem solving and negotiation abilities
" Ability to inform, educate and influence managers and employees to support goals and initiatives
" Exceptional written, verbal and presentation skills are necessary to effectively convey goals and initiatives to staff and management
" Knowledge of the vendor market and possess existing relationships
" Strong integration background
" Detail design background based on technologies listed under technical experience
" Strong Automotive OEM experience
" Extensive background in designing architectural solutions for large complex programs which results in representation in front of Architecture Review Board (e.g. logical & physical architectures, data classifications/protections, etc.)
" Extensive background in leading large and complex development initiatives
" Senior development experience
" Proven technical leadership experience
" Proven experience leading development teams (design-implementation)
" Acted as development mentor to technical teams
" Experience leading technical troubleshooting including bug fix remediation
" Experience with Application Performance Management and Web Site Performance Monitoring tools, application usage analytics and reports.
" Deep understanding on modern security frameworks and specifications (Oauth2, OIDC, 2FA etc), understanding of GraphQL based API development with Apollo or similar products, Knowledge and understanding of CI/CD process and tools (like Jenkins)
" Willing and ready to get hands on code development with dev team for developing and troubleshooting and fixing the defects.
" React JS, Node, Typescript, Micro-frontend UI frameworks experience is a plus
" Bachelor's degree required (Computer Science, Engineering, or related discipline). Master's degree in technical discipline preferred.
Minimum of 10 years' experience of direct experience with advanced technologies including a minimum of 5+ years as a technical architect
" Minimum 7 years' experience in development including a minimum of 3+ years leading development resources
NTT DATA Services
NTT DATA means Business
NTT Group one of the largest Telecommunications Companies in the world owns NTT DATA Services.
NTT Group is ranked in the top 5 largest global IT services provider in the world. Collectively, the integrated company generates $108B in annual revenues with over 300,000 employees across 88 countries.
Visit https://www.nttdata.com/americas to learn how NTT DATA Americas' Strategic Staffing group provides our clients with top notch technical talent to augment their core IT staff. Our approach is customer centric, partnering to assist you in achieving your strategic goals and IT initiatives. We get to know your company’s culture and the type of technical staff that thrive within your organization. We understand your specific technical and business requirements, timing, and budget