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Senior Manager, Application Support

Experian is an Equal Opportunity Employer Including Disability/Veterans Job Number: 1810183 Austin, Texas

Description

Experian Consumer Services – Careers That Define “What’s the Next Big (Data) Thing” for Consumers?

What could be more exciting – personally and professionally – than being part of a “disruptive” business? Consider taking your career to the next level by joining the Leader that continues to disrupt the competition. As the “disruptor” and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation. It’s a position Experian Consumer Services (ECS) has enjoyed for more than a decade and we’re always looking for the talent that can help expand that lead.

When you’re the leader, it’s always urgent, important and market-changing. We think that defines the true “disruptive” business. Join us and create some chaos for the competition.

Experian Partner Solutions is looking for a Senior Client Technical Manager to join our Application Support team. The Senior Client Technical Manager will oversee the application support team operational activities ensuring accurate and timely response/resolution of issues and critical incidents. The candidate will reinforce systems by improving and streaming work performed throughout the organization in the pursuit of continuous improvement. They will be responsible for providing metrics reflecting the team’s productivity/performance and client needs that align with contractual obligations and service level agreements.

The ideal candidate is technically savvy, has a knack for problem solving, and is motivated by customer and client success. A professional approach to client interaction along with a goal to achieve customer satisfaction is crucial to success in this role. A track record of demonstrating initiative and execution are vital characteristics for any candidate pursuing this role. This candidate will manage a team through the development, implementation, integration, and testing of products and services to meet client business needs and to achieve company revenue and cost goals. Advises clients, business partners and internal stakeholders in maximizing the effectiveness of products and services.

Role Responsibilities include:

  • Manage critical, major, and minor technology incidents for Experian clients from identification to resolution. Lead communication of client technical updates to management & executive teams.
  • As a technical manager provide the proper guidance to team members to overcome challenges
  • Provide leadership, coaching and mentoring to a group of highly technical professionals
  • Ability to provide proactive, responsive, and timely solutions to customer and product issues
  • Leads and participates in the management of customer case escalations
  • In-depth understanding of complex applications and principles behind technical support processes and procedures
  • Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction
  • Directs the development, implementation and maintenance of client products and services for major clients and strategic accounts ensuring compliance with contractual implementation schedules and federal and state laws and regulations
  • Evaluates the client post-implementation operation processes to ensure the stated objectives are achieved and that the products meet the client’s needs
  • Provides periodic reassessment of the fit between products and the achievement of the client’s goals
  • Deliver metrics & KPI’s for team performance and client NPS for support

Knowledge, Experience & Qualifications

  • Minimum 5-7 years’ managerial experience
  • Minimum 8-10 years’ experience working with very complex applications throughout the SDLC
  • Strong client-facing communication skills and experience
  • Excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications
  • Demonstrated leadership and organizational skills with the ability to motivate and develop a team of technical professionals capable of achieving aggressive business goals and objectives
  • Experience working with SOAP and Restful APIs
  • Knowledge of Java, PHP, XML, MySQL, shell scripting
  • Knowledge of troubleshooting and implementing complex web technologies and services
  • Knowledge of programming and software development concepts
  • Proficiency in defect trouble shooting and code debugging
  • Analytical skills to produce necessary reporting and metrics of the team’s performance
  • A Bachelor’s degree in Computer Science, Engineering, CIS, MIS, or Business Administration is required (or equivalent job experience)