Software Engineering Manager

Responsibilities :

• Manage work of a diverse support team covering custom software, Java, Oracle ERP integrations, Windows Administration, Linux Administration, Azure Administration
• Experience supporting N Tier web sites
• Experience building team coverage schedule
• Experience managing a team member training program; continuous evaluation of what adds value and what could be better
• Manage the teams skills dept to provide strong coverage of application suite
• Build a culture that values learning.
• Encourages associate research
• Encourages associates to build their Ferguson technical skills
• Encourage associates to learn more about Ferguson business processes
• Strong associate development experience: ability to help associates set goals and career plan
• Perform team capacity planning to ensure the team can maintain appropriate shift coverage
• Lead efforts to resolve major incidents
• Prioritize problems and incidents for remediation
• Collaborate closely with other teams for alignment on priorities
• Identify recurring incidents impacting user population
• Ensure knowledge database is populated with resolutions, workarounds and known issues.
• Recommend improvements to improve quality of solutions
• Continually seeks opportunities to learn about the technologies supporting the applications
• Facilitates and acts as a focal point for communication system related problems within the department and collaborates with other IT teams and leaders on solutions, enhancements and process improvements.
• Hires, coaches, and evaluates associates, their performance and implements corrective action as necessary.
• Develop relevant metrics to measure the performance of applications delivered by the team
• Effectively leverage metrics to identify trends indicating a potential problem
• Defines procedures that are aligned with IT and Ferguson policies
• Participate in leadership meetings and represent associate concerns, policies and guidelines to the management team.
• Ensure there is good communication with associates

Required Qualifications:

• Minimum of 5+ years application support experience
• Minimum of 3+ years of experience leading a team of support associates covering a wide range of technologies
• Excellent customer service skills
• Strong organizational skills.
• Detail oriented
• Excellent troubleshooting skills
• Experience using ITIL processes
• Ability to communicate effectively both written and orally
• Ability to work collaboratively in a team environment.

Additional Responsibilities:

• Schedule and manage teams rotating on-call schedule to provide 24/7 support for critical systems.
• Schedule and manage Support two operational shifts aligned with India time zones: 06:0015:00 IST and 14:00 22:00 IST.
• Collaborate with global teams to maintain seamless coverage and handoffs across time zones.
• General shifts
• 3+ years in team management.
• Team consisting of developers and administrators.
• Team size 12-20.