Software Engineering Manager - IT Infra [T500-22580]

About Ferguson:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

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 team’s 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 team’s rotating on-call schedule to provide 24/7 support for critical systems.
• Schedule and manage Support two operational shifts aligned with India time zones: 06:00–15:00 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.