Sr Application Operations Engineer

Hooksett, NH

Transportation Equipment Manufacturing

About the position

Responsible for supporting and maintaining multiple user and customer-facing applications and related data processing platforms and services. Ensures the user-facing business applications are consistently available and are highly performant, meeting customer needs.

Responsibilities

• Execute day to day application maintenance, processing and user support
• Responsible for responding/delegating support cases from application customers
• Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately
• Drive customer communication during critical events and lead retrospective meetings
• Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training
• Drive root cause investigation implementing any learnings or improvement opportunities
• Drive projects that improve customer experience, application process or performance with minimal guidance
• Assist & own the preparation of end user support documentation and knowledge
• Proactively plan for upcoming changes
• Provide mentorship and guidance to team members
• Inform and train all support teams on new/changed processes/services and drive operational process rigor
• Collaborate with cross functional stakeholders
• Ensure support team readiness and availability
• Investigate the possibilities of automation for self-service of end user support
• Manage and lead the enhanced service collaboration vendor & other in-house support tech team
• Partner with product service owners on new service introductions, change, and transition to operations
• Manage and drive relationship with suppliers reviewing innovative ideas and improving resolution, by reducing the need to escalate to vendors

Requirements

• Bachelor's Degree from an accredited College or University in Computer Science or 'STEM' Majors (Science, Technology, Engineering and Math) with two plus years information technology experience in a manufacturing setting
• One plus year MSOffice Visual Basic for Applications (vba) experience
• One plus year vb.net programming experience
• One plus year MS Access database management

Nice-to-haves

• Experience with MSSQL/MyTech database administrative experience
• c#.net programming experience
• Understand concepts of setting and driving technical direction
• Familiar with elements of gathering functional requirements
• Understand technical standards & concepts to apply to project work
• Interest in current and emerging technologies demonstrated through training, job experience and/or industry activities

Benefits

• Great work environment
• Professional development
• Challenging careers
• Competitive compensation