Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.
Position Summary:
As an Associate Director, blending technical expertise with leadership skills, you will oversee the technical support team and ensure the smooth operation of software applications in a production environment. As a key member of our Technology team, you will navigate complex environments and will lead a cross functional team of support staff, onshore and offshore, foster strong client and team relationships.
Essential Job Duties and Responsibilities:
- Serve as the primary contact for the 24x7 production issues across multiple tech stacks including but not limited to Mulesoft integrations, C#/.NET, Kafka, Database and UiPath applications.
- Point of escalation for high-severity incidents, assessing customer impact, and delivering tactical solutions.
- Lead and perform advanced troubleshooting, analysis, and root cause investigation to resolve complex software issues reported by users, and application logs.
- Track multiple issues simultaneously, manage Hot fix releases when necessary.
- Communicate with business stakeholders to provide updates on application issues and root cause.
- Identify areas for improvement to enhance the customer experience and implement effective solutions to prevent issue recurrence.
- Assign/Manage work to the support engineers on the team, and collaborate closely with Architects, Developers, Testers, DevOps, Product and Business Stake holders.
- Mentor/guide support team to build strong support skills and adherence to best practices.
- Maintain thorough documentation of configurations, processes, and resolutions to build an organizational support knowledge base.
- Develop shared solutions and automating processes to enhance monitoring, stability, and speed of issue resolution.
- Proactively research, suggest improvements and efficiencies where necessary.
- Work independently to complete tasks quickly without full supervision.
- Complies with all company and departmental policies and procedures.
- This position involves regular access to customer personal information, including, but not limited to, SSN and DOB.
- Stay up to date with the latest integration technologies, trends, and tools to continuously improve the solution implementations.
- Other duties may be assigned, and responsibilities and activities may change.
Qualifications and Competencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Experience Required
- Minimum of 7 years of overall production support experience, with strong technical skills across multiple application tech stacks, and infrastructure.
- Minimum of 4 years of Leadership skills, directly managing a staff of 6+ onshore/offshore resources.
- Minimum of 3 years working with SQL Server, Oracle, and other database systems for managing data and performing maintenance tasks.
- Good understanding of SDLC process which aids in managing application support.
- Skills in languages such as C#, Java, Perl, and scripting that can be beneficial for understanding application behaviors and resolving issues.
- Prior experience as a hands-on Software developer, is a plus for this role.
- Preferred: Experience supporting MuleSoft APIs, C#/.NET applications, Database stored procedures, Kafka messages, and UiPath applications.
- Education – requirements and/or certifications
- Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
- Leadership or supervisory skills required:
- Administers disciplinary actions and terminations in compliance with company policies.
- Conducts constructive and timely performance evaluations.
- Manages the daily operations of the department.
- Recruits, interviews, selects, and trains new personnel.
- Qualifications Preferred:
- Experience:
- Certifications in ITIL Foundation, MuleSoft Associate, Azure Developer Associate, or Azure Database Administrator Associate or equivalent
Must live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Detroit, MI; Houston, TX; Phoenix, AZ
Physical Requirements:
Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request.
