How To Find A New Job

Local Candidates Only .

MUST Be US Citizen or Green Card Holder .

Level 3 and 4 Support ManagerStable Atlanta corporation is seeking a Level 3 and 4 Support Manager.

You will lead 8-9 agents and be responsible for improving operational and personnel aspects of the Level 3 and Level 4 Support Teams You will improve and maintain relationships with software delivery teams, customers and field management.

You will define and enforce processes and procedures, mentor and schedule agents.

This position reports to the Director of Customer Satisfaction.

Responsibilities: Personnel · Mentor and Manage Performance of Agents · Improve and Maintain Morale Operational · Forecast Call Loads and Optimize Resource Usage · Conduct feedback and coaching sessions with agents· Identify, document, and address technical and non-technical training needs of agents· Manage the teams to their budgets· Develop Annual Budgets and Business PlansCustomer Management · Lead the analysis of escalations of substandard service, software and hardware problems· Build and maintain positive relationships with Software Delivery Teams, Key Customers, and Field ManagementReporting and Metrics · Develop reports on incident and problem trends· Further develop the metrics program· Write reports to track performance metrics· Report performance metrics to Support Center Management and Executive Management· Monitor agent productivity metrics· Participate in recalibration sessionsProcesses and Procedures · Develop, document, and execute a Problem Management process· Identify, document, and execute Process Improvements· Develop and maintain Standard Operating Procedures documentation· Enforce Processes and ProceduresRequired skills: · Strong problem solving and analytical skills· Strong written, verbal, and presentation skills· Track record of communicating with corporate leadership· Strong technical skills in UNIX (Solaris and Linux preferred)Networking · Strong customer focus and orientation· 5 years as a Level 3 or above support manager in a Technical Support Center· Demonstrable metrics showing how you improved your team’s performance in a Technical Support Center · Understanding of all phases of the System Development Life Cycle · Ability to motivate and lead others to excellence· 4 Year college degree Preferred skills: · Point of Sale or other retail applications · HDI Support Manager or Team Lead Certifications · Knowledge Centered Support · Six Sigma Green Belt or higher · ITIL Foundations Certified · Report writing via ODBC (Crystal Reports is preferred)· Remedy or Service-Now Some relocation assistance may be available for a highly qualified candidate.

Occasional travel plus occasional weekend and after-hours work are required.

Level 3 & 4 application support manager Job in Atlanta, Georgia US

DescriptionOrganization: Infrastructure OutsourcingTitle: Identity & Access Management (IAM) .NET Application ArchitectLocation: Chicago, IL or Minneapolis, MN If you join Accenture you can make great ideas happen for some of the world’s most dynamic companies.

With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results.

Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.

People within Infrastructure Outsourcing are responsible for the day-to-day provision of long-term outsourcing services to one or several clients.

Infrastructure Outsourcing (IO) is the ongoing management and/or improvement of activities related to a part or to the whole of a technical infrastructure (eg information systems, security systems, telecommunications networks), allowing companies to focus on their core business and competencies.

Our IO resources can expect to:
Incorporate skills which support the programming, management and maintenance services required to implement and support new installations or maintain and improve existing legacy systems for our clients.

Receive ongoing training to build and extend professional, technical and management skills in all areas
Enjoy our comprehensive and generous benefits package Job Summary: Identity & Access Management (IAM) .NET Application Architect develops and manages the infrastructure and environment to support the Enterprise Directory, Identity Management, Authentication and Access Management, that enable other IO and Solution Delivery teams to provide secure applications to our customers.

An IAM Application Architect is responsible for:
Working with teams within IO and Directory Services to act as a technical lead, to project manage solutions that require applications and tools.

Architecting, building and maintaining the tools and applications within the identity and access management environment.

Acting as a 4th tier escalation partner within IAM for all development requests from customers by receiving and responding to any escalated issues or incidents that arise.

Acts as a focal point for developing application architecture and integration strategies for IAM related business process automation.

Works with manager and lead for escalated issues.

Coordinates with other IO teams on research and development of new capabilities and services.

Builds and maintains applications to support the identity and access management environment and associated secure functions, tools and websites
Provides application architecture services (define, design, build test train and deploy)for internal IAM, IO, CIO and DCN related initiatives
Project manages requests from end to end (define, design, build test train and deploy) by following structured development methodology
Serves as project resources for projects requiring deep programming expertise involving LDAP, MS Visual Studio.

Net, SQL, Domino Lotuscript and HTML by following structured development methodologies
Maintains the IAM staging/ORT environment by working with contacts for the environment
Defines documents and maintains internal procedural standards relating to development role, final approval is sought from manager.

Assumes ownership for the coordination, investigation and documentation of Tier IV customer’s development related tool issues.

Advises and coaches junior members of team on function within E&D and OC.
Works with vendors and other third parties as appropriate to resolve application issues
Prepares effective communications affecting supported projects, products and services globally.

This involves drafting notifications for large scale distribution.

Keeps lead and manager updated as appropriate
Provides after-hour and weekend on call support when required
Works independently and maintains a high-degree of professional conduct at all times
Develops and maintains product knowledge, business and professional skills by participating in on-the-job and other training courses There will be a need for the person to be able to travel domestically and internationally on an ad hoc basis; Be available for on call support.

Availability for on-call duties during nights and on weekends is required (eg for emergencies or maintenance tasks).

These duties are usually dispersed equally across all team members.

QualificationsBasic Qualifications:
Minimum 3 years development experience with VB.NET
Minimum 3 years development experience with ASP.Net
Minimum 3 years experience LDAP and Directory structures
US Citizen Preferred Qualifications:
Minimum 2 years experience on structured application development methodologies.

Minimum 2 years experience in understanding & supporting a large enterprise directory environment 50K User + (Microsoft Active Directory and Windows Server 2003 platform environment preferred).

Minimum 1 year experience of networking concepts and technologies
Extensive integration w/ LDAP authentication systems including Active Directory, ADFS and ADAM.

SQL, Java and JavaScript experience preferred but not required.

Good ability to develop technical documentation, technical communications and project work plans.

Excellent customer service skills;
Strong analytical, troubleshooting and problem-solving skills
Good priority management skills
Ability to develop technical documentation, technical communications and project work plans.

Ability to facilitate knowledge transfer within team and outside customer groups
Ability to work in a complex server environment Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Applicants for employment in the US must possess work authorization which does not require sponsorship by the employer for a visa.

Accenture is Equal Opportunity Employer.

Please apply online by clicking HERE

Identity & Access Management (IAM) .NET Application Architect – Chicago, IL or Minneapolis, MN-00091 Job in Minneapolis 55402, Minnesota US