Manager, Intranet Application Support

CATEGORY: IT/Software Development REFERENCE CODE: 6347 Fast paced, innovative, energizing. These are a few words to describe the exciting work environment Cox Communications creates in the many communities we serve. Beyond focusing on customers and communities, we are committed to treating our employees with integrity, dignity, and respect. In return, we expect our folks to be team players while making individual contributions, to continue learning and developing, and to try innovative ways of doing business. At Cox Communications, diversity is a critical part of our culture, values and business operations. This diversity of people, products and partners naturally stimulates a diversity of perspectives, which helps create an enviable company culture and enhance the growth and vitality of all Cox stakeholders. We invite you to explore what we have to offer. Manager, Intranet Application Support US-GA-Atlanta Description:JOB TITLE: Manager, Intranet Application SupportREPORTS TO: Sr. Manager, Enterprise Application SupportOverview: The Manager, part of the Enterprise Application Support organization, will manage staff responsible for the maintenance, support and operations of technology solutions. The primary focus of this position will be on internally facing applications, including but not limited to, the corporate portal and IT ticketing solutions. Summary Manages all activities, personnel and technical issues associated with providing technical service to customers by identifying, prioritizing and confirming resolution of reported problems. Ensures all phases of application support are properly coordinated, monitored, tracked and resolved Determines user application support needs, develops application support standards and design a support plan for multi-vendor platform solutionsEvaluates and recommends changes to support procedures as part of an ongoing assessment of daily operations Develops and implements technical service restoration and troubleshooting procedures for identifying, testing and diagnosing systems and solution faults Designs and develops ongoing training of application support personnel to ensure their proficiency meets standards for support of all systems and solutions. May manage training programs designed to educate an organization's users about applications Manages and develops all user satisfaction methodologies to evaluate services rendered to system users; establish process to monitor performance of support personnel, reviewing response times, problem logs, trends and problem reporting Remains continuously aware of business, technical, architecture and infrastructure issues and acts as sounding board or consultant to aid in the operations of solutions; Works in alignment with development and implementation teams to optimize human and physical resources.Schedules and tracks deliverables. Establishes and manages critical 24/7 support process emergency procedures.Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.For more information about Cox Communications and its subsidiaries, please click herewww.cox.com, www.coxmedia.com, www.coxbusiness.com Qualifications:Qualifications BS/BA in Computer Science, Information Systems or related discipline 5-8 years experience in information systems/technology domain Experience managing enterprise application operations Proven track record of managing customer facing operational functionsDemonstrated experience of effectively working well with people of all levels and disciplines, including business users and other IT staff within the company Knowledge of standard operating technologies, networks, security and databases Experience organizing and leading teams in diverse and complex technical environments Excellent people development, interpersonal skills, written and oral communication skills (both technical and non-technical), and leadership skills including career planning, mentoring and individual/team performance management Ability to listen to and determine correct needs across multiple business groups/customers and team members Enjoy delivering superior customer service; have a genuine wish to help peopleProven analytical and problem solving skills sufficient to assess complex problems and recommend and implement effective solutions.Able to make decisions under conditions of uncertainty, sometimes with incomplete information, that produces effective end results.Previous experience using and/or managing an IT ticketing, preferably Remedy.Previous experience managing corporate intranet, preferably on BEA Aqualogic platform.Previous experience in the Cable or Telephony industries a plus.Salary/Benefits: Salary commensurate with experienceJob Location: Atlanta, GAJob Number: 6347Company URL: http://www.cox.com/CoxCareer/Company Profile:As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best.