Senior Manager, Applications Maintenance & Development

eTelecare Global Solutions offers a unique approach to outsourced customer care. Instead of cutting costs by cutting corners, eTelecare creates value for our clients, their customers and our employees by investing to outperform. Onshore and offshore, we focus on oversight, performance and opportunities for breakthrough improvement in every aspect of our operations. The result is superior service, lower costs and a level of satisfaction that turns customers into champions for our clients.   Job Summary:   To manage the company’s business requirements and change requests for IT services, and effectively translate them into efficient, reliable, accurate, and business-enabling application systems for call center agent processes and reporting. Direct, manage, supervise, and coordinate the activities of the Applications Development team within the Information Technology Department, including overseeing the development, operation, and maintenance of report data processing and applications; coordinate assigned activities with other divisions, departments, and external partners; provide responsible and complex support to the Director or Vice President of IT. Manage resource allocation and budget needs for a single site or city.  Responsible for managing employee development and expense.  Manage and mentor IT development team members, contractors, and vendor relationships. Responsible for the development and implementation of complex IT systems and procedures where majority of the guidelines are set at a higher level. Analyzes user requirements, evaluates options, recommends solutions and projects and manages the implementation of complex systems. Analyzes short and long-term business IT requirements. Ensures economic and efficient availability of systems within adequate safeguards for both security and integrity. Assumes management responsibility for the assigned break-fix incidents and change requests work for the Applications Development team, including overseeing the development and maintenance of the company’s call center applications, data processing, and report processing.  Ensure break-fix development and maintenance of applications with 24X7 production support. Administers, manages and oversees technical support of various call center applications and reporting functions to ensure their integrity and continuous operation for 24X7 support. Fine tunes for high availability. Monitors processes and determines and implements solutions to user problems.  Actively oversees systems analysis, design, development, testing, and implementation of point releases resulting from change requests. Develops or validates required system documentation and provides technical direction and support. Identifies systems and architecture needs for ongoing changes, maintenance, and support; develops solutions, makes recommendations to enhance application design and analysis, and programming/database techniques. Serves as the liaison for the Applications Development team to other divisions, departments, and outside agencies. Responds to and resolves requests, inquiries, and issues. Effectively communicates maintenance and support expectations to team members and stakeholders; sets and continually manages application development team expectations. Responds to hardware and software inquiries related to maintenance and support of program. Reviews integrity of systems, database designs and programs. Works with software and hardware vendors in the evaluation, purchase and maintenance of software packages and hardware requirements. Serves as Project Director on large software installations and/or upgrades involving staff from multiple departments. Ensures that projects comply with company’s standards and strategic direction. Supports best practices and tools for project execution and management.   Qualifications: Bachelor’s Degree in Computer Science, Electronic and Communications Engineering, or related Math/Sciences degree. Minimum of 10 years IT Applications Development experience, with a minimum of 3 years in a supervisory role. Experience in IT project management and systems development Thorough understanding of business processes and requirements Thorough understanding of database design Excellent project management and control skills Multiple broad-based applications experience Strong knowledge of general business practices Excellent written, verbal and interpersonal skills to interface with all levels of management, project stakeholders, outside business contacts, users and IT staff eTelecare is one of the most honored delivery centers in the world with over 60 awards globally.How to ApplyOnline:www.eTelecareCareers.com   eTelecare -- Our Growth. Your Opportunity. Job Title: Senior Manager, Applications Maintenance & Development Company: eTelecare Global Solutions Location: Scottsdale, AZ 85260 Salary/Wage: Salary Dependent Upon Experience. Competitive base salary Bonuses and commissions Medical and dental coverage 401k retirement plan Paid time off Tuition reimbursement Paid training programs Comfortable work environment Transportation allowances Night premium rates