Position: Midlevel Application Delivery Manager Location: Chicago, IL Hybrid Position (Locals are highly preferred) Duration: 12 Months with Possible Extension Employment Type: C2C Required Experience: - 6+ years of experience working with PHP
- 6+ years of experience working with MySQL or Similar RDBMS
- 3+ years of experience working with AWS
- 3+ years of experience integrating with 3rd party APIs
- Experience leading projects or functioning as a scrum team lead
- Expert understanding of job queue/messaging systems
- Expert knowledge of REST APIs
Responsibilities: - Supporting the design and implementation of responsive web applications.
- In partnership with the UX team, advocate for the end user by influencing decisions to ensure that product and design decisions meet user needs and expectations
- Work closely with enterprise data and back-end API teams to solution enriched user experiences for both marketing and business operations
- This position requires individuals to perform the following duties and work as part of a team:
- Guide and mentor team members from a process perspective to ensure delivery of SLAs.
- Support recruiting and hiring efforts.
- Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
- Identify and suggest business improvement opportunities.
- Identify and drive opportunities to enhance service delivery and Customer experience.
- Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder keep also ensure Project Manager is informed of new issues.
- Provide updates and submit reports related to own area of work.
- Knowledge Management, Ensure SOPs are reviewed per the agreed frequency
- Manage stakeholder relationship.
- Ensure Team Productivity levels are achieved as per the targets set year on year.
- Process Improvements and Process Adherence, provide information educate customer troubleshoot probe and fix issues.
- Achieve Individual SLA targets set, as well the account level collective targets set for the team.
- Ensure process delivery in the respective groups is as per the SLAs.
- Complete all mandatory training and certifications for self and team.
- Implement communication structure to ensure process and procedural updates are shared effectively.
- Lead and contribute towards process excellence initiatives.
- Provide detailed status updates on the CTQ (critical to quality) areas.
- Perform quality checks and ensure error free processing.
- Escalate to the management if deviations in the process are noticed.
- Highlight open tasks to Team leads, Managers on time.
- Provide work direction and guidance to team members and ensure accuracy of the work of team members their ability to operate under deadlines and to work on multiple tasks.
- Conduct performance appraisals for team members provide input into the learning and career plans for team members.
- Identify training needs of team members and provide coaching support to them.
- Manage attrition and absenteeism.
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Last updated on Sep 26, 2023