Provide oversight of the development and people management for Asurion’s Retail Offshore Application Development team. This includes oversight of the Retail Front Office Applications, Retail Consumer facing portals and 3rd party integration tasks.
Managing the full software development life cycle will be expected as well as adherence to quality and timeline expectations.
The Senior Technical Manager is a functional expert in multiple relevant disciplines as well as a seasoned, proven people leader.
The Senior Technical Manager will supervise the daily operations of the team and is responsible for ensuring the availability and expertise of resources to support approved Projects, system improvements, and ad-hoc or emergency requests.
Senior Technical Manager effectively manages and coordinates efforts in cooperation with on-site team by fully understanding the overall system and business impacts of each assignment.
Essential Job Functions
Strong ability to see the 'big picture' and able to implement strategies that align tasks / people / requirements for success in meeting the department goals
Effectively manages the day to day activates of the team including employee maintenance such as time off approvals, performance appraisals, and promoting a positive working environment.
Maintains a manner of leadership and flexibility that diffuses pressure and promotes a team atmosphere.
Provide training and mentoring to the team members.
Identifies and secures top talent to build the delivery team.
Provides the strategy for the creation of processes and procedures with input from business teams, development, and IT Support.
Maintains expertise in the application and use of systems, tools, and processes within the department's scope
Maintains expertise in the business processes that drive the applications within the department’s scope
Promotes customer satisfaction and quality customer service within Asurion for Clients and other Asurion departments.
Develops and maintains positive working relationships with Clients and other Asurion departments by representing the department as a respected ambassador.
Ensures support and coordination of after hours tasks as required by the department's scope and deliverable timelines.
Escalates issues to departmental management in a timely and appropriate manner.
Ensures resource workload is clearly defined and appropriately coordinated to meet deliverable timelines.
Maintains a working knowledge of Asurion's applications and system integration and is able to understand changes in order to anticipate cross-system or cross-process impacts.
Maintains a strong level of understanding of the Asurion markets.
Ensures the appropriate documentation and adherence to departmental processes and procedures.
Ensures the appropriate resource planning for scheduled, ad-hoc, and emergency tasks within the department's scope.
Ensures the appropriate adherence to Asurion's inter-departmental processes and procedures within the testing team.
Ensures the representation of the department at appropriate intra-departmental meetings. Acts as delegate for the Director / Sr.
Director in their absence.
Encourages an open, learning, and progressive environment to allow the team's exploration of new solutions.
Ensures proper status notifications are relayed to business stakeholders and Client Relations for internal and external communications through the approved protocols.
Effectively communicates the feasibility of requested deliverables and timelines to internal Business and Project Stakeholders.
Monitors data security.
Experience and Educational Requirements
Bachelor’s degree in Business, Computer Sciences or related field (an equivalent combination of related education, training, and experience may be considered)
At least 8 years resource planning and people management
At least 8 years’ experience in one or more of the following areas (or combination thereof) :
Enterprise CRM / Customer Management
Insurance / claims industry
Relevant IT Discipline
Expert understanding of SDLC processes
Skill in diagnosing and solving complex problems and providing detailed technical analysis
Superior oral and written communication skills. Ability to exhibit a commanding presence when necessary.
Superior computer skills including common business applications such as MS Windows and MS Office including Excel, Word and Access.
Knowledge of theory and principles of project management
Experience managing complex data environments and parallel developmentKnowledge of multiple data integration and transformation technology platforms preferableKnowledge of SQL beneficial
Experience managing Agile development teams
Knowledge of Oracle preferable
Knowledge of Pega CRM preferable
Knowledge of Amazon Web Services - required
Knowledge of Scala, Java, nodejs- required
Specific knowledge / experience in most of the following highly preferred : ReactJS, HTML, XML, Web Services, HTTP, SOAP, REST, SQLAWS or similar Cloud Native SolutionsStrong OOD / OOP knowledgeReactive ProgrammingSingle Page Web ApplicationConceptual, logical, and physical application design
Experience with a structured software development methodology and service-oriented design
Experience with Industry best practices for source code management
Experience managing offshore resources
Outstanding organization, communication and interpersonal skills.
Strong customer orientation or professional services background.Capable of interfacing with the client, producing accurate estimates for long development cycles, and accurately gauging resource capabilities
Proven ability to facilitate the implementation of a feature from start to finish including prototypes, design specifications, constructive coding, unit testing, and bug fixing.
Proven leadership skills, with the ability to provide ad hoc team leadership in a focus areaProven ability to manage individuals, and multiple (small) team-oriented projects in parallelProven capability of helping individuals along a career focused path within a single companyProven capacity and willingness to recruit resources, build new resource networks, and retain resources.