Dynatrace
Dynatrace enables flawless and secure digital interactions.
Waltham , MA
Hybrid

Director Application Management Services

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Want to be part of a revolution? Already the leader in application monitoring solutions, Dynatrace is redefining the rules of performance with, Dynatrace One, its new 3rd generation platform. We are searching for a Business Applications - Director Application Management Services to support our growing business and advance the value and benefits of information intelligence across our business applications. 


Do you have what it takes? Come join our dynamic and growing IT center of excellence! 


Under the guidance of the Senior Director of Business Systems, you will play a key role in leading customer focused application management services and quality assurance. You will be responsible for leading a team focused on delivering production support, system administration, user management, and QA Testing. This role will concentrate on metrics to drive excellence in customer service and quality such as productivity, service level, efficiency, and application release quality.

Responsibilities

  • Manage production support process(incident management) and SLA's for business applications; Sales/CRM, Finance, HR, Customer Experience and Integrated Applications
  • Manage day to day activities of the system administration and QA Team. Manage and maintain team schedules for peak support periods such as quarter and year end.
  • In collaboration with extended team, define and execute cloud application QA strategy, process, org structure and tools
  • Research and recommend test automation tools and technology 
  • Identify, measure, and prioritize application optimization processes to consistently reduce repetitive support tickets 
  • Define support and QA standards and metrics. Insure metrics can drive actionable enhancements
  • Enhance process to measure customer satisfaction. 
  • Research and implement test automation for cloud based managed Applications 
  • Lead and manage process and tools for user management across multiple applications
  • Manage system enhancements maintenance board
  • Oversee management of business application health, job failure monitoring, performance monitoring, security policy, 

Requirements

  • 8+ years experience in cloud based application management of production support, quality assurance, and application release process including managing a team 
  • Prior experience with business applications; CRM(Salesforce), Finance(NetSuite), HR, Customer Support(Zendesk), Integrations(Dell Boomi)
  • Experience with ITIL/ITSM processes
  • Experience with SDLC best practices
  • Experience working in SaaS industry preferred
  • Previous experience participating with Agile/ Scrum methodology preferred
  • Passion to work within a fast paced, high energy, high tech environment

Why work at Dynatrace? 

Some companies claim leadership, Dynatrace proves it. We're redefining the rules of performance, with a focus on what it takes for companies to succeed in today's digital economy. Being a trailblazer is hard work and we need dedicated team players that will work to ensure Dynatrace remains #1 in the market.

 

Do you have what it takes to revolutionize the performance industry? We need big thinkers who don't settle for the status quo and want to push their careers to the next level. Think you have what it takes? We want to hear from you.


Dynatrace provides software intelligence to simplify enterprise cloud complexity and accelerate digital transformation. With AI and complete automation, our all-in-one platform provides answers, not just data, about the performance of applications, the underlying infrastructure and the experience of all users. That’s why many of the world’s largest enterprises trust Dynatrace to modernize and automate enterprise cloud operations, release better software faster, and deliver unrivaled digital experiences.

 

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an equal opportunity employer and VEVRAA Federal Contractor. We consider all qualified applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, veteran status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.


Note to Recruiters and Placement Agencies: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.

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What are Dynatrace Perks + Benefits

Dynatrace Benefits Overview

Being a leader in the market doesn’t mean it’s all work and no play. At Dynatrace, our employees take their jobs seriously but also like to have fun. While at work, we encourage you to take a break and enjoy a game of ping-pong, have a cup of coffee or go to the gym. Work flexibility is important at Dynatrace, we are investing in your growth and happiness! Dynatrace provides a comprehensive benefit plan that allows employees to select benefits that fit their personal needs and stay competitive in the market place.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Employee resource groups
Remote work program
Diversity
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our values
We keep things simple. Common sense has guided our journey and enabled us to grow and excel. As we’ve developed, we've identified three pillars that define and embody our culture:

Innovate with Passion
We build innovative solutions and creative approaches to our business across all functions to benefit our stakeholders. Our passion is fueled by our profound curiosity, inspiration, and desire to drive positive change.

Engage with Purpose
We aspire to fulfill our mission by committing to excellence and delivering meaningful customer value. We collaborate and communicate effectively to reach our shared goals and aid our customers in achieving their objectives. We listen with empathy, encourage diverse perspectives, act with kindness, and foster an environment where every Dynatracer can have an impact.

Win with Integrity
We deliver results through honesty, transparency, and accountability. We compete with tenacity while upholding the highest ethical standards and respect for our customers, partners, and colleagues. We constantly learn from feedback, celebrate with humility, and strive for excellence.

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