IT Manager I (Application Support) - #1411500

Lensa partners with DirectEmployers to promote this job for Ross Stores, Inc..

Our values start with our people, join a team that values you!

Bring your talents to Ross, our leading off-price retail chain with over 2,100 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.

As Part Of Our Team, You Will Experience

• Success. Our winning team pursues excellence while learning and evolving
• Career growth. We develop industry leading talent because Ross grows when our people grow
• Teamwork. We work together to solve the hard problems and find the right solution
• Our commitment to Diversity, Equity & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.
  
  

Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

General Purpose

The Manager I position is responsible for the reliability, maintenance, support, and continuous operation of our Data Warehouse (EDW/Snowflake), including support for MicroStrategy and Batch that facilitates timely availability of critical reports and dashboards to business users. This manager will closely work with onshore and offshore third-party resources and will be known as the Service Owner for the areas they support.

The base salary range for this role is $109,900 - $187,450. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

Essential Functions

• Manage day-to-day operations for the Data Technology area for production applications.
• Provide 24/7 support to promptly join issue calls and take the lead in troubleshooting.
• Actively participate on critical incidents - facilitate meetings to resolve issues, discuss monthly service reports and escalate challenges.
• Assist with leadership communications during severity incidents, schedule and lead retrospective meetings, follow through on action items and ensure root cause analysis (RCA) is available in a timely manner after their review and approval.
• Collaborate and negotiate with internal and external cross functional teams to resolve identified actions in the RCA and remediate future problems.
• Exhibit thorough understanding of changes in their area - due diligence prior to change approvals that may end up impacting systems and infrastructure.
• Follow a project as the Service Owner, understand the scope and make recommendations as needed during the delivery phase to help effectively operationalize support of the solution.
• Review support/project documentation (Service Level Agreements, transition plans, requirements/design documents, test results, SOPs, RACI etc.) to confirm accuracy, understanding and ensure supportability after project team transitions to AM.
• Maintain stability and quality of their services by ensuring operational standards and processes are followed, support plans are organized, relevant and readily available for use.
• Participate in estimating the AM Support budget activities as it relates to their service - provide support estimates prior to the project requesting funding. Work closely with third party to review and approve SOWs.
• Problem management - Ability to work cross-functionally to identify and proactively remediate problems by prioritizing the changes to benefit stakeholders.
• During peak sales and focused stability periods, follow standards to ensure reliability of their services.
• Good understanding of systems development lifecycle, technical components involved and ability to understand and support new changes in their applications.
  
  

Competencies

People

• Building Effective Teams (for managers of People and Projects)
• Developing Talent (for managers of people only, N/A for this role/level)
• Collaboration
  
  

Self

• Leading by Example
• Communicates Effectively
• Ensures Accountability and Execution
• Manages Conflict
  
  

Business

• Business Acumen
• Plans, Aligns and Prioritizes
• Organizational Agility
  
  

With Particular Emphasis On The Following Specific Position-related Competencies

• Influencing
• Intellectual Curiosity
• Ability to Troubleshoot
• Sense of Urgency
• Technical Acumen
• Out-of-the-box Thinking
  
  

Qualifications And Special Skills Required

• Minimum 6-8 years IT retail experience in application management for Data Warehouse and Batch processing.
• 4+ years of IT experience in a supervisory position (managing consultants), supporting production applications.
• Provide 24/7 support to promptly join issue calls and take the lead in troubleshooting.
• Bachelor's Degree with a concentration in Computer Science, Business Information Computer Systems, or equivalent work experience.
• Experience with BMC Control-M, Service Now, and Microsoft O365 suite.
• Experience troubleshooting complex issues, understanding support goals, and breaking them down to actionable tasks.
• Maintain relationships with vendors, the business, build partnerships and work collaboratively with others.
• Intellectually curious, detail-oriented, ability to delegate work and follow through on status and connect the dots on cross functional upstream and downstream dependencies / impacts.
• Ability to maintain composure in a dynamic environment and stay focused on the task on hand.
• Team player with the organizational agility to draw a line on risks that could compromise reliability and SLAs for their production applications and emphasize need for detailed test results and reviews before approving a change to production systems.
• Ability to work with teams that are geographically distributed and work across different time zones.
  
  

Physical Requirements/Ada

This position requires the ability to work in an office environment, including using a computer, attending meetings, working as part of a team, and the ability to communicate with team members and others. Regular attendance also is a requirement of the position.

Ability to provide 24/7 support to promptly join issue calls and troubleshoot.

This role requires regular in-office presence, including attending in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback. However, this role can perform duties effectively using a combination of in-office and remote work.

Supervisory Responsibilities

None

Disclaimer

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

If you have questions about this posting, please contact [email protected]