Senior Director – Global Business Applications Support

Location : Sunnyvale, CA

The successful candidate for NetApp’s Senior Director - Global Business Applications Support must be passionate about leading an organization that has a purpose to provide scalable, sustainable and supportable business systems/applications to a fast-paced and rapidly growing company.

Critical success factors for this position will be to provide leadership to ensure:
• the solutions we employ are scaled in advance of business growth by providing capacity in all aspects of our business service (transactions, reporting, data mining etc);
• the solutions we employ are available to the user base eliminating unplanned downtime, making investment in the right areas to achieve redundancy where needed; high availability is built in to mission critical application planning
• there are formal system restoration policies and procedures to return applications to service quickly should an issue arise;
• the systems we provide are supported adequately and the introduction of planned change in the environments is accompanied by a formal support handover process to ensure we achieve high levels of user satisfaction

The Senior Director – Global Business Applications Support will directly manage three key IT Business Application Support functions, with approximately four (4) to six (6) direct reports and an organization size of approximately 120 NetApp Regular and Managed Service Provider employees. The Global Business Applications Support team high level structure will focus on:

• L1/L2 Business Applications Support
• Business Applications Technology Delivery and Support
• Business Applications Support Program/Services Office


L1/L2 Business Applications Support
The L1/L2 Business Applications Support team will focus on incident response, problem management, and management reporting on the overall application portfolio including availability, service level objectives, and trending. The L1 Business Applications Service Center is a general call center focused on handling all Application calls and basic applications problem resolution. The L2 Business Applications Teams are responsible for the management and resolution of deep application issues related to our business application portfolio. Each of the areas are staffed with functional experts that will understand the business processes managed within our application portfolio and will assist the business in resolving issues with our applications and systems.

Business Applications Technology Delivery and Support
The Business Application Technology Delivery and Support acts as the main technology support function for our internal L1/L2 Business Applications Support customer and the Business Applications Delivery functions. The overall charter for the teams is focused on Engineering, Delivery, and Support of our Business Applications Technology (SAP, Oracle, Siebel, PeopleSoft, BEA, Tibco, Oracle SOA, Oracle RDBMS, etc), Tibco Integration, SOA Integration (future), and Identity and Access Management for the above technologies.

Business Applications Support Program/Services Office
The Business Applications Support Program/Services Management Office major responsible include providing leadership for:
• Coordinating the demand forecasting, planning and approval processes across the Global Business Applications Support organization to ensure successful execution of the IT Roadmap
• Ensuring we have the required end-to-end (E2E) Support Services and Support Models in place to delivery against the service level objectives of our business partners.
• Ensuring we have Business Application Support metrics and reporting that provides an E2E Support Services view of key business application availability, usability, and IT support responsiveness.

Major Responsibilities

 Work closely with all business functions and management to ensure enterprise level applications support and service level agreements are met.
 Establish metrics for the Business Application Support including; availability, usability, responsiveness, and continuity.
 Supplier Management of third party Managed Service Providers to perform services/roles that have been identified as “context” to the NetApp Business Application organization.
 Collaborate with Business Application Delivery, Release Management and Infrastructure functions to evolve the current application portfolio to meet current and future business needs
 Develop future leader/managers of the Global Business Application Support organization
 Work closely with the NetApp EMEA and APAC Business Application Management to ensure Business Application Support strategies, plans, and service offerings include regional requirements and known issues are identified and prioritized
 Develop application/system support models and service level agreements to support enterprise level systems , and ensure support readiness mechanisms and processes in place to accommodate change
 Develops strategic and operational plans as part of the regular planning cycle
 Responsible for ensuring that plans are in place and applications are prepared for known business cycles (e.g. month, quarter, and year end)
 Ensure proactive capacity and availability management process are established and executed
 Provide single point-of-contact in area of service level delivery and service management. Serve as a focal escalation point on day-to-day tactical business partner issues.
 Implements methodologies and best practices to deliver the greatest value possible from the enterprise systems and services being provided
 Understand and support Sarbanes Oxley requirements to avoid deficiencies
 Provides management reporting for support goals, timelines, budgets and status

Skills/Experience Qualifications

• 12+ years IT industry experience
• 7+ years of Hi-Tech industry experience highly desirable
• 7+ years of management experience, including 7 years of managing Director/Senior Manager level employees
• 5+ years of recent management/leadership experience providing Global Application Support for ERP Applications (i.e. Oracle and/or SAP ERP solutions), with emphasis in Sales, Service Management, Supply Chain Management, Financials, Manufacturing, and Human Capital Management.
• Bachelor's degree in Business, Computer Science or related field.
• Excellent business acumen is required
• Excellent leadership, relationship management and team motivation skills
• Excellent written and oral communication skills
• Demonstrated track record in working within a diverse and distributed team environment.
• Ability to multi-task in an ever-changing environment is a must.
• ITIL certification highly desirable