Senior Director, Global Business Applications Support

Description:Job Summary:The successful candidate for NetApps 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 satisfactionThe 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 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 statusEducation and Experience:- A minimum of 10 years of experience as a people manager is required. - A Bachelor of Science Degree in Engineering or Computer Science is required; or equivalent experience; a Graduate Degree is preferred.- Demonstrated ability to manage multiple, critical projects is required.Qualifications: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. - 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.Salary/Benefits: Salary commensurate with experienceTo learn more about NetApp employee benefits go to: http://www.netapp.com/jobs/benefits.htmlJob Location: Sunnyvale, CAJob Number: RUSANAP2234-613202Company URL: http://www.netapp.comCompany Profile:NetApp creates innovative storage and data management solutions that help accelerate business breakthroughs and deliver outstanding cost efficiency. Our dedication to principles of simplicity, innovation, and customer success has made us one of the fastest-growing storage and data management providers today.Customers around the world choose us for our "go beyond" approach and broad portfolio of solutions for business applications, storage for virtual servers, disk-to-disk backup, and more. Our solutions provide nonstop availability of critical business data and simplify business processes so you can deploy new capabilities with confidence and get to revenue faster than ever before. You can rely on our industry-leading solutions to lower the cost of protecting your data, business, and reputation.We bring together the industry's best partners and technology to deliver services that help you maximize what you are getting from your infrastructure. Our collaborative approach, working as one team with one goal, means that you get a solution that is just right for you-on time and on budget. To support your global business, we provide highly-responsive support in local languages. From London to Austin, from Bangalore to Tokyo, well work with you to solve your problems and help you reach your goals.Discover our passion for helping companies around the world go further, faster at www.netapp.com