Senior Manager, Global Platform Support
Senior Manager, Global Platform Support
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Job Description
Accelerate your career. Join the organization thats driving the worlds technology and shape the future.
Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population we play a vital role in the worldwide IT sales channel bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach diverse solutions and services portfolio and digital platform Ingram Micro Xvantage set us apart. Learn more at
Come join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll be a fun journey!
This position can be located in our Buffalo NY or Ontario Canada office with the opportunity for hybrid work and a few days remote per week.
We are seeking an experienced Senior Manager of Platform Support playing a pivotal role in leading strategic initiatives guiding teams across regions and driving cross functional alignment for our mission-critical enterprise applications. This role will be responsible for Support delivery strategies for Ingram Micros enterprise-wide Xvantage platform focused on our internal associate users along with our Returns process / engine ecosystem optimizing self service capabilities. This leadership role is responsible for managing a cross-functional global team of technical engineers defining scalable processes and partnering with various platform and engine teams along with Product and Engineering to drive operational excellence and customer satisfaction.
Your Role:
Application Support & Operations
Own strategic planning and execution for Level 1 & 2 support for our extensive CRM application including integrations across multiple platforms data sources and ERPs
Ensure incident resolution escalation workflows root cause analysis Service Level Objectives and knowledge management objectives are met
Coordinate with Microsoft for escalations resolutions and preventative actions for the SaaS implementation of Dynamics
Own the support escalation process collaborating with engineering and vendor teams. Serve as an escalation point for internal and external customers for platform or customer experience escalations.
Team Leadership & Management
Build and manage a high-performing global team of application support specialists and system analysts spanning multiple locations and time zones
Define team structure roles and responsibilities aligned with growth and scale
Drive continuous training and mentoring on technical and business domain knowledge
Service Delivery & Reporting
Define and track performance metrics (e.g. MTTR CSAT backlog service levels)
Use data and KPIs to guide decision-making performance optimization capacity planning and bench strength development
Create regular executive reports on system health data and issue trends
Develop and maintain ITIL-aligned support processes (e.g. change incident problem management)
Translate organizational goals into actionable department-level initiatives
Process Optimization & Continuous Improvement
Collaborate with DevOps QA and Product teams to improve supportability of applications
Introduce automation tools to drive reduction of ticket volumes resolve root causes reduce cost to serve optimization initiatives streamlined processes skill development and innovation.
Champion best practices for change control code deployment and testing
Own department level budgeting forecasting and headcount planning
Scope analyze and complete cross functional projects and processes that will improve the associate and customer experience and key performance metrics
Stakeholder Management
Serve as the liaison between technical teams and business stakeholders acting as the voice of platform pain points and influencing cross functional roadmaps
Represent the department in senior leadership discussions and planning sessions
Prioritize enhancements and fixes based on business impact
Support IT audits security compliance and data governance
What you bring to the role :
Bachelors degree in Computer Science Information Systems or related field
3 years in a global senior leadership role
Proven experience managing cross-functional technical teams vendor partners and enterprise application support
Experience with service desk platforms (e.g. Zendesk ServiceNow Jira Service Management)
Excellent communication analytical and stakeholder management skills
ITIL Foundation certification
Experience with Azure DevOps CI/CD pipelines
Familiarity with Power Platform (Power Apps Power Automate)
Understanding of enterprise integration tools (e.g. APIs Logic Apps Dataflows)
Strong technical background in:
.NET (C# Web API)
React (or modern JavaScript frameworks)
Microsoft Dynamics 365 (Cloud CE Power Platform)
*This is not a complete listing of the job duties. Its a representation of the things you will be doing and you may not perform all of these duties.
#LI-SK1
#hybrid
The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidates primary work location pay grade and variable compensation plan. Individual base pay within each range depends on various factors in addition to primary work location such as complexity and responsibility of role job duties/requirements and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.
At Ingram Micro certain roles are eligible for additional rewards including merit increases annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits paid time off parental leave a 401(k) plan and company match short-term and long-term disability coverage basic life insurance and wellbeing benefits among others.
This is not a complete listing of the job duties. Its a representation of the things you will be doing and you may not perform all these duties.
Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.
Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age veteran status or any other protected category under applicable law.
Required Experience:
Exec
Employment Type
Full-Time
