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Senior Director of Operations Support
ORLANDO FL 32806
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-90674161

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
       
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Senior Director of Operations Support
**Wyndham** is currently seeking a **Senior Director of Applications Services** in Orlando, Florida. The Senior Director must ensure that all application service levels are met or exceeded and, to the extent that they are not, sponsor and implement remediation as needed. Specifically, the Director will:


+ Manage application and database changes to fix problems or to restore services and ensuring that they are adequately tested and that the potential impact to any up-line or down-line application is also tested and coordinated.

+ Ensure that applications are performing in a way that maximizes business productivity, i.e. they meet on-line response time service levels, interfaces/reports are delivered as required by the business and files are received and sent according to business-defined criteria.

+ Ensure that adequate database / file capacity is available to support the needs of the business on an on-going basis.

+ Responsible for the application-level technical support for the production applications.

+ Responsible for the availability, reliability, dependability and quality of all production applications within their scope and especially all that are business-critical applications.

+ Recovery of applications even when a non-application incident (e.g. a hardware failure) has necessitated remediation or recovery.


Additionally, this role will establish an application performance monitoring process and dashboard to include alerts and thresholds based upon early warning indicators to enable us to mitigate and prevent potential application outages as well as how to handle alerts to ensure the quickest resolution occurs and owners are accountable to address and take the appropriate action. This will include ongoing pattern analysis of issues to drive and improve ongoing application operational performance and availability. Also, if an alert has not been received in a while, the process will include a review that alerts and monitoring requirement are still intact.


Additionally from a talent and people management perspective, this role will provide leadership to a team, ensuring appropriate training of new employees; conducting performance evaluations and corrective actions as necessary, providing developmental opportunities and guidance on goals and objectives through clear, effective, timely and constructive feedback.


+ 15+ years' experience in operational support or related software development disciplines.

+ Solid knowledge of the application monitoring techniques and software engineering methodologies.

+ BS in Computer Science/Engineering or higher.

+ Demonstrated ability to define and execute an application monitoring process to proactively prevent and mitigate application performance issues or outages.

+ Demonstrated experience to drive processes to optimize software quality, reduce production defects and drive operational efficiency - ensuring quality solutions to our customer are a priority.

+ Demonstrated ability to ensure software quality is the top priority.

+ Proven capabilities to articulate quality metrics, software delivery performance to those metrics as well as ability to provide insightful root cause analysis and observations to eliminate defects and deficiencies in future software deliveries.

+ Knowledge of ITIL, CMMI and other relevant standards and quality and support models.

+ Strong problem solving skills and ability to make appropriate decisions considering the relative costs and benefits of potential actions.

+ Ability to coach and motivate team members to achieve their goals.

+ Ability to establish a long term vision and execute it.

+ Demonstrated ability to think globally and address issues locally while motivating a team to act with speed, commitment, and consistency.

+ Manage application level testing and support for software changes

+ Ensure processes and procedures enable a smooth, seamless transition into the production support environment including execution of formal confirmations, signoffs and authorizations

+ Sponsor, implements and manage process and productivity improvements and preventive maintenance related actions

+ Strong service orientation and ability to related to customer needs

+ Proven track record of year over year operational improvements and efficiencies

+ Demonstrated experience in the understanding of the testing and support of complex, enterprise infrastructures and applications, including 10 years leadership experience in managing, building and motivating teams

+ Familiarity in outsourcing of resources and services, specifically off-shore support and hosting services

+ Demonstrated experience in working in large systems environments adopting an agile/iterative environment with monthly or bi-weekly release cycles.

+ Experience in applying ITIL concepts in a large-scale production support environment; experience with capacity planning for systems and infrastructure; highly available systems, including the development and support of DR and BCP plans; international operational experience with multiple, geographically diverse data centers.

+ Experience in Oracle eBusiness suite, Hyperion, EPM, Kronosm etc. is a plus.


Envision your career with one of the world's largest hospitality companies. Wyndham Vacation Ownership, a member of Wyndham Worldwide's (NYSE: WYN) family of companies, is the world's largest vacation ownership business, as measured by the number of vacation ownership resorts, individual vacation ownership units and owners of vacation ownership interests. Headquartered in Orlando, Florida, the company develops and operates an expansive portfolio of resorts, managing comprehensive vacation ownership sales, marketing, and consumer financing operations. The company's seven primary consumer brands include: CLUB WYNDHAM®, WorldMark® by Wyndham, CLUB WYNDHAM® ASIA, WorldMark South Pacific Club by Wyndham, Shell Vacations Club, Margaritaville Vacation Club® by Wyndham and WYNDHAM CLUB BRASILSM. As of December 31, 2016, the company has developed or acquired 219 vacation ownership resorts in the U.S., Canada, Mexico, the Caribbean, South America and the South Pacific that represent approximately 25,000 individual vacation ownership units and nearly 900,000 owners of vacation ownership interests. Wyndham Vacation Ownership is supported by approximately 18,000 associates worldwide.


As one of FORTUNE Magazine's Most Admired Companies, Wyndham Worldwide is one family, one team of professionals who actively strive to provide our customers and each other with our signature Count On Me! Service promise. A promise to be responsive to needs, to be respectful in every way and deliver a great experience. It's more than a promise, at Wyndham it's been recognized as a commitment, visible in our awards including Newsweek's 100 Greenest Companies, Diversity Inc's 25 Noteworthy Companies and Ethisphere Institute Lists of the World's Most Ethical Companies amongst others. Come and join our Wyndham Family and discover the rewards for your career.


**Benefits**


A career at Wyndham offers you great benefit opportunities with a competitive package of salary and bonus, benefits and recognition. In addition to great employee discounts on such travel related areas as hotel & lodging, car rentals & other goods & services, you will receive:


+ Medical/dental and vision care plans

+ A 401(k) program that matches dollar for dollar up to 6% of salary (to government max)

+ Programs that include Flexible Spending Accounts, short & long term disability, life insurance & educational assistance amongst others


Along the way, you will have an opportunity to contribute to improving the world around us through our volunteer efforts and global sustainability program, Wyndham Green.


Come and be part of One Family, One Team, One Company . . . Wyndham


**_People Make the Difference_**

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