Job Description

Description & Requirements
We are seeking an experienced and highly motivated Manager, IT Business Solutions Delivery (Reporting Pillar) to oversee the maintenance, support, and optimization of business-critical reporting applications. In this role, you will manage a team of application support specialists, collaborate with cross-functional teams to resolve technical issues, and ensure business users can access reliable and accurate data. You will play a pivotal role in ensuring high availability and performance of enterprise applications & driving continuous improvement, managing service-level agreements (SLAs), and enhancing the organization's reporting infrastructure. This role often includes troubleshooting, resolving incidents, maintaining the Metrics & KPIs and collaborating with other IT and business teams.
Responsibilities:

• Act as the primary point of contact for functional application support across business-critical applications.
• Lead and manage a team of application support engineers to ensure prompt resolution of end-user issues, service requests, escalations and application-related incidents.
• Lead the team by providing direction, coaching, and performance/Metrics management.
• Maintain high system availability and reliability by managing support processes and coordinating with developers, business analysts & other stakeholders.
• Develop and maintain the policies & procedures towards availability of comprehensive documentation, standard operating procedures (SOPs), and knowledge base articles.
• Collaborate with business units to understand functional requirements, process flows, and application usage, ensuring alignment between application and business requirements.
• Analyze and troubleshoot functional issues related to application workflows, data integrity, user access, and reporting.
• Drive continuous improvement by identifying recurring issues, root causes, and opportunities to optimize application performance and user experience.
• Provide regular reports and metrics to senior IT leadership regarding application support activities and performance.
• Being immediate supervisor, directly responsible for the performance, growth & productivity of the team members, ensuring high quality output from the team members.
• Identify opportunities for process improvements, optimizations, and automation within the data quality and governance workflows, leveraging your deep understanding of the platforms.
• Partner with data governance, IT, business, and delivery teams to bridge the gap between technical requirements and business needs.
• Serve as a liaison between business users and technical teams, ensuring that both sides understand the evolving requirements and functionality of the platforms.
• Investigate root causes of data quality issues, such as process flaws, or gaps in user understanding.
• Work closely with delivery teams to troubleshoot and address challenges in data workflows, quality checks, and governance processes.
• Collaborate with stakeholders to align metrics, KPIs to monitor progress and drive improvements.
• Experience in Agile environments or working with cross-functional teams in iterative, fast-paced delivery cycles.

Basic Qualifications:

• Bachelors or Masters degree in a STEM field or equivalent experience
• Minimum of 8 years of development or support experience in relevant field
• Minimum 2+ years of leadership experience managing a global team

• Proficiency of SQL (Microsoft/Oracle/DB2/Postgre) and understanding of data integration tools

• Experience on developing or supporting Reporting applications such as Birst, PowerBI, DOMO, Tableau, SSRS etc.
• Excellent problem-solving and analysis skills.

Preferred Qualifications

• ITIL certification (Foundation or higher)

• Strong understanding of the relational database systems and application monitoring tools.

• Strong understanding of application architecture and enterprise software systems

• o Experience with cloud platforms, particularly Amazon Web Services (AWS)

About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
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Skills Required