Company Summary

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for seven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

Job Summary

We are currently seeking an experienced IT Applications Manger (Support & Operations) to lead our Support and Operations team in providing our client with high-quality, compliant, and efficient IT services. The ideal candidate should have extensive experience in incident, release, and request management, as well as a proven track record in driving strategy for SRE, DevSecOps, compliance management, client onboarding and triage management.

In this role, you will be responsible for driving operational readiness of application features and enhancements, provide break/fix support, maintenance, and preventative solutions. You should also have a strong understanding of enterprise-level distributed systems and cloud computing platforms.

Responsibilities

• Develop and implement processes for incident, release, and request management, ensuring compliance with First American and industry standards and best practices.

• Lead the IT Support / Operations team in providing 24/7 support to clients, ensuring timely resolution of incidents and requests.

• Drive strategy for compliance management, ensuring that all IT operations are carried out in accordance with relevant regulations and standards.

• Manage the performance and availability of IT systems, proactively identifying and resolving potential incidents.

• Establish Service Level Objectives to ensure there is appropriate monitoring and metrics available to measure the established objectives.

• Familiar with the golden signals of monitoring (latency, traffic, error rate, and resource saturation).

• Develop and implement DevSecOps strategies that align with our goals and objectives, ensuring security is integrated into all aspects of the software development lifecycle.

• Work closely with the team to develop and implement SRE strategies that ensure availability, reliability, and scalability of the applications and services.

• Drive Incident Management (creating, escalating, managing to resolution) for the application and platform, including leading remediation bridges for complex P1/P2 issues.

• Establish and oversee a Knowledge Management repository and suggest automation tasks to eliminate manual processes and reduce toil.

• Collaborate with cross-functional teams to plan, execute, and manage releases, ensuring minimal disruption to business operations.

• Manage the onboarding process for new clients, ensuring a smooth transition to IT services.

• Lead the triage management process, ensuring that incidents and requests are prioritized and addressed in a timely manner.

• Lead and manage a diverse team of onshore and offshore professionals (Leads, SME’s, and Individual contributors), fostering a collaborative and productive work environment while effecting change within the organization.

• Work closely with senior management to develop and implement IT strategies that support the overall business goals.

• Build strong relationships with customers, stakeholders, and partners to ensure effective incident reporting and to develop next-generation practices to meet their needs and expectations. This includes opportunities for automation, self-service, and leveraging customer feedback to continuously improve the incident management process.

• Ensure that the IT Operations team has the necessary skills, training, and resources to perform their role effectively.

• Experience collaborating across multiple functional and/or technical teams to deliver an Agile-based project. 

• Govern and manage Infrastructure by keeping service accounts, certificates renewals up-to-date

• Manage the delivery of all IT audit requests and provide regular reports on their status.

• Should possess a deep understanding and keen interest in supporting DevSecOps activities, particularly in the areas of deployment, infrastructure provisioning, and process automation.

• Should be proficient at Cloud concepts & guiding principles on AWS with knowledge on key features, advantages, and disadvantages.

Qualifications, Skills & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field.

• At least 3-5 years’ experience in IT Applications management (Support and Operations), with a focus on incident, release, and request management.

• Strong knowledge of ITIL and other industry standards for IT service management.

• Excellent leadership, communication, and interpersonal skills.

• Ability to manage and prioritize multiple tasks and projects.

• Strong analytical and problem-solving skills.

Technology Stack

• Knowledge on application support with Tech Stack around Microsoft technologies and AWS including but not limited to C#, MVC 5, ASP.Net, Web API, .NET Core and Microservices, SQL Server 2014/ 2016/ 2018 and AWS services.

• Experience delivering complex solutions utilizing common programming languages C#, JS, TypeScript, YAML, Terraform, PHP

• Extensive experience with configuring and monitoring via tools such as but not limited to DataDog, ELK, Splunk, AppDynamics

Pay Range: $94,798.00 - $183,480.00

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

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First American invests in its employees’ development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.