[Remote] Solution Engineering Manager - Application Maintenance

Note: The job is a remote job and is open to candidates in USA. Dice is recruiting a Solution Engineering Manager to lead application maintenance operations for a Customer Information Systems and Meter-to-Cash application portfolio. The role oversees operational stability, support strategy, service performance, vendor governance, compliance, continuous improvement, strategic enhancements, and people leadership.

Responsibilities

• Act as owner of the application maintenance operations for the Customer Billing portfolio, in partnership with strategic managed service providers, other tower leads and shared service operations teams
• Ensure seamless operations with minimal disruption, of current Customer Billing applications, in support of Our client's business requirements and service level agreements
• Work towards proactive identification of problems and corresponding corrective and preventive actions, to prevent disruption to the business
• Drive continuous Customer application maintenance improvement and automation from both a technical and process perspective, working closely with all stakeholders, as appropriate
• Initiates and fosters relationships with business partner teams and executives, technology leaders, vendors, and partners; develops relationships that promote trust and increase efficiency and effectiveness
• Provides leadership to solution development teams, and proactively engages with teams to promote process and organizational improvements that enhance overall effectiveness
• Prepares and presents Customer billing application/meter-to-cash support communications for executives and stakeholders
• Establishes financial plan for department and manages to plan, and jointly establishes financial targets with business partners
• Develops and maintains a network of industry contacts; performs research on industry trends, competitors, business and IT products; analyzes trends and make strategic and tactical recommendations
• Ensures system, technical and product architectures are aligned with business objectives
• Accountable for application availability, stability, resiliency, and service performance across the Customer Billing and Meter-to-Cash portfolio
• Establish and monitor operational KPIs, SLAs, OLAs, incident trends, backlog health, and customer satisfaction measures
• Lead operational reviews and ensure timely resolution of production issues
• Ensure operational readiness, supportability, monitoring, and documentation standards are maintained across all applications .
• Lead Major Incident Management activities and provide executive-level communications during critical service disruptions
• Ensure Root Cause Analysis (RCA) activities are completed and corrective actions are implemented
• Govern production changes and releases to minimize operational risk and customer impact
• Drive reduction of recurring incidents through proactive problem management
• Manage strategic relationships with IBM and other managed service providers, ensuring delivery against contractual obligations and service commitments
• Conduct supplier performance reviews and oversee remediation plans for service deficiencies
• Review and approve staffing plans, succession plans, and resource strategies for support organizations
• Ensure compliance with regulatory requirements, audit controls, cybersecurity standards, and corporate governance policies
• Support internal and external audits, including PSC, DPU, SOX, data privacy, and cybersecurity assessments
• Manage operational and technology risks and drive mitigation plans through completion
• Drive adoption of AI, automation, monitoring, and operational tooling to improve efficiency and reduce operational risk
• Identify opportunities to reduce manual effort, improve support processes, and enhance service quality
• Lead technical debt reduction initiatives and lifecycle management planning
• Partner with product delivery and project teams to ensure successful transition of new capabilities into production support
• Define operational acceptance criteria and ensure support readiness prior to deployment
• Collaborate with architecture and engineering teams to ensure solutions are supportable, scalable, and secure
• Lead and develop a high-performing team of application managers, analysts, and support professionals
• Foster a culture of accountability, collaboration, innovation, and continuous learning
• Build organizational capability through coaching, mentoring, and knowledge-sharing practices

Skills

• Bachelor's degree in computer science/engineering or in related field
• Experience leading large, multi-year, business-critical applications
• At least 10+ years of experience working in the technology industry with 3+ years in leadership role
• Thorough knowledge of Agile software delivery models (Kanban, Scrum, etc.)
• Ability to promote and role model a team-oriented environment
• Ability to lead technology teams in different locations in US
• Highly developed negotiation, facilitation and consensus building skills
• Highly developed oral and written communication skills; strong presentation skills
• 10+ years of experience supporting large-scale enterprise applications in production environments
• 5+ years of leadership experience managing application maintenance and support organizations
• Experience managing managed service providers and offshore support teams
• Experience leading Incident, Problem, Change, and Release Management processes
• Knowledge of ITIL Service Management practices
• Experience supporting regulatory, compliance, and audit activities
• Experience managing operational budgets, forecasts, and vendor spend
• Demonstrated ability to communicate effectively with executive leadership and business stakeholders
• Master's Degree preferred
• Utility industry experience supporting CIS, Customer Billing, Customer Care, Collections, Payments, Supplier Services, or Meter-to-Cash processes
• Experience with Customer/1, CSS, CRIS, SAP IS-U, Oracle CC&B, Kraken, or similar utility CIS platforms
• ITIL Foundation, Managing Professional, or Strategic Leader certification
• PMP, Scrum Master, SAFe, or Agile certification
• Experience with ServiceNow, Splunk, Dynatrace, AppDynamics, or similar monitoring platforms
• Lean Six Sigma certification or operational excellence experience
• Experience implementing AI-enabled support, AIOps, and automation solutions

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• Dependent care flexible spending account
• 401(k) plan
• Voluntary life coverage
• Short-term disability coverage
• Whole life coverage
• Term life coverage
• Accident coverage
• Critical illness coverage
• Employee assistance program
• Sick leave in accordance with regulation

Company Overview

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