Enterprise Holdings Manager (Production Support) in St. Louis, Missouri

Enterprise Holdings is powered by technology. As a diverse team of idea enablers and problem-solvers, our more than 2,000 innovative IT professionals design, develop and drive the tech that is redefining how customers rent, buy and share vehicles from our family of brands — which includes Alamo Rent A Car, Enterprise Rent-A-Car and National Car Rental.

Here, you will be part of a team that creates and delivers powerful solutions for more than 10,000 branch locations and 100,000 employees across the world with the resources and support to develop in a variety of career paths. Enterprise Holdings IT is a critical area of the business; we develop technical solutions that power our global operations and a fleet of 2 million vehicles, allowing our branch employees to exceed our customers’ expectations.

The IT Car Sales Department partners with our business and IT Teams to deliver technology solutions that support our retail Car Sales operations. Enterprise Car Sales operates approximately 138 dealerships throughout the United States.

We have several exciting initiatives in IT Car Sales. We have a significant strategic business initiative underway to enhance the customer experience at our Car Sales locations. This effort will deliver new technology in our dealerships and online that will allow customers to be more engaged and interactive in the car purchasing process and enable our dealership employees to more effectively serve the customer’s needs. This is a transformational initiative for our Car Sales business, with the goal of providing an optimized, efficient and engaging customer experience.

In conjunction with this transformational initiative we are also focusing on how we can enhance our product portfolio to support more real-time access to our vehicle inventory. This capability and the migration away from many of our legacy products will create efficiencies and offer new sales opportunities for our business and buying opportunities for our customers.

The Manager of Production Support will lead all production support initiatives for our Car Sales products and solutions. Job responsibilities will include:

  • Lead incident management and response – including troubleshooting, resolution and root cause analysis/follow up efforts

  • Lead analysis of production issues – research and track any pervasive issues within our production solutions and work to resolution

  • Manage application development resources focused on production support and maintenance initiatives

  • Coordinate production release and maintenance schedules to identify and mitigate risk

  • Act as primary liaison with other technical and business support teams

  • Participate in vendor support calls to troubleshoot issues or plan dependent maintenance

  • Establish and implement support processes and service levels for new products

  • Recommend changes to processes and technologies to improve support

  • Manage Car Sales IT support plan, including organizational adherence and evolution of the plan

Equal Opportunity Employer/Disability/Veterans

Required:

  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future

  • 6 years of related experience

  • Must have 2 years’ experience successfully managing people including career planning/support, training, interviewing, hiring, rewarding, disciplining, and performance and salary reviews

  • Must have good project management, time management and organizational skills

  • Must have a strong sense of initiative, requiring little direct supervision

  • Must be willing to work off-hours as needed as part of incident management responsibilities

  • Must have a broad understanding of IT architecture, ecosystems and structure

  • Must have experience working across the IT organization to accomplish support objectives

  • Must have experience working with external vendors and service providers

  • Must demonstrate strong communication skills, both verbal and written, including good listening skills, influence and leadership presence

  • Must have experience developing, communicating, and implementing standards, processes, and procedures for the team in a collaborative and diverse environment

  • Must ensure compliance to and uphold security standards, processes, and procedures in all decisions and daily job responsibilities

  • Must provide escalation assistance; recommend potential solutions to issues; follow established escalation procedures; resolve complex issues

  • Must be committed to incorporating security into all decisions and daily job responsibilities

Preferred:

  • Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or related field preferred

  • Previous application development leadership experience

  • Experience working in an Agile/Iterative development lifecycle

  • Working knowledge of Jira and Confluence

  • Working knowledge of ServiceNow

Street 2: St. Louis

External Company URL: www.erac.com

Requisition Number: 2019-277624