Application Support Manager

Allstate Identity Protection is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We combine our advanced investigative systems with our expertise in working with businesses to ensure our customers remain protected from any online threat. 

Job DescriptionReporting to the VP, IT Governance and Platform Operations and working closely with Business units, product owners and Software Engineers, the Application Support Manager will utilize their skills to troubleshoot, analyze, solve, and communicate issues effectively while managing a small team of engineers. The individual must have proven leadership experience and can multi-task, be creative, innovative, flexible, and organized. This position will challenge you with solving different issues on a daily basis and the opportunity to make a difference to our customers both internal and external. The environment is fast-paced, fluid, and requires high adaptability to be successful

Essential Functions

• Manage and lead a small team, assist with any questions, daily activities, and training/mentoring of existing and new team members.
• Provide direction, conduct performance reviews, hold 1:1’s, etc.
• Act as a key point of contact for colleagues elsewhere in the organization who are most closely aligned with the functional area.
• Ability to maintain and foster relationships with key stakeholders around the business. 
• Accomplish department objectives by managing staff; planning and evaluating department activities.
• Maintain excellent professional relationships with counterparts of engineering and customer support departments.
• Provide support and identify all issues and prepare appropriate documentation and solutions.
• Provide insight and reporting of top 5 backlog items impacting customer/client operations.
• Address escalations in a timely matter. 
• Collaborate with Business Owners, Product Managers, Operations, Engineering and QA teams to ensure proactive monitoring, high availability, and performance of products to achieve the best customer experience.
• Implement code fixes as needed.
• Support custom REST API services that drive internal processes, client applications, and mobile applications
• Manage and support automation processes (file processing, reporting, etc. using Shell, Python and PHP scripts)
• Engage in architectural reviews and peer feedback on code or process changes.
• Follow change control processes to implement code changes/fixes as needed.
• Leads work effectively and acts on own initiative without being prompted.
• Monitor Ticket queue, and actively work tickets (Updates, Open, Close, Escalate) to SLA timelines.
• Maintain a high-level dashboard of overall environmental health based on monitoring data.
• Comply with standard processes and security policies when implementing solutions.
• Be highly adaptable to change in a fast-moving environment. Great sense of urgency.
• Participate in Disaster Recovery testing as needed.
• Work effectively in an agile environment.
• Able to maintain professional composure in any situation or pressure conditions.

Required Education, Experience, and Skills

• High School Diploma mandatory
• 3+ years in a management position
• 5+ years of experience in an application support role.
• 2 to 4 years’ experience with PHP backend development
• 2 years’ experience with Java, Python
• 2 years; experience with React
• 2+ years’ experience with mySQL / MariaDB
• Experience with MS SQL, creating and running queries
• Rest API development experience
• Working knowledge of graphQL a plus
• Working knowledge of Jira and confluence required
• Strong Linux, Bash, Shell, and Automation skills
• Experience with troubleshooting production issues and understanding underlying architecture and data relationships.
• Experience working with and refactoring existing code
• Firm understanding of software version control systems
• PowerShell or similar CLI/scripting experience a plus
• Hands-on experience with software development and testing
• Experience with a service desk ticketing systems (Zendesk, HP, ServiceNow, etc.)

• Experience with monitoring tools a plus (Solarwinds, Datadog, Uptrends, Nagios)
• Strong, proven problem-solving skills with the ability analyze effectively and reverse engineer to quickly solve problems
• Must be committed to a culture of continuous improvement.
• Exceptional customer relations skills and a commitment to excellent customer service
• Must be able to communicate effectively with users, and senior leaders at all levels.
• Ability to effectively prioritize and execute tasks.
• Ability to self-manage, self-start
• Critical thinker, self-starter, clear and concise communicator
• 24 x 7 on-call availability
• Experience with monitoring tools a plus (Datadog, Uptrends, Nagios)
• Excellent writing and communication skills.

SkillsCustomer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented

CompensationCompensation offered for this role is $112,000 - 196,750 annually and is based on experience and qualifications.

At Allstate Identity Protection, great things happen when our people work together. That’s why when you join our team, we make sure it isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.  

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live. 

Good Hands. Greater Together.®

We are Allstate Identity Protection (formerly, InfoArmor), a wholly owned subsidiary of The Allstate Corporation. We go beyond the typical identity theft protection! Our Allstate Digital Footprint™, identity theft and credit monitoring services, fraud remediation and restoration services help our subscribers safeguard their personal information, data they share online, and the relationships they treasure.

Employment Criteria: The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen

Work Environment: Except for our Customer Care roles which necessitates onsite work, most other roles are remote. AIP is a remote-first company; however, our roles are open to in-office or flex work if you live in a city with a physical office location

Physical Demands: We primarily collaborate with our colleagues through virtual meetings and office collaboration tools. Employees will have to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity machinery, as necessary. Employees must be able to remain stationary for extended periods and must be able to observe and interpret written and/or verbal communication.

Additional Information: AIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, AIP will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment. Please let us know if you need a reasonable accommodation.

AIP uses the E-Verify employment verification program.