Senior Software Technical Support Manager

Senior Software Technical Support Manager

Senior Software Technical Support Manager to support our Delivery & Retail Systems Support Program across multiple active and emerging initiatives to deliver cost-effective solutions that enhance performance and meet business needs related to software change management and retail equipment used in full-service retail counters, postal self-service environments, and Contract Postal Unit (CPU) locations

The Senior Software Technical Manager will serve as a senior technical resource supporting the Program Management team throughout software planning, maintenance, development, and production support activities. The position will provide technical support and assist Program Management in identifying technical requirements, dependencies, risks, impacts, and readiness requirements associated with software changes. The position requires broad technical knowledge across enterprise software applications, infrastructure, interfaces, production environments, and software development processes.

Key Responsibilities

• Managing the entire Software Development Life Cycle (SDLC).
• Maintaining Optimal System performance and proactively mitigating risks early.
• Take projects from assignment to implementation.
• Support management team's efforts in change management, dependency risks and Critical Path Method to map risk burndown charts.
• Recommend and take action to improve processes.
• Team velocity and capacity planning,
• Analyze API call patterns, response times, and latency trends to diagnose integration and performance issues across enterprise platforms.

Required Certification:

One or more of the following certifications is required:

• SAFe Release Train Engineer (RTE)
• SAFe Architect
• PMI Agile Certified Practitioner (PMI-ACP)

Required Experience:

• A minimum of eight (8) to twelve (12) years' relevant Enterprise Software Development
• A degree from an accredited College/University in the applicable field of services.
• Experience supporting complex, integrated production software systems, Dependency risks and Critical Path Method to map risk burndown charts.
• Experience working across multiple technical teams and system dependencies.
• Demonstrated ability to identify technical risks and dependencies during the early stages of software planning.
• Experience supporting production incidents, performance problems, defect resolution, and software maintenance activities.
• Minimum 3 years' Experience with Computer Programming and developing complex web applications including Docker/Kubernetes Cloud integration and container CI/CD
• Strong understanding of the Software Development Life Cycle (SDLC).
• Ability to recognize technical risks and dependencies before development begins.
• Ability to analyze complex software changes across multiple systems and technical organizations.
• Ability to coordinate technical teams during high-priority production incidents.
• Ability to communicate complex technical information clearly to Program Managers and non-technical stakeholders.
• Strong analytical, troubleshooting, planning, documentation, and communication skills.
• Demonstrated leadership, organization, time management, budget management, and adaptability.
• Excellent communication skills, leadership, organization, time management, budget management, risk management, problem-solving, adaptability, and teamwork.
• Software maintenance and sustainment
• Software project planning and change planning
• Technical discovery and requirements review
• Development readiness assessment
• APIs and web services
• System interfaces and Interface Control Documents (ICDs)
• Application and server architecture
• Windows and/or Linux server environments
• Network connectivity fundamentals
• Databases and SQL concepts
• Docker/Kubernetes and CI/CD pipelines
• GitHub
• Microsoft Excel, Word, PowerPoint, Outlook, Teams
• Zoom