Manager, Application Support

Requisition ID # 171961 

Job Category: Information Technology 

Job Level: Manager/Principal

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Oakland

Department Overview
IT supports Pacific Gas & Electric’s True North Strategy by improving service quality, increasing capabilities through the development of new functionality, implementing new technology, reducing costs, increasing productivity, and facilitating organizational and business effectiveness through enabling technologies. The Application Support Team is part of the IT Organization and serves as a centralized organization responsible for the support of 300+ applications across PG&E’s IT landscape. Key organization responsibilities include application support and technical development where the team is an extension of the Product and Enterprise Solutions Team.


Position Summary
Client Support and Consulting:

• Serve as a trusted consultant to business and IT stakeholders, offering strategic guidance and subject-matter expertise
• Review functional designs and technical specifications to ensure alignment with business on intended solutions
• Lead and oversee root cause analysis efforts to identify underlying issues and to drive sustainable corrective actions
• Proactively identify and address client concerns through timely, professional, and stakeholder-focused communications
• Deliver prompt and professional responses to client inquiries, escalating as appropriate to ensure resolution
• Build and maintain effective cross-functional relationships with internal teams and external partners to ensure application availability and reliability across the portfolio
• Collaborate with service delivery leaders to conduct regular service level reviews and drive waste elimination

Application Support Leadership:

• Ensure effective delivery of vendor-provided services, including operations and maintenance to meet or exceed client requirements
• Support Cluster Leads in managing and prioritizing line-of-business demand and intake
• Maintain a strong understanding of service provider capabilities, offerings, and limitations
• Collaborate with service providers to define and standardize processes, tools, and service delivery practices across the portfolio
• Review, evaluate, approve, and support provider recommendations related to service changes and continuous improvement initiatives
• Define, implement, maintain, and report on operational and contractual metrics to provide transparency into IT solution performance
• Partner with service delivery leads to conduct periodic service reviews and ensure adherence to agreed service levels, keeping Service Excellence Office (SEO) and PG&E leadership informed of service health and vendor performance as required
• Collaborate with the Service Excellence Office to ensure missed service levels receive proper visibility and priority including application of service credits
• Ensure adherence to SOX, cybersecurity, and other governance, risk, and compliance requirements with deployed solutions

Other:

• Analyze existing processes using LEAN methodologies to recommend improvements for eliminating inefficiencies and operational waste
• Exercise independent judgment and discretion in decision-making and issue resolution
• Possess proven knowledge and experience across software development, testing and project management lifecycles
• Build and demonstrate deep subject-matter expertise within the assigned application portfolio (e.g. – Corporate Services & Fleet)
• Ensures adoption of service delivery platform and governance processes across the internal organization
• Partner with leaders at all levels across Enterprise Platforms & Infrastructure (EP&I) and Grid Platforms & Networks (GP&N) to ensure successful delivery of vendor-provided services

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint $147,000 - $199,000. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. 

Bay Area Min: $ 147,000

Bay Area Max: $ 251,000

This position is hybrid, working from your remote office at our Oakland Headquarters based on business need. The assigned work location will be within the PG&E Service Territory.

Job Responsibilities

• Accountable for the delivery of application support and development services within one of three Business Applications Towers
• Monitor and review service levels, metrics, and performance measures to ensure services are delivered as committed
• Regularly analyze ticket volume and trends to identify systemic issues and organizational pain points to drive timely remediation
• Collaborate closely with Enterprise Platforms & Infrastructure (EP&I) and Grid Platforms & Networks (GP&N) teams as a strategic partner to IT Senior Leadership
• Anticipate client concerns and proactively establish processes that enable timely, professional, and client-focused communications
• Provide prompt and professional responses to client and peer inquiries, escalating issues as appropriate
• Partner with SEO, PMO, Architecture, and Service Introduction teams to ensure new product SLAs are consistent, supportable, and aligned with supplier MSAs
• Actively participate in Business Applications All-Hands and tower-level meetings to drive alignment and knowledge sharing
• Identify opportunities to optimize costs associated with IT products and services while maintaining service quality
• Develop and maintain a tactical roadmap to drive waste elimination within the assigned tower
• Design, implement, and adapt support models to meet evolving business requirements
• Coach teams and partners to foster a culture of problem-solving and collaboration within the “One PG&E” operating model

The role of the Manager within the Business Applications organization includes the following key duties:

• Accountable for the end-to-end delivery of services across one of three application “Towers”; currently:
  • Enterprise Content Services, Customer Care, Utility Operations
  • Data & Analytics
  • Corporate Services and Transportation Services
• Partner closely with strategic supplier partners to deliver operations and maintenance (O&M), testing, and development services
• Conduct regular reviews of service levels, key performance indicators (KPIs), and other agreed performance measures to ensure service quality and accountability
• Collaborate with senior leadership to forecast demand, plan workloads, and align staffing to business needs
• Work with internal clients and strategic partners to ensure accurate time reporting, cost management and billing alignment
• While maintaining a primary focus on service delivery, proactively identify, develop, and present innovative process or technical solutions to eliminate waste and reduce redundant workload

Qualifications
Minimum:

• BA/BS in Computer Science/ Information Systems, Business, Engineering, etc. or equivalent work experience
• 8 years of experience in similar or related job functions (Information Technology or Business) that could be substituted by an advanced degree

Desired:

• Minimum 7 years experience leading in diverse workforce landscape
• Minimum 10 years experience managing vendor delivery
• Minimum 15 years of experience in similar or related job functions (Information Technology or Business) that could be substituted by an advanced degree
• Effective communication and problem-solving abilities
• Ability to work in a global environment with organizational flexibility
• Knowledge of applications support and development and testing best practices in a strategic partner / client model
• Strong understanding of Software Development Life Cycle methodologies such as Waterfall, RUP, Agile, etc.
• Detail oriented, analytical, good oral and written communication skills
• Understanding of the utility business
• Ability to collaborate with different teams across disciplines and levels
• Ability to promote healthy working environment with different teams across disciplines and levels
• Skilled in evaluating IT processes and ability to suggest improvements