Careers

Job Brief

Candela is recognized globally for its innovating energy-based technologies that change lives and our new brand embodies our continued commitment to innovating medical aesthetic treatment solutions based on solid science and effective outcomes.

We aspire to provide the highest levels of clinical, technical and customer support, and continue to build on the longstanding partnerships of trust we’ve established with physicians, their practices and the patients they treat.

Every role is important at Candela:

Candela seeks an AMS Manager (Application Managed Services) who will lead and inspire a team of technical and functional consultants in the delivery of solutions which are critical to success for our internal customers and IT team members.

 Key responsibilities include hands-on management of application management services (AMS) delivery team, specific service level agreement (SLA) metrics and key performance indicators (KPIs), and day-to-day process management. The AMS Manager must understand, manage and balance priorities for the AMS team’s workload, both onshore and offshore. Responsible for leading cross-functional/technical issue resolution and coordination within the AMS team, escalating as necessary.

The role requires strong team leadership skills, advanced capabilities in AMS and process management, exceptional written/verbal communication skills, advanced fluency in data-driven analysis to drive sound business decisions, and the ability to partner with other members of the IT team to deliver quality service to our customers.

• Interact with internal customers regularly to build relationships and ensure customer satisfaction through Quality & Service Value.
• Partner with the IT Leads to understand their domains and opportunities for support and service improvements.
• Work with internal customers to identify enhancement and project opportunities. Ensure each opportunity has an appropriate Statement of Work including appropriate resources, project plan, funding approval and business owner.
• Actively participate in the weekly project portfolio review and help drive continuous improvement and operational excellence.
• Work with, review, and provide recommendations to continuously improve core AMS processes and team structure.
• Ensure AMS team adherence to metrics and KPIs. Ensure those metrics are reviewed and published on a weekly basis.
• Manage implementation of process improvements within the AMS team.
• Mentor the AMS team to continuously improve.
• Perform reviews of major incidents, major problems, and/or changes, as per assigned processes.
• During an outage, lead the P1/Outage process and drive all required communications.
• Facilitate Root Cause Analysis (RCA) – Investigate, document and provide preventative solution of service failures.
• Proactively identify and develop strategies to avoid potential causes of service failure.
• Coordinate technical support to lead/assist in the minimization of consequences of service failure (workarounds).
• Maintain knowledge base documents (KBD), known errors and workarounds. Ensure all members are trained on their applicable KBDs.

Problem Management

• Facilitate Root Cause Analysis (RCA) – Investigate, document and provide preventative solution of service failures.
• Proactively identify and develop strategies to avoid potential causes of service failure.
• Coordinate technical support to lead/assist in the minimization of consequences of service failure (workarounds).
• Maintain knowledge base documents (KBD), known errors and workarounds. Ensure all members are trained on their applicable KBDs

Service Management and Support

• Manage troubleshooting, problem analysis and resolution of assigned system issues.
• Utilize existing reports, or compile data, to analyze help desk performance, identify trends and recommend solutions.
• Develop prevention strategies based on tracking and trending analysis.
• Provide the AMS team with feedback and corrective action on SLA performance.
• Provide effective training and support.
• Perform other duties as assigned.

Operations Support

• Utilize operational support systems including Change Control, Problem Management, and other systems as required.
• Ensure all service issues and requests are handled effectively within the team.
• Facilitate the disbursement of new knowledge gained during troubleshooting and research throughout the AMS team.
• Identify areas for customer education and training activities.
• Coordinate AMS team activities, manage customer expectations, and review resource feedback.
• Assist in the development of quality assurance standards, procedures, documentation and controls for AMS operation.
• Provide information that allows support processes to be optimized, incidents to be reduced, and management planning to be executed.
• Recommend changes in operation of AMS to respond to changing customer requirements/expectations and to improve management of customer service issues.
• Assist with other departmental activities as required in maintaining business SLAs.
• Motivate and guide team members to continuously improve performance deliverables, identify training or skill set needs, and address with AMS team and management as applicable.

Background required for this role:

• B.S. in computer science, business systems, engineering, finance, or an equivalent discipline.
• 5+ years of AMS experience.
• Experience with an outsourced provider for application support is an advantage.
• Project Management experience is an advantage.
• 5-10% travel is required.

This job description is not all inclusive and is intended to capture a majority of the job functions.  Special projects and other tasks may be required by management.