Sr Manager Technology, Production Support

Join the largest manufacturer of tile and natural stone in the United States and watch your career stand out with Dal-Tile, a subsidiary of Mohawk Industries.

Our close-knit team of dedicated professionals has made us the success we are today. In exchange for their hard work, we support our people with a family-friendly work environment, a commitment to promoting from within, unique benefits that go beyond just medical and dental, and a belief that every employee deserves a productive life outside of work. If this sounds outstanding to you, take the first step forward and explore a career with Dal-Tile.

The Sr Manager Technology, Production Support is a senior-level leader that drives technology services for a geographically dispersed business community. This role works to lead a team responsible for the management and support of all Dal-Tile IT middleware and software applications. Functional responsibilities include level 1 production triage and support; IT metrics and monitoring; environment management of all production and non-production environments; support of all production deployments; user access management; non-functional requirements for projects; and overall system and application reliability.

***This role is based out of East Dallas, TX (4 Days Onsite & 1 day WFH Tu, Wed or Thurs)

***This role does not offer relocation or sponsorship assistance

Duties and Responsibilities of the Position:

• Create KPIs and metrics for production support, ensuring objectives and service levels committed to the business are achieved.
• Identify, update and maintain the process for submitting issues related to middleware and application support, including documentation for ticket submittal, processing, reporting and close.
• Collaborate with Dal-Tile and Mohawk IT personnel on global reporting standards for application and overall IT performance.
• Participate in and contribute to problem solving in meetings regarding service delivery, planning and implementation.
• Manage and support major technology projects by developing, tracking, and reporting project work plans and budgets related to production support.
• Manage budget-related activities including preparing, tracking, and revising expense and capital budgets.
• Establish controls for reporting and managing service levels and other performance indicators. 
• Provide monthly performance reporting to management and contribute solutions to improve processes and business performance. 
• Set standards to monitor performance and service delivery metrics for projects and business client needs.
• Initiate plans for meeting or exceeding targets.
• Perform trend analysis to monitor resources / services to ensure alignment to meet SLA’s. 
• Recommend and execute modifications to existing systems or processes to improve service delivery or reduce costs.
• Responsible for customer and internal IT facing communications including alerts, emergency messaging and training material. 
• Ensure issues are escalated as appropriate promptly to allow resolution with minimal or no business impact. 
• Perform other duties as needed.

Required Experience and Education:

• Bachelor’s degree in a related field or equivalent education and/or experience.
• 8-10 years relevant experience or equivalent education and/or experience.
• 3-5 years of management experience.

Competencies:

• Develops intermediate understanding of people management practices and managing small teams of direct reports.
• Emerging understanding of broader organizational context and goals.
• Focused on and responsible for their team's productivity and collective impact.
• Excellent communication, problem solving, and organizational skills.
• Able to multitask, prioritize, delegate, and manage time effectively.
• High level of integrity and discretion in handling sensitive and confidential data.
• Proficient using Microsoft Suite of products.
• Flexible attitude, adaptable to change, team player and able to handle multiple projects at once.
• High degree of professionalism, judgment, maturity, and resourcefulness in the absence of formalized guidelines and procedures.

Other Pertinent Job Information:

• This employee will be responsible for direct reports and for contractors.

We offer competitive salary and a comprehensive benefits package, career opportunities, and an environment of creativity and growth.  Examples include:  Company Match on 401k, Employee Purchase Discount, and Tuition Reimbursement.

Dal-Tile is a proud supporter of our U.S. military, veterans and their families - Thank You for Your Service!
Active military, transitioning service members and veterans are strongly encouraged to apply.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant.