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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 SLAs.

+ 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:

+ Bachelors 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 Dont Work participant.

**Job Type** Professional Opportunities

**Req ID** 85889