Our client is a leading software expert in South Africa's payment and transaction processing and management industry. Their cloud-based processing technology is used by/integrated into SA's biggest Banks, Retailers and MNOs and has impacted the lives of many South Africans. On top of being successful in their business, they aim to be intentional, customer centered, and employee oriented, making the workspace and experience one of growth, trust and freedom.
Role Overview
If you are passionate about both customer service and technical excellence, becoming our client's Application Support Manager could be the next to grow your career.
You will be responsible for building and managing our client's application support team. This position is a key hire for our client as it directly affects their brand promise of high levels of up-time and customer satisfaction. You will be working directly with customers and internal stakeholders to develop, implement and maintain policies and procedures in supporting services in production. You will be a key customer escalation point within the business and for their customers.
Job Type: Full-time
Location: Cape Town
Workplace: Onsite
Requirements
5+ years' application support experience; 2+ years in a management roleIT Degree or relevant systems engineering certificationsGood understanding of IT infrastructure including networking, servers & operating systemsExperience implementing and administering support ticketing systems Experience growing a support team Experience working in an environment that uses open source technology Experience working closely with software development teams and project managersDemonstrated the ability to actively promote knowledge sharing through practices such as documentation, workshops and coachingExperience scaling up a support team Experience with Amazon Web Services, and payments technology Experience working in an ITIL environment Technical expertise in Linux, SQL, Java or scripting languages
Responsibilities
People Management and Leadership:
Manage and scale the application support team through hiring and retaining top talent Provide guidance and direction to the teamAdvocate for personal and career goal development of the teamMeasure individual and team performance against metrics Work with the leadership team and application support team to develop a long-term strategy and vision for applications support aligned to our client's goals Create and maintain framework that ensures goals are tracked and achievedPartner with cross-functional teams to develop scalable support processes Build relationships internally and with customersManage and track support costsTechnical:
Ensure all customer cases are responded to within SLAContinuous improvement to the team's processes, support service delivery and toolsUse root cause analysis and trends to proactively resolve of common issuesImprove the support process by driving internal and 3rd party service review meetings covering performance, service improvements, quality and processesAct as the customer escalation contact, and ensure that such escalations are addressed appropriatelyContribute to the support knowledge base
This position provides the opportunity to be part of a successful and dynamic company and have the opportunity to gain deep knowledge of payments technology along with further developing your service delivery and cloud technology expertise.
Benefits
We have created an high-performance culture where you can expect:
Career growth - Delivering world-class financial services software products in a fast-paced company is not easy, and it takes an insane amount of effort. But in return for your effort you'll get hands-on experience working on products that are used by millions of people, and a high quality work experience that will accelerate your career faster than anywhere else.Transparency - They openly discuss strategy, finances, salaries and other major decisions.Autonomy - They know you'll be able to make good decisions if you have good information, and they trust you.Shared Vision - You'll be able to shape a vision you can believe in - on how to build the future of financial services.Work-life balance - You know when your brain has switched off for the day and you need to go for a hike or coffee shop with a view, but you also know when your team needs help to bring that strategic deliverable home. At our client you will be expected to know when you deserve that time out, and when you need to knuckle down and get the work done.
These are few practical ways we practice the culture we are so proud of:
Flexible work hoursOnsite gym and shower facilitiesDaily cooked lunches and a stocked kitchen for the afternoon nibblesTeam socializing like hikes, getaways, and dinnersA generous leave policy, starting at 20 days per yearA recreational area with foosball and table tennisFatsaks scattered around the office for deep thinking or meditation
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