A vacancy exists for an Application Support Manager within the Micro Merchant Division – IT Operations Division, in Century City, Cape Town.
The Application Support Manager will be responsible for managing, growing and supporting a team of technical application support engineers. You will be responsible for engineer performance, performance reporting, measuring each engineer's day-to-day output, analyze, and implement improvements where needed – periodically.
This position requires a strong leader with the ability to engage with various stakeholders.
Key Responsibilities include, but are not limited to: Identifying additional training for engineers.Interview, hire and train employees and contractors.Designing better processes, and leveraging industry standards and tools to get optimal performance from each team member.Track and report on metrics for tickets assigned to and handled by the Application Support team.Track and report on team responsiveness to automated alerting. Track and report on on-call incidents and responsiveness to these incidents. Facilitate a strong team environment; support and guide staff in goal setting, career path planning and skills developmentServe as a point of escalation for internal stakeholder incidents; ensuring the appropriate resources are engaged for timely action and proper tractionTrack progress of assigned tickets with a focus on meeting delivery deadlines and SLA'sDesign SOPs, escalation flows, documentation requirements, and training materialsImplement team rotational workload balance based on available resourcesFacilitate inter-departmental communication and team workIn order to be considered for this position, the following requirements must be met: Matric/Grade 12.Degree/diploma in Business Management/ Business Sciences.2 -3 years in a similar role.Previous experience in a technical support role required – At least Tier 2.Experience in diagnostics or technical systems.Experience in ticketing tools like Jira, FreshDesk, Request Tracker, etc.Experience in modern documentation tools and methodologies such as (Confluence, Markdown, etc.)Experience in scheduling a timekeeping (OpsGenie, PagerDuty, etc.)Must have experience in leading a support team in companies that develop proprietary software, including managing bugs, enhancement requests and outages.Experience in managing B2B SLAs and associated KPIs, metrics and reporting back to the business.Understanding of project management tools and methodologies.Data analysis and interpretation skills.Understanding of technical architecture and systems design.Familiarity with Agile software development SDLC process a necessity.Strong business results orientation to understand business needs and deliver value and high-quality results.Strong problem-solving skills and experience performing cause and effect analysis.Strong organizational, problem-solving, and analytical skills.The ability to build collaborative relationships.Proactive, innovative, detail oriented, conflict management.#J-18808-Ljbffr
