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 development
- Serve as a point of escalation for internal stakeholder incidents; ensuring the appropriate resources are engaged for timely action and proper traction
- Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s
- Design SOPs, escalation flows, documentation requirements, and training materials
- Implement team rotational workload balance based on available resources
- Facilitate inter-departmental communication and team work
In 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.
Technical Competencies:
- 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.
Behavioural Competencies:
- Good communication skills.
- Strong administrative skills.
- 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.
