Kazang – Micro Merchant Division – Applications Support Manager

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.