Application Support Manager

6 months ago

Cape Town, South Africa Electrum Payments Full time

Electrum is an exciting B2B tech company. We partner with some of South Africa’s biggest household names, enabling them to open up their customers’ access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference.

We hire the best of the best and we offer great opportunities for both personal growth and career progression.

**The Role**

If you are passionate about both customer service and technical excellence, becoming Electrum’s Application Support Manager could be the next to grow your career.

**People Management and Leadership**:

- Provide guidance and direction to the team
- Advocate for personal and career goal development of the team
- Measure individual and team performance against metrics
- Create and maintain framework that ensures goals are tracked and achieved
- Partner with cross-functional teams to develop scalable support processes
- Build relationships internally and with customers
- Manage and track support costs

**Technical**:

- Ensure all customer cases are responded to within SLA
- Continuous improvement to the team's processes, support service delivery and tools
- Use root cause analysis and trends to proactively resolve of common issues
- Improve the support process by driving internal and 3rd party service review meetings covering performance, service improvements, quality and processes
- Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
- Contribute 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.

**Requirements**:
**Required**:

- IT Degree or relevant systems engineering certifications
- Good understanding of IT infrastructure including networking, servers & operating systems
- Experience 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 managers
- Demonstrated the ability to actively promote knowledge sharing through practices such as documentation, workshops and coaching

**Increase your odd by having**:

- Experience 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

**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 - We openly discuss strategy, finances, salaries and other major decisions.
- Autonomy - We know you'll be able to make good decisions if you have good information, and we 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 Electrum 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 hours
- Onsite gym and shower facilities
- Daily cooked lunches and a stocked kitchen for the afternoon nibbles
- Team socialising like hikes, getaways, and dinners
- A generous leave policy, starting at 20 days per year
- A recreational area with foosball and table tennis
- Fatsaks scattered around the office for deep thinking or meditation

We have created a safe, transparent environment where:

- We know mistakes happen, and that’s okay. We even have a three-step approach to dealing with them:

- Tell everyone about it
- Fix the mistake
- Tell everyone about the solution
- You are responsible for your actions - both the successes and the failures
- We talk openly about salaries and bonuses. At Electrum, we believe it’s evident why some people earn more and others a bit less

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