Application Support Manager

2 weeks ago

Cape Town, South Africa Electrum Payments Full time

**The Company**

ELECTRUM is a FinTech company based in Woodstock, Cape Town. We are South Africa’s leading payments software experts and build cloud-based transaction processing technology that is used by banks, retailers and MNOs.

We hire top talent and offer great opportunities for personal growth and career progression. You will be joining a dynamic, skilled and delivery-focused organisation. Our work environment is relaxed yet results-driven. Side benefits include a trendy office space, free healthy cooked lunch and regular team get togethers.

**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.

**Requirements**:
**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
- Own framework that ensures goals are tracked and achieved
- Partner with cross-functional teams to develop scalable support processes

**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 opportunity is a guaranteed boost for your career - not only will you be responsible for the team’s growth and team budget, you’ll also have access to a generous training and education allowance to further your own skill set. You will have the opportunity to gain deep knowledge of payments technology along with further developing your service delivery and cloud technology expertise.

**To be considered for this role you must meet the following requirements**:

- 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

**Advantageous for the role**:

- Experience building a support team from the ground up
- Experience with Amazon Web Services, Postilion and payments technology
- Experience working in an ITIL environment
- Technical expertise in Linux, SQL, Java or scripting languages

**Benefits**

A good work-life balance is very important at Electrum. You know when your brain has switched off for the day and you need to go for a surf, but you also know when the design you have produced is sloppy. At Electrum you will be expected to know when you deserve a surf and when you need to knuckle down and get the work done. For the more “knuckle down” days we make it worth your while with benefits such as:

- Onsite gym and shower facilities
- Daily cooked lunches and a stocked kitchen for the mid-day nibbles
- A rad coffee station where you can practice your cappuccino foam art
- Team socialising, hikes, getaways, and dinners
- Understanding that if an emergency comes up, family comes first
- A generous leave policy, starting at 20 days per year
- Flexible work hours
- A recreational area with foosball, table tennis and fatsaks that are perfect for creative napping

We have created a safe, transparent environment where:

- We know mistakes happen, and that’s okay. We even have a 3 step approach to dealing with them:

- Tell everyone about it
- Fix the mistake
- Tell everyone about it
- 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. It’s like being on a sports team where salaries are widely known.

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