Technical Support Manager

5 months ago

Johannesburg, South Africa Level-Up Full time

**Job Purpose**

**_ Job Performance Criteria_**

**Application Support Management**
- Prioritize and manage incident queues, ensuring that SLAs and response times are met.
- Serve as the point of escalation for critical incidents and coordinate with various teams to drive resolutions.
- Analyze support metrics and performance data to identify trends and areas for improvement.
- Develop and implement support processes and best practices to optimize efficiency and improve customer support experiences.
- Build out reporting and tracking and link to commercials by customer to ensure budgets are not exceeded.
- Develop monthly support reporting for Service Managers to include in their KPI packs.

**UAT Testing**
- Testing of all new features / bug fixes prior to deployment.
- Assist with developing the UAT structure and supporting processes and technologies.

**SOP's**
- Develop and maintain documentation related to Application Support procedures and troubleshooting guidelines.
- Assist with building out the knowledge base for self-help support resolution.

**Enhancements**
- Collaborate with product management to provide user feedback and contribute to future product enhancements.
- Continuous improvement in automating workflow and alerts.

**Staff Management**
- Train and mentor support consultants to enhance their technical knowledge and customer service skills.

**_ Competency Requirements_**

**Knowledge**
- Technical Support
- Process Definition & Mapping
- Supply Chain Systems
- Knowledge on Operational / system deployments
- Strong communication abilities (written and verbal)
- Active listening and adaptability to different personality types
- Knowledge base setups
- Enforce team accountability

**Technical Skills**
- Intermediate SQL
- Intermediate MS Suite
- Work experience in set up, management and maintenance of a ticketing tool
- Exposure to middleware / integration tools
- AWS infrastructure knowledge beneficial

**Behavioural Competency**
- Fast Learner
- Ability to Perform under Pressure
- Attention to Detail
- Sense of Urgency
- Ability to Prioritise
- Strong Leadership & Coaching Abilities
- Teamwork
- Accountable
- Proactive
- Passionate
- Lead by example
- Motivated

**Qualifications and experience requirements**
- 2 - 3 years’ experience in Managing an Application Support Team
- 1 - 3 years’ experience in Supply Chain Applications would be advantageous
- Experience in setting up a Shared Support Centre.
- A degree in Computer Science, Information Technology or related fields.

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