Application Support Manager

3 weeks ago

Port Elizabeth, Eastern Cape, South Africa Top Vitae Full time

Job Title: Application Support Manager at Top Vitae

The Application Support Manager will lead our application support team in delivering high-quality services. This role requires strong collaboration with other regional application support teams to ensure seamless continuity and effective support for our global operations. Key Responsibilities include:

  • Team Leadership & Management:
  • Lead and manage the application support team, providing guidance, support, and performance feedback.
  • Establish a strong foundation for the team, focusing on standardization of processes and adherence to ITIL best practices.
  • Operational Oversight:
  • Oversee daily operations of the application support team to ensure effective service delivery.
  • Collaboration with Shared Service Centers:
  • Work closely with teams in other regions (shared service centers) to coordinate support efforts and share best practices.
  • Liaison with Development Teams and Stakeholders:
  • Collaborate with development teams, service owners and product owners to ensure alignment on service delivery and application performance.
  • Point of Contact for Escalations:
  • Serve as the primary point of contact for escalations, managing complex issues and providing resolution guidance.
  • Act as the incident manager during emergencies, leading teams through critical situations.
  • Performance Monitoring & Continuous Improvement:
  • Identify trends and areas for improvement within the support processes and implement necessary changes.
  • Promote a culture of continuous improvement, encouraging team members to contribute ideas and initiatives.
  • Training and Development:
  • Assess team training needs and coordinate training sessions to enhance skills and knowledge.
  • Mentor team members, fostering a culture of professional growth and development.
  • Service Transition Management:
  • Manage the transition of new applications, ensuring smooth onboarding and support readiness.
  • Monthly Service Reviews:
  • Schedule and conduct regular service review meetings with application owners and stakeholders to assess the performance of the services, address concerns, and plan for future optimizations.

Qualifications include:

  • Proven experience in application support management
  • Strong customer support experience
  • An understanding of/the ability to read and debug code advantageous
  • C#, .NET, MS SQL advantageous
  • An understanding of different message formats advantageous
  • Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on
  • Familiarity with ITIL principles and practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work collaboratively with diverse teams and stakeholders.

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