Software Support Team Lead

1 month ago

Port Elizabeth, Eastern Cape, South Africa Hire Resolve Full time

Hire Resolve's client in Port Elizabeth, EC is seeking a highly skilled Application Support Manager to lead their application support team. This role requires strong technical knowledge and experience with application support, along with the ability to manage growth as new services transition into the team.

Job Responsibilities:

  • 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.
  • Oversee daily operations of the application support team to ensure effective service delivery.
  • Ensure all application services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Work closely with teams in other regions (shared service centers) to coordinate support efforts and share best practices.
  • Facilitate smooth shift transitions to maintain 24/7 service coverage and continuity.
  • Collaborate with development teams, service owners and product owners to ensure alignment on service delivery and application performance.
  • Engage with business stakeholders to understand their needs and ensure services meet expectations.
  • 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.
  • Assess team training needs and coordinate training sessions to enhance skills and knowledge.
  • Mentor team members, fostering a culture of professional growth and development.
  • Manage the transition of new applications, ensuring smooth onboarding and support readiness.
  • 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.
  • Ability to conduct and direct research into IT issues and products as required

Requirements:

  • 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

Reward Package:

The salary for this position is estimated to be around R750,000 - R900,000 per annum, depending on qualifications and experience.

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