Application Support Supervisor

2 days ago

Johannesburg, South Africa NETWORK IT BRUMA Full time

Qualifications:

- Diploma in IT or equivalent IT certification.
- Training and a certification in Microsoft SQL is a must.
- Certifications in A+, N+, and ITIL 4 Foundation would be ideal.
- Training on relevant internal processes and procedures.

**Requirements**:

- 4-5 in-depth experience of company specific products (RF, Skytrax, TOmTOm and Skygistics) would be preffered.
- Expeirence in an Application Support postion, at least 5 years.
- CRM knowledge and in depth understanding of system process flows.
- Willow Financial System knowledge would be an advantage.
- Knowledge of Web Services would be an advantage.
- Technical, Desktop and Network Support is ideal.
- Demonstrating cross functional expertise, highly adaptive and flexible with the ability to thrive in a highly complex and ever-changing environment.
- Own transport and valid drivers license required.
- Adapt and work extended hours.
- Travel far distances.
- Adapt and flexible to a changing environment.

Job & Company Description:

- Deliver ongoing support to existing business users.
- Confirm that all work orders are carried out in accordance with required standards, methods and SOPs
- Introduce new Standard Operating Procedures and SLAs for the team and improve the existing ones.
- Quality Assurance to uphold data integrity.
- Investigate troubles and other requests and, determine the appropriate action to be taken.
- Monitor progress of work order, ensuring that users and other interested parties are kept informed and updated.
- Constantly keep professional communication with all Developers.
- Assist in displaying solutions on issues that come up.
- Draw up monthly report for management reporting.
- Log TFS bugs, when necessary, in order to resolve system troubles.
- Supervise work orders to ensure that the overdue rate is within acceptable levels.
- Drive continuous improvement in regards to work orders in order to bring down the average response time of work orders.
- Attend relevant OPS meetings to provide feedback to all interested parties.
- Identify ongoing trends in work orders and implement strategies to reduce trending work order issues.
- Guarantee staff time management and manage leave requests.
- Ensure compliance with Departmental Standards.
- Obey to Quality of work orders / Application Support.
- Ensure that new product and software releases meet documentation/ signoff requirements as well as stakeholder expectations.

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