Application Support Manager – Cape Town needed at Electrum
Job title : Application Support Manager – Cape Town
Job Location : Western Cape, Cape Town
Deadline : May 23, 2024
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People Management and Leadership:
- Manage and scale the application support team through hiring and retaining top talent
- Provide guidance and direction to the team
- Advocate for personal and career goal development of the team
- Measure individual and team performance against metrics
- Work with the leadership team and application support team to develop a long-term strategy and vision for applications support aligned to Electrums goals
- Create and maintain framework that ensures goals are tracked and achieved
- Partner with cross-functional teams to develop scalable support processes
- Build relationships internally and with customers
- Manage and track support costs
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 position provides the opportunity to be part of a successful and dynamic company and have the opportunity to gain deep knowledge of payments technology along with further developing your service delivery and cloud technology expertise.
Requirements
Required:
- 5+ years’ application support experience; 2+ years in a management role
- 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
Increase your odd by having:
- Experience scaling up a support team
- Experience with Amazon Web Services, and payments technology
- Experience working in an ITIL environment
- Technical expertise in Linux, SQL, Java or scripting languages
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now