Manager – Technical Support

Manager – Technical Support
Empresa:

(Confidencial)


Manager – Technical Support

Detalles de la oferta

Position: Manager – Application Technical Support

Job Description Summary

We are Alexander Mann Solutions and we're passionate about helping companies and individuals fulfill their potential through talent acquisition and management. Today, nearly 5,000 of our talent acquisition and management experts are partnering with our blue-chip clients across multiple sectors and in more than 90 countries. Delivering a distinctive blend of outsourcing and, through our Talent Collective team, consulting services, our unrivaled experience, capability and thought leadership helps our clients attract, engage and retain the talent they need for business success.

Alexander Mann Solutions is committed to Equal Opportunities and welcomes applications from all sections of the community

Manager - Application Technical Support
We are looking to hire an experienced manager to help us build our Application Technical Support team for a new suite of technology-led products that will be taken to market.
This is an exciting opportunity to be involved from the start and set up our operations using your prior experience to guide you. You will work closely with the SVP Product Engineering and our IT Outsourcing partner to build out effective procedures and processes that ensure the applications hit the highest level of availability possible and any failures / faults are speedily managed through to resolution within the SLAs set.
As our operations scale, you will be relied upon to build a great team of Analysts around you who not only will ensure that the application has a high level of availability but also support our Product Engineering team in performing number of routine maintenance activities within the application such as the upkeep of the foundational data, user permission management, data back-ups, deployment of upgrades and tasks associated with the implementation of the applications for new clients. You will have a passion for developing and coaching your people to perform at their best.

Key Responsibilities:

Own and manage all Technical support activities end-to-end ensuring adherence to defined policies, procedures and timely resolution of cases within Service Levels Agreed (SLA). Provide regular updates on progress and escalate, as required

Hire, lead, develop and motivate direct reports in line with AMS Values to ensure they know what is expected of them, maximise their performance and develop their potential

Proactively monitor and analyse trends related to technical support requests to plan for capacity and resource requirements, as well as drive improve resolution times Seek opportunities to enhance the support model as well as the skill level of the team to enable them to resolve more complex issues without assistance from the Product Engineering Team

Develop relationships with Product Engineering and Customer Operations teams and external technology partner support teams and work with stakeholders to improve the service deliverables and ensure that technical support desk output is above the key deliverables expected

Create and maintain accurate documentation on Technical Support desk policies and processes and undertake regular reviews of all processes to improve efficiencies and service levels, contributing to and implement best practices. Implement change control on all documentation

Monitor the performance of any 3 rd Party Technology partner support activities to ensure that they deliver in accordance with SLA performance targets and any other contractual items defined within our agreements with them. Report any deviations

Effectively working with the Product Division Client Activation team to transition new services and products in to BAU support to meet contractual obligations, including assisting in end user testing and post-implementation support.

Position Requirements

Essential

Extensive Service desk management experience with proven track record or leading, motivating and developing people/teams with a strong focus on customer service excellence

Application support experience

Excellent oral and written communication and presentation skills and ability to present confidently and to work effectively with a diverse group of clients, managers and subject matter experts.

Willing and able to be a 'do-er' when required rather than only manage.

Proven ability to work independently (the Product Engineer team and application users are US-based) as well as be responsive, flexible, positive and team-oriented outlook with strong inter-personal skills.

Analysis and interpretation of Management Information

Solid analytical, technical and problem-solving skills

Demonstrated professional experience with Javascript and Python and experience working with Git

Strong organisational and personal effectiveness skills, including time and project management.

Desirable

Degree level qualified in a technology discipline

Experience overseeing and managing third party relationships with other technology providers

ITIL Foundation or Practitioner qualification


Fuente: Learn4Good


Área:

  • Tecnología - Sistemas - IT / Gestión de Proyectos - Project Manager

Requisitos


Conocimientos:

  • JavaScript
  • Python
  • PROGRESS

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