Application Support Manager

Our client is a leading software expert in South Africas payment and transaction processing and management industry. Their cloudbased processing technology is used by/integrated into SAs biggest Banks Retailers and MNOs and has impacted the lives of many South Africans. On top of being successful in their business they aim to be intentional customer centered and employee oriented making the workspace and experience one of growth trust and freedom.

Role Overview

If you are passionate about both customer service and technical excellence becoming our clients Application Support Manager could be the next to grow your career.

You will be responsible for building and managing our clients application support team. This position is a key hire for our client as it directly affects their brand promise of high levels of uptime and customer satisfaction. You will be working directly with customers and internal stakeholders to develop implement and maintain policies and procedures in supporting services in production. You will be a key customer escalation point within the business and for their customers.

Job Type: Fulltime

Location: Cape Town

Workplace: Onsite

Requirements

• 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
• 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

Responsibilities

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 longterm strategy and vision for applications support aligned to our clients goals
• Create and maintain framework that ensures goals are tracked and achieved
• Partner with crossfunctional 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 teams 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.

Benefits

We have created an highperformance culture where you can expect:

• Career growth Delivering worldclass financial services software products in a fastpaced company is not easy and it takes an insane amount of effort. But in return for your effort youll get handson experience working on products that are used by millions of people and a high quality work experience that will accelerate your career faster than anywhere else.
• Transparency They openly discuss strategy finances salaries and other major decisions.
• Autonomy They know youll be able to make good decisions if you have good information and they trust you.
• Shared Vision Youll be able to shape a vision you can believe in on how to build the future of financial services.
• Worklife balance You know when your brain has switched off for the day and you need to go for a hike or coffee shop with a view but you also know when your team needs help to bring that strategic deliverable home. At our client you will be expected to know when you deserve that time out and when you need to knuckle down and get the work done.

These are few practical ways we practice the culture we are so proud of:

• Flexible work hours
• Onsite gym and shower facilities
• Daily cooked lunches and a stocked kitchen for the afternoon nibbles
• Team socializing like hikes getaways and dinners
• A generous leave policy starting at 20 days per year
• A recreational area with foosball and table tennis
• Fatsaks scattered around the office for deep thinking or meditation

Remote Work :

No