Application Support Team Manager

2 weeks ago


London, Greater London, United Kingdom Staffworx Full time
Job Description

Lead a team focused on ensuring the availability, functionality, and performance of core business applications that support crucial business processes. Collaborate closely with business users, Product Owners, and third-party support partners to manage, diagnose, and resolve issues while proactively monitoring and supporting the applications.

Responsibilities:

  • Provide daily support for core business applications across all regions, including SAP ERP, HR/HCM, ecommerce, CRM, and Retail POS
  • Lead the Application Support Analyst team, ensuring efficient work allocation, SLA adherence, identifying and meeting training needs, and enhancing processes
  • Manage escalations internally and with suppliers, while maintaining appropriate business communications
  • Deliver support for all core IT business applications
  • Maintain a detailed process for logging and assigning issues and service requests to relevant team members and external suppliers
  • Ensure timely issue resolution within assigned SLAs and work proactively to reduce future calls
  • Collaborate with external suppliers for call tracking and resolution within their agreed SLAs
  • Engage closely with users to grasp their daily challenges and IT concerns, offering suggestions for application enhancements
  • Support planned out-of-hours work as needed and engage in on-call support rotations
  • Provide reports on SLA adherence and system performance to key tech stakeholders
  • Identify and address recurring issues to minimize problem instances
  • Strive to deliver exceptional service and uphold a stable environment for colleagues and customers
  • Ensure compliance with Health and Safety regulations in all work practices

Experience

  • Demonstrated experience in leading small teams
  • Full proficiency in computer operations with substantial experience in supporting ERP, ecommerce, and cloud systems
  • Extensive experience in application support, especially in a retail setting
  • Familiarity with database and reporting technologies (preferred)

Personal

  • Strong abilities in managing people
  • Exceptional oral and written communication skills
  • Superior customer service capabilities
  • Ability to make prompt and sound decisions
  • Sharp problem-solving skills
  • High level of adaptability and flexibility
  • Capacity to perform effectively under pressure
  • Efficient organizational abilities

Qualifications:

  • ITIL Certification


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