Application Support Team Manager
2 weeks ago
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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