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Application Support Team Manager
4 months ago
Lead a team dedicated to ensuring the availability, functionality, and performance of all core business applications, supporting essential business processes. You will 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, Retail POS)
- Lead the Application Support Analyst team, ensuring effective work allocation, SLA adherence, identifying and meeting training needs, and improving processes.
- Manage escalations both internally and with suppliers, including appropriate business communications.
- Deliver support for all core IT business applications
- Maintain a thorough process for logging and assigning issues and service requests to relevant team members and external suppliers.
- Ensure issue resolution within assigned SLAs and proactively work to minimize future calls.
- Coordinate with external suppliers for call tracking and resolution within their agreed SLAs.
- Work closely with users to understand their daily challenges and IT issues, providing recommendations for application improvements.
- Support planned out-of-hours work as required and participate in on-call support rotations.
- Report on SLA adherence and system performance to key tech stakeholders.
- Identify and manage recurring issues to reduce problem occurrences.
- Strive to provide the best possible service and maintain a robust and stable environment for colleagues and customers.
- Ensure compliance with Health and Safety legislation in all working practices.
Experience
- Proven experience in managing small teams.
- Full computer literacy with significant experience in supporting ERP, ecommerce and cloud systems
- Extensive application support experience, particularly in a retail environment.
- Knowledge of database and reporting technologies (desirable).
Personal
- Strong people management skills.
- Excellent oral and written communication skills.
- Superior customer service skills.
- Ability to make quick and effective decisions.
- Keen problem-solving abilities.
- High flexibility and adaptability.
- Capability to work under pressure.
- Effective organizational skills.
Qualifications:
- ITIL Certification
