Application Support Manager

4 weeks ago

London, United Kingdom LineView Solutions Full time
About the Role:

We are seeking a driven and experienced Applications Support Manager to lead our team in providing exceptional product support for our customers. You will be responsible for the overall performance of the applications support function including Owner of the Incident, Request, Change and Escalation processes ensuring high levels of performance. Proactively identifying customer service improvement activities to increase customer satisfaction and business efficiencies.

Responsibilities:

• Lead and manage a team of application support specialists, offer technical advice, provide coaching, mentorship, and performance management.n• Develop, implement, and maintain policies and procedures for application support services.n• Overall ownership of the ticketing system, ensuring efficient tracking, prioritisation, and resolution of user issues.n• Take ownership of major incidents and be the escalation point for our customers. Ensure the relevant stakeholders are aware, and effectively provide solutions in a timely manner.n• Analyse application performance data to identify trends and proactively address potential problems.n• Provide management reports to the leadership team to enable data driven decision making.n• Identify and implement process improvement to increase efficiency for our customers.n• Work with the QA, Development, Implementation and Project teams on a daily basis to contribute to the overall LineView improvement strategy.n• Support Projects and Professional Services to deliver successfully to our customers.n• Maintain a strong understanding of our application portfolio and stay abreast of industry best practices.n• Be an ambassador for service levels working across the business to provide effective communication on software matters. Build relationships with other teams to ensure effective dialogue between departments.n• Responsible for prompt and effective release deployment.n• Ensure hardware is set up correctly pre project to meet delivery deadlines for both virtual and physical hardwaren•

Qualifications:

• Minimum 5 years of experience in providing technical support and resolving customer queries, in line with service levels with a proven track record of success.n• Previously worked with an ITSM System.n• Experience of server based database environments, including reporting such as SQL, Mongo, Cosmos, Power BI, Databricks, IoT Edge etc. and be comfortable reviewing logs and identifying patterns which lead to support issues.n• Some technical knowledge, ideally with web applications, APIs and databases.n• Experience leading and managing a technical team.n• Strong understanding of IT service management principles (e.g., ITIL).n• Strong planning and organisational skills.n• Strong investigation / troubleshooting skills, with the ability to solve or suggest solutions to resolve issues.n• Effective communication and interpersonal skills with the ability to adapt style depending on the audience.n• Ability to work independently and as part of a team.n• Proficiency in relevant ticketing systems and support tools.nBenefits:n• Competitive salary and benefits package.n• Opportunity to work in a fast-paced and dynamic environment.n• Be part of a team that is passionate about technology and innovation.

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