Application Integration Manager
6 days ago
We are seeking a highly motivated and passionate technical expert to join our team at Ocean Software as a Solutions Expert. This role is a vital link between technical solutions and customer success, ensuring that our applications seamlessly integrate into our customers' environments.
Key ResponsibilitiesThe Solutions Expert will be responsible for:
- Customer Environment Integration
- Develop a deep understanding of customer business environments, workflows, and ecosystems to ensure optimal integration of Ocean products.
- Co-Lead the seamless integration of Ocean systems within customer environments, ensuring alignment with their business processes and strategic goals.
- Identify potential issues early and implement strategic solutions to prevent disruptions in customer operations.
- Stakeholder Relationship Management
- Be the primary technical point of contact between Ocean and customer stakeholders, ensuring clear and consistent communication regarding technical capabilities, upgrades, and technical recommendations.
- Service Management
- Ensure the delivery of high-quality service to customers, aligning with Service Level Agreements and Key Performance Indicators.
- Assist customers with change management coordinating with Ocean's internal teams to ensure smooth transitions.
- Technical Leadership
- Lead the resolution of complex technical issues.
- Ensure all solutions meet high-quality standards through testing support and customer validation processes before implementation.
- Identify and mitigate risks associated with system changes and implementations.
- Training and Knowledge
- Conduct advanced training sessions and workshops, addressing customer needs.
- Create, maintain, and update comprehensive technical documentation and contribute to Ocean's Knowledge Base.
- Serve as a thought leader within Ocean, sharing insights and best practices for maximising the value of Ocean products.
The ideal candidate will have:
- Strong leadership and team management skills, with the ability to orchestrate technical professionals and manage technical strategies.
- Proven planning and organisational skills.
- Experience in a customer-facing technical service or management role, ideally with at least 8 years of experience.
- Deep understanding of information technology disciplines, including applications infrastructure and databases.
- Experience with SQL queries, SQL reporting services, and generating reports using SQL.
- Knowledge of data modelling and data visualisation.
- Experience in Application Support Services within an ITIL or managed services environment.
- ITIL foundation certification.
- Excellent customer-facing, written, and oral English communication skills.
- High level of interpersonal skills, capable of building strong relationships with stakeholders at all technical levels.
- Confident presentation and training skills with the ability to develop and conduct technical and training presentations to users, stakeholders, and executives.
- Advanced skills in identifying, analysing, and solving complex technical issues.
- Experience conducting requirements gathering workshops with senior technical audiences.
- Ability to understand and articulate technical concepts to a diverse audience.
- Bachelor's degree in a relevant field, such as engineering, technical management, or equivalent, is a plus.
- Experience in aviation and/or military environments is a plus.
- Relevant citizenship within the region.
- Capacity to obtain and maintain relevant security clearances.
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