Application Support Manager

1 day ago

Welwyn Garden City, Hertfordshire, United Kingdom PayPoint Group Full time
Job Title: Application Support Manager

We are seeking an experienced Application Support Manager to join our team at PayPoint Group. As a key member of our IT department, you will be responsible for leading our application support function, providing 2nd line support to our internal Contact Centre, and managing technical change into the Production environment.

Key Responsibilities:
  • Lead the application support team, driving efficiency and reducing resolution times
  • Develop and implement support processes and practices, ensuring alignment with ITIL principles
  • Collaborate with Product and Engineering functions to identify opportunities for product improvements
  • Present MI reports and KPIs on team and product performance to internal and external stakeholders
  • Accountable for the personal and technical development of team members, fostering a high-commitment and high-morale environment
Requirements:
  • Proven experience in managing a team of Support Analysts
  • Accurate MI reporting and KPIs to drive team performance and improvements
  • Experience querying and analyzing data to determine product health and trends
  • Complex enterprise environment experience, ideally within a Windows and SQL Server environment
  • Logical approach to problem-solving and ability to coach/mentor/direct others
  • Working knowledge of ITIL principles for service management
Desirable Skills:
  • Experience with ServiceNow, MS SQL, Azure Log Analytics, Splunk
  • Understanding of transaction processing systems, preferably with some exposure to electronic point of sale
  • Experience with financial systems, ideally involving payment processing
  • Experience with support within an Azure environment
  • Recognized IT or management qualification
What We Offer:
  • Discretionary bonus scheme
  • Holiday purchase scheme, with 25 days holiday plus bank holidays as standard
  • On-site gym at our office, and nationwide corporate rate gym membership
  • Online benefits portal with lots of deals and discounts
  • Contributory company pension scheme
  • Private medical insurance
  • Life assurance of 3 x annual gross salary, with the option to purchase additional cover

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.

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