Application Support Team Manager

Staffworx Limited

Posted on May 20, 2024 by Staffworx Limited
London, United Kingdom
IT
Immediate Start
Annual Salary
Full-Time

Application Support Team Manager

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, E-commerce, 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, E-commerce 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

Reference: 2763408957

https://jobs.careeraddict.com/post/91110022

This Job Vacancy has Expired!

Staffworx Limited

Application Support Team Manager

Staffworx Limited

Posted on May 20, 2024 by Staffworx Limited

London, United Kingdom
IT
Immediate Start
Annual Salary
Full-Time

Application Support Team Manager

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, E-commerce, 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, E-commerce 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

Reference: 2763408957

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