Job Description

IT Application Support Manager - Cape TownFull job descriptionA vacancy exists for an Application Support Manager within the Micro Merchant Division - Kazang, in Cape Town, Century City (Hybrid, Remote).The Application Support Manager role in the Kazang IT operations team will be responsible for managing, growing, and supporting a team of technical application support engineers.Key Responsibilities include, but are not limited to:This role will be responsible for engineer performance and performance reporting.Measuring each engineers day-to-day output, analyze, and implement improvements where needed - periodically.Identifying additional training for engineers, designing better processes, and leveraging industry standards and tools to get optimal performance from each team member.An ideal candidate would have had some experience in a technical support role themselves.In order to be considered for this position, the following requirements must be met:2-3 years in a similar management role.Previous experience in a technical support role required - At least Tier 2Experience in diagnostics of technical systems.Ticketing tools like Jira, FreshDesk, RequestTracker, etc.Experience in modern documentation tools and methodologies (Confluence, markdown, etc).Experience in scheduling and time keeping (OpsGenie, PagerDuty, etc.).Must have experience in leading a support team in companies that develop proprietary software, including managing bugs, enhancement requests and outages.Experience in managing B2B SLAs and associated, KPIs, metrics and reporting back to the business.Technical Competencies required:Understanding of project management tools and methodologies.Data analysis and interpretation skills.Understanding of technical architecture and systems design.Familiarity with Agile software development SDLC process a necessity.Behavioural Competencies:Good communication skills.Strong administrative skills.A keen interest in understanding our business.The ability to build collaborative relationships.Proactive, innovative, detail oriented, conflict management.Team leadership and development.Team scheduling.Team performance management.Active management.Design SOPs, escalation flows, documentation requirements, training materials.Take ownership and delegate responsibility.Inter-team engagement and relationship management.

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