Hire Resolve’s client, a logistics company, is currently seeking a Application Support Manager to join their dynamic team in Port Elizabeth. This is an exciting opportunity to lead an application support team and drive the delivery of high-quality services in a fast-paced, global environment.

Responsibilities:

Team Leadership & Management

• Lead and manage the application support team, providing guidance, support, and performance feedback.
• Establish standardized processes and ensure adherence to ITIL best practices.

Operational Oversight

• Oversee daily operations to ensure effective service delivery.
• Ensure application services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Collaboration with Shared Service Centers

• Coordinate support efforts with regional teams to ensure seamless 24/7 service coverage.
• Facilitate shift transitions to maintain operational continuity.

Liaison with Development Teams and Stakeholders

• Collaborate with development teams, service owners, and product owners to align on service delivery.
• Engage with business stakeholders to ensure services meet their needs.

Point of Contact for Escalations

• Serve as the primary escalation point for complex issues.
• Act as incident manager during emergencies, guiding teams to resolution.

Performance Monitoring & Continuous Improvement

• Identify and address trends or gaps in support processes.
• Promote a culture of continuous improvement within the team.

Training and Development

• Assess and coordinate team training to enhance skills and knowledge.
• Mentor team members to foster professional growth.

Service Transition Management

• Oversee the transition of new applications to ensure smooth onboarding.

Monthly Service Reviews

• Conduct regular review meetings to assess service performance and plan optimizations.

Technical Support

• Conduct and direct research into IT issues and products as required.
• Develop proficiency in the systems used for support workflows.

Requirements

• Proven experience in application support management.
• Strong customer support experience.
• Ability to read and debug code; experience with C#, .NET, MS SQL, and message formats is advantageous.
• Familiarity with ITIL principles and practices.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Capacity to perform general mathematical calculations for business cases and budgeting.
• Collaborative approach to working with diverse teams and stakeholders.

Benefits

Contact Hire Resolve for your next career-changing move.

• Our client is offering a highly competitive salary for this role based on experience.
• Apply for this role today, contact Lisa Meyer on LinkedIn
• You can also visit the Hire Resolve website: hireresolve.us or email us your CV: itcareers@hireresolve.za.com

We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise