Job Summary
Hire Resolve's client is looking for a Application Support Manager to join their team in Port Elizabeth, EC. The purpose of this role is to lead our application support team in delivering high-quality services. This role requires strong collaboration with other regional application support teams to ensure seamless continuity and effective support for our global operations. The ideal candidate will possess experience with application support, technical knowledge, and a solid understanding of ITIL principles, along with the ability to manage growth as new services transition into the team.Responsibilities:
- Lead and manage the application support team, providing guidance, support, and performance feedback.
- Establish a strong foundation for the team, focusing on standardization of processes and adherence to ITIL best practices.
- Oversee daily operations of the application support team to ensure effective service delivery.
- Ensure all application services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Work closely with teams in other regions (shared service centers) to coordinate support efforts and share best practices.
- Facilitate smooth shift transitions to maintain 24/7 service coverage and continuity.
- Collaborate with development teams, service owners and product owners to ensure alignment on service delivery and application performance.
- Engage with business stakeholders to understand their needs and ensure services meet expectations
- Identify trends and areas for improvement within the support processes and implement
necessary changes. - Promote a culture of continuous improvement, encouraging team members to contribute
ideas and initiatives. - Assess team training needs and coordinate training sessions to enhance skills and
knowledge. - Mentor team members, fostering a culture of professional growth and development.
- Manage the transition of new applications, ensuring smooth onboarding and support readiness.
- Schedule and conduct regular service review meetings with application owners and stakeholders to assess the performance of the services, address concerns, and plan for future optimizations.
- Ability to conduct and direct research into IT issues and products as required
- Become efficient in the use, workflow and capabilities of the system used for support
- Proven experience in application support management
- Strong customer support experience
- An understanding of/the ability to read and debug code advantageous
- C#, .NET, MS SQL advantageous
- An understanding of different message formats advantageous
- Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on
- Familiarity with ITIL principles and practices.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work collaboratively with diverse teams and stakeholders.
Alternatively, you may send your CV to itcareers@hireresolve.us
About
Specialists in Civil, Structural, Mechanical Engineering, Information Technology, Mining, Manufacturing and Finance Careers! Hire Resolve is one of the larger and more agile South African recruitment companies that focus on placing professionals and skilled people in permanent employment and contract employment. We prefer and focus on working with top quality professionals and candidates in South Africa and Africa. Hire Resolve has successfully placed Engineering, Mining, IT, Manufacturing and Finance professionals with top firms across the Western Cape, Eastern Cape, KwaZulu Natal, Gauteng and in Africa. Hire Resolve has assisted candidates to find jobs at over 100 JSE listed companies of which many are global companies with offices and operations in South Africa and Africa. It is for this reason that we are well respected in the industries we operate in and in the recruitment industry.
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