Application Support Manager

1 week ago

مصر, Egypt CIT VeriCash Full time

**Purpose of the job**

As an Application Support Manager, you will manage the performance of the Product Support Team, and ensure that Service Level Agreements are achieved as set by the business. You will ensure the support staff follows ITIL processes and procedures to provide outstanding customer service at all times. In addition to this, they will work very closely with the in-house development teams; meeting regularly with the Product Owners and Product Managers to understand and communicate new features to the wider business and to continually improve process flows between Support and Development teams.

**Accountabilities and Duties**
- Track and report on metrics for tickets assigned to and handled by the Application Support team and also on system performance and behavior.
- Serve as a point of escalation for customer incidents; ensuring the appropriate members are engaged for timely action and proper traction.
- Lead and triage incidents and service requests assigned to team queues in JIRA.
- Track the progress of assigned tickets with a focus on meeting delivery deadlines and SLAs.
- Build and manage the IT Application Support Teams roadmap.
- Explore the tools and automation required to ensure team productivity and efficiency.
- Evaluate overall performance by gathering, analyzing, and interpreting data and metrics.
- Understand the process of infrastructure deployment and disaster recovery management.
- Represent the teams in various forums, such as meetings, project teams, and operational calls.
- Enhance ongoing operations by fully leveraging current resources and leading process improvement initiatives.

**Key Results Areas**
- Team development and retention
- Timely met customer requirements
- Trainings for the teams conducted on a periodic and efficient manner
- Goals set are achieved by team work
- 100% utilization of resources ensuring improved processes
- Best practices documented to be followed by team to ensure team development
- All policies implemented

**Experience and Qualifications Required**:

- Bachelors degree in Information Technology or equivalent
- At least 12 years of experience in IT field with 5 years at least managing people in production support or mission critical products / environments
- Strong business results orientation to understand business needs and deliver value and high-quality results;
- Strong problem-solving skills and experience performing cause and effect analysis;
- Must be well-organized and able to work on and manage multiple concurrent projects;
- Strong analytical, interpersonal and communication skills;
- Knowledge in Tomcat, JBOSS, Mule and System administration is a great PLUS
- Excellent English language is a must.

**Competencies Required**:

- Technical Expertise
- Decision Making
- Quality Oriented
- Time Management
- Workload and Stress Management
- Analytical Thinking
- Problem solving
- Conceptual thinking
- Presentation

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