Manager - Application Support

Role Description:

The Application Support Manager will work closely with the Associate Director for Customer Success to manage the support team of gStore.

Key Responsibilities:

• Act as the primary contact for support escalations for gStore App.
• Oversee and manage activities of gStore Support engineers.
• Lead and deliver high-quality, on-time application support in a fast-paced environment, following best practices and adhering to SLAs.
• Monitor compliance with application support processes and procedures, ensuring adherence to SLA.
• Provide technical direction to the team, solving problems that require advanced application knowledge, troubleshooting skills, technical expertise, and creativity.
• Oversee the IT Service Management (ITSM) ticket assignment process, ensuring proper documentation, routing, and escalation.
• Assist with support requests submitted through established support channels as needed.
• Ensure best practices are followed and maintained, fostering self-directed teams where developers work seamlessly to deliver high-quality work.
• Ensure monitoring and observability are in place for gStore customers.
• Recommend improvements to the overall application support process, including tools, security, scalability, reliability, and performance.
• Coach and mentor support engineers on techniques, processes, and new technologies, enabling team members to be autonomous, efficient, and successful.
• Understand the company's technical and business aspects to achieve strategic business goals with high-quality solutions.
• Effectively communicate technical designs verbally and/or in writing to small to medium-sized technical audiences.
• Manage all HR responsibilities for the team, including pay planning, promotions, expenses, and leave.
• Generate and understand support metrics
• Participate in regularly scheduled meeting with clients to help resolve issues and present requested support metrics

Key Requirements:

• Education: Bachelor's Degree
• Experience as a hands-on leader in application support and software engineering.
• 7-10 years of relevant IT experience, with skills including SQL, NoSQL, Java, Python, React, and API.
• 3 years of experience with mobile applications (preferred).
• Over 5 years of experience managing application support teams.
• Proven track record of delivering high-quality application support in dynamic and agile environments.
• Proficiency in various ticketing systems, including Zendesk, ServiceNow, Jira, etc.
• Expertise in system architecture and design patterns.
• Ability to generate, understand and articulate ITSM SLA, KPIs, and metrics.
• Ability to quickly and effectively learn new technologies, processes, or business areas.
• Demonstrated holistic problem-solving skills, considering solutions through a combination of technology and processes.
• Flexibility to accommodate calls outside normal hours if needed.
• Working knowledge of Google Cloud Platform is a plus.
• Background in retail and/or store operations applications is a plus.

Skills : Application Support, Application Management, ITIL, ITSM, Software Engineering, SLA, KPI, SQL, NoSQL, Java, Python, React, API, Google Cloud Platform