Application Support Manager (SaaS)

Location: Manchester
Specialisation: Information Technology
Salary: Negotiable
Reference: BBBH10938_1659101493
Contact: Bruce Simpson
Email: email Bruce
We are looking for a seasoned, experienced, and passionate Application Support Manager to lead our global Production Support Team. In this role you will be responsible to provide best-in-class technical support to our wide range of internal and external users, managing a team of Application Support professionals. The successful candidate will work in Cloud environment (AWS) and utilize best in class technologies and practices while collaborating with the wider engineering organization and Product team as well as all business units and top-tier clients and partners

The right candidate should be a natural problem-solver and have strong communication and leadership skills as well as proven ability to understand complex business processes and SaaS products.

Responsibilities

Recruit, mentor, and Lead a global Support team responsible for providing technical production support to internal and external users.

Take end-to-end ownership of technical product issues, including troubleshooting, identification of root cause, and issue resolution and communication.

Manage technical escalations to the appropriate teams, ensuring timely response and resolution in accordance with SLAs.

Use customer insights and Root Cause Analytics to identify and promote companywide improvements.

Actively monitor, diagnose, and triage issues. Liaise closely with the R&D team to ensure effective handling towards successful resolution.

Define, implement, and oversee Incident Managements processed and procedures.
Build internal knowledge base and documentation and perform knowledge-sharing with other team members.

Requirements
Skill and Qualifications

3+ years of experience managing a technical support team, preferably in global B2B-focused SaaS.

Strong strategic and customer focus with ability to assess the wider business impact of incidents and issues and liaise with the relevant functions within and outside the company.
Passion for solving customer issues in a fast-paced environment.
Strong problem solving and analytical skills.

High proficiency in SQL and RDBMS.

Excellent written and verbal communication skills in English. Ability to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.

Ability to influence others and work effectively across departments in the organization.

Experience with modern monitoring and logging technologies
Bachelor's degree in a relevant technical discipline - advantage
Experience with the AWS ecosystem - advantage.
Experience working in the fintech industry - advantage.