Senior Support Operations Manager
3 weeks ago
Estimated Salary: $120,000 - $180,000 per annum
About the RoleThis is a senior leadership position within our Global Support team. As a seasoned expert in software application support, you will lead a talented group of Software Support Specialists providing Level 3 Support.
The successful candidate will have demonstrated experience in managing and leading support teams, with strong technical expertise in relational databases such as SQL server and PostgreSQL.
You will be responsible for developing, implementing, and maintaining best practices for the Engineering Support Process, monitoring support metrics and KPIs, and reporting on team performance to the Global Support Director.
This role requires exceptional communication and interpersonal skills, with the ability to work under pressure and manage multiple priorities.
About YouWe are looking for an experienced support leader who can drive high-quality support services for our clients.
- Demonstrated experience in software application support, with expertise in a leadership role.
- Good understanding of application development lifecycle.
- Technical expertise in relational databases such as SQL server and PostgreSQL.
- Knowledge of security practices such as OWSAP, CVE Vulnerabilities.
- Proven experience in managing and leading support teams.
- Strong understanding of support processes, incident management, and client service principles.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills.
- Ability to work under pressure and manage multiple priorities.
We are a leading developer of SaaS solutions for the government, with over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom.
We are committed to delivering high-quality support services to our clients, and we believe that this role will play a critical part in achieving that goal.
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