Engineering Support Manager
4 months ago
A day in your role:
People Management Oversee the daily operations of the Engineering Support Team, ensuring efficient and effective handling of support requests. Foster a collaborative and high-performing team culture, focusing on high engagement. Process Develop, implement, and maintain best practices for the Engineering Support Process. Lead technical decision-making within the team. Monitor support metrics and KPIs and report on team performance to the Global Support Director. Major Incident Management Lead the response and resolution efforts for major incidents, ensuring minimal impact on clients and business operations. Coordinate with cross-functional teams to manage and resolve major incidents effectively. Communicate incident status, progress, and resolution plans to stakeholders. Conduct post-incident reviews to identify root causes and implement preventative measures. Client Interaction and Support Serve as an escalation point for complex support issues and client concerns. Ensure high levels of client satisfaction by delivering prompt and effective support. Develop and maintain strong relationships with key clients and stakeholders. Technical Expertise Maintain an in-depth understanding of the company’s software applications and technical environment. Stay current with industry trends and best practices in application support and incident management. Provide technical guidance and support to the team on complex issues. Product Provide insights and feedback from clients to product development teams to enhance product offerings and advocate for product features. Work closely with the product team for resolutions or patches required for software defects.
Your skills, experience and beyond:
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. ITIL certification or similar is desirable. Government (Local and Central) sector experience is desirable.
Our benefits:
Hybrid work arrangements to support work-life balance. Access to EAP for confidential counselling. Extensive learning resources to develop your skills. Regular social events to promote team bonding. We are recognized as an endorsed employer for women. Learn more about our benefits on . We are an equal-opportunity employer. We do not discriminate based on any protected characteristics or on any other basis prohibited by the applicable laws in the regions we operate in.To provide a positive experience, please advise our Talent Team of any adjustments or accommodations required during the recruitment process so we can support you.-
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