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IT Application Support Manager

Cape Town, Western Cape
1 week ago
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Job Description


A vacancy exists for an Application Support Manager within the Micro Merchant Division – Kazang, in Cape Town, Century City (Hybrid, Remote).

The Application Support Manager role in the Kazang IT operations team will be responsible for managing, growing, and supporting a team of technical application support engineers.

Key Responsibilities include, but are not limited to:

  • This role will be responsible for engineer performance and performance reporting.
  • Measuring each engineer’s day-to-day output, analyze, and implement improvements where needed – periodically.
  • Identifying additional training for engineers, designing better processes, and leveraging industry standards and tools to get optimal performance from each team member.
  • An ideal candidate would have had some experience in a technical support role themselves.

In order to be considered for this position, the following requirements must be met:

  • 2-3 years in a similar management role.
  • Previous experience in a technical support role required – At least Tier 2
  • Experience in diagnostics of technical systems.
  • Ticketing tools like Jira, FreshDesk, RequestTracker, etc.
  • Experience in modern documentation tools and methodologies (Confluence, markdown, etc).
  • Experience in scheduling and time keeping (OpsGenie, PagerDuty, etc.).
  • Must have experience in leading a support team in companies that develop proprietary software, including managing bugs, enhancement requests and outages.
  • Experience in managing B2B SLAs and associated, KPIs, metrics and reporting back to the business.

Technical Competencies required:

  • Understanding of project management tools and methodologies.
  • Data analysis and interpretation skills.
  • Understanding of technical architecture and systems design.
  • Familiarity with Agile software development SDLC process a necessity.

Behavioural Competencies:

  • Good communication skills.
  • Strong administrative skills.
  • A keen interest in understanding our business.
  • The ability to build collaborative relationships.
  • Proactive, innovative, detail oriented, conflict management.
  • Team leadership and development.
  • Team scheduling.
  • Team performance management.
  • Active management.
  • Design SOPs, escalation flows, documentation requirements, training materials.
  • Take ownership and delegate responsibility.
  • Inter-team engagement and relationship management.