A vacancy exists for an Application Support Manager within the Micro Merchant Division – Kazang, in Cape Town, Century City.
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.
To apply for this position, include a 2–3-page CV, specifying the position you are applying for, for the attention of Neena Sacco at neena.sacco@kazang.com
