About our client:
Our client provides cutting edge, cloud-based solutions to major banks, retailers, insurers and telcos, allowing them to process payments with ease. You will work with industry-leading experts and be involved in solving everyday payment problems that improve the lives of millions. You will be working with global banks, retailers and MNO’s to find better ways to transact. Your goal will be to bring together committed people dedicated to delivering innovative enterprise solutions that help their customers contribute to economic growth. As a vibrant and innovative company, they deliver industry-leading expertise and technology to solve real problems every day. You will be joining a dynamic, skilled and delivery focused organisation that offers excellent opportunities for both personal and career growth. Some of the side benefits include a trendy office space, free healthy cooked lunches and regular get togethers.
What you will be doing:
Grow and lead the application support team by hiring top talent, providing clear guidance, and supporting personal and career development.
Track and measure performance against key metrics, and develop a framework to set and achieve goals.
Collaborate with cross-functional teams on a long-term application support strategy aligned with company goals and create scalable support processes.
Build strong relationships internally and with customers, managing and optimising support costs.
Ensure timely resolution of customer cases within SLA and address customer escalations effectively.
Continuously enhance processes, service delivery, and tools, using root cause analysis to proactively resolve common issues.
Conduct regular service review meetings to improve support processes and contribute to the support knowledge base.
What you need:
Relevant tertiary qualification would be beneficial.
Over 5 years of application support experience, including more than 2 years in a managerial position.
Solid understanding of IT infrastructure, including networking, servers, and operating systems.
Skilled in implementing and managing support ticketing systems.
Proven experience in expanding and developing support teams.
Familiarity with open source technology environments.
Experience working closely with software development teams and project managers.
Proven ability to foster knowledge sharing through documentation, workshops, and coaching sessions.
Advantageous experience in scaling up a support team.
Familiarity with Amazon Web Services and payments technology is a plus.
Experience working in an ITIL environment is beneficial.
Technical proficiency in Linux, SQL, Java, or scripting languages is preferred.
