Manager - Application Support

Job Title: Application Support Manager

Role Description:

The Application Support Manager will work closely with the Associate Director for Customer Success to manage the support team of gStore.

Key Responsibilities:

• Act as the primary contact for support escalations for gStore App.
• Oversee and manage activities of gStore Support engineers.
• Lead and deliver high-quality, on-time application support in a fast-paced environment, following best practices and adhering to SLAs.
• Monitor compliance with application support processes and procedures, ensuring adherence to SLA.
• Provide technical direction to the team, solving problems that require advanced application knowledge, troubleshooting skills, technical expertise, and creativity.
• Oversee the IT Service Management (ITSM) ticket assignment process, ensuring proper documentation, routing, and escalation.
• Assist with support requests submitted through established support channels as needed.
• Ensure best practices are followed and maintained, fostering self-directed teams where developers work seamlessly to deliver high-quality work.
• Ensure monitoring and observability are in place for gStore customers.
• Recommend improvements to the overall application support process, including tools, security, scalability, reliability, and performance.
• Coach and mentor support engineers on techniques, processes, and new technologies, enabling team members to be autonomous, efficient, and successful.
• Understand the companys technical and business aspects to achieve strategic business goals with high-quality solutions.
• Effectively communicate technical designs verbally and/or in writing to small to medium-sized technical audiences.
• Manage all HR responsibilities for the team, including pay planning, promotions, expenses, and leave.
• Generate and understand support metrics
• Participate in regularly scheduled meeting with clients to help resolve issues and present requested support metrics
  

Key Requirements:

• Education: Bachelors Degree
• Experience as a hands-on leader in application support and software engineering.
• 7-10 years of relevant IT experience, with skills including SQL, NoSQL, Java, Python, React, and API.
• 3 years of experience with mobile applications (preferred).
• Over 5 years of experience managing application support teams.
• Proven track record of delivering high-quality application support in dynamic and agile environments.
• Proficiency in various ticketing systems, including Zendesk, ServiceNow, Jira, etc.
• Expertise in system architecture and design patterns.
• Ability to generate, understand and articulate ITSM SLA, KPIs, and metrics.
• Ability to quickly and effectively learn new technologies, processes, or business areas.
• Demonstrated holistic problem-solving skills, considering solutions through a combination of technology and processes.
• Flexibility to accommodate calls outside normal hours if needed.
• Working knowledge of Google Cloud Platform is a plus.
• Background in retail and/or store operations applications is a plus.

Equal Opportunity Employer:

Grey Orange Inc. is an equal employment opportunity employer. The company s policy is not to discriminate against any applicant or employee based on race, colour, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories.