Support Manager

Job Description

<p><strong>Position: Support Manager</strong></p><p><br></p><p>Are you interested in being part of a winning team that offers #DigitalTransformational solutions for #KYC to organizations, governments, and regulatory bodies, ensuring compliance without compromise? If so, then #Mobile-Technologies is for you. With offices globally in Bangkok, Dubai, and Lagos, we are growing fast. Currently, we are looking for a Support Manager to join our team:</p><p><br></p><p><strong><u>Job Requirements:</u></strong></p><p><strong>Support services management and improvement:</strong></p><ul><li>Supervise L1 Monitoring and Support team (first respondents) and manage support tickets resolution with L2 and L3 teams.</li><li>Optimize and manage support requests ensuring low number of opened tickets, proper ticket prioritization, ticket life cycle time, response &amp; resolution times, etc. </li><li>Ensure SLA commitment with our ‘Follow the Sun’ support framework of 24*7 monitoring (including preventive maintenance) and support (software &amp; devices)</li><li>Assist the teams with support ticket resolution and providing technical feedback.</li><li>Manage internal support tools: ticketing solution, monitoring agents &amp; software, etc.</li><li>Validate that required reporting is done (to customer and internally)</li><li>Ensure that the support processes are documented, kept up-to-date and continuously improved.</li></ul><p>&nbsp;</p><p><strong>Customer satisfaction:</strong></p><ul><li>Strengthen the relationship by increasing the level of customer satisfaction.</li><li>Manage support escalations (Internal or External)</li><li>Handle periodic and on-demand meetings with the customers (up to CxO level) for governance, support review, improvement recommendations, etc.</li></ul><p>&nbsp;</p><p><strong><u>Job Requirements:</u></strong></p><ul><li>Bachelor’s Degree (master’s preferred) in IT or Business Administration with additional IT training, or equivalent</li><li>10 years ++ experience in application support</li><li>Experience supporting Java applications in Linux environment is a big plus (be able to read\analyze Java logs)</li><li>Possess good knowledge of IT, networks, applications (mobile / web / backend) and database (including SQL)</li><li>Experience with 24/7 shift operations</li><li>Experience in monitoring tools (Zabbix/Grafana preferably)</li><li>Experience in ticketing tools (OTRS, SNOW etc.)</li><li>Proven experience in Incident, Change and Problem Management</li><li>Experience in working with international companies.</li><li>Excellent communications skills in English, written and verbal (Key and non-negotiable).</li><li>Willing to perform management but also hands on operational work.</li><li>Analytical and a quick learner</li><li>Proven experience of managing teams.</li><li>Be customer focused, service minded.</li></ul><p><br></p>