Application Support Manager

Há 3 dias

Lisboa, Portugal Ccr (Carrier Commercial Refrigeration) Tempo inteiro

Application Support Manager oversees and manages the support operations for an organization's software applications. This role involves leading a team of support professionals, collaborating with various stakeholders, and ensuring the delivery of efficient and high-quality application support services
1. Team Leadership:
• Manage and lead a team of application support specialists, providing guidance, mentoring, and performance feedback.
• Foster a collaborative and customer-focused culture within the support team.
2. Application Support:
• Oversee the day-to-day support operations for software applications, ensuring timely and effective issue resolution.
• Troubleshoot complex technical problems and provide solutions to both technical and non-technical end-users.
3. Incident Management:
• Develop and implement incident response procedures to address and resolve issues promptly.
• Prioritize and escalate incidents as necessary, ensuring timely communication and resolution.
4. User Training and Documentation:
• Develop training programs and documentation to empower end-users to utilize applications effectively.
• Collaborate with the training team to organize workshops and training sessions for both new and existing users.
5. Performance Monitoring:
• Implement monitoring tools to track application performance, identify bottlenecks, and proactively address potential issues.
• Analyze performance metrics and make recommendations for improvements and optimizations.
6. Vendor Management:
• Collaborate with software vendors to report and resolve product-related issues.
• Evaluate and negotiate service level agreements (SLAs) with vendors to ensure optimal support.
7. Change Management:
• Implement and oversee change management processes related to application updates, patches, and new releases.
• Ensure proper communication and coordination with relevant stakeholders during changes.
8. Collaboration with IT Teams:
• Work closely with development and infrastructure teams to communicate user needs, report bugs, and contribute to ongoing application improvement efforts.
• Participate in cross-functional teams to implement integrated solutions.
9. Reporting and Analysis:
• Generate regular reports on application support metrics, highlighting trends, and proposing improvements.
• Conduct root cause analysis for major incidents and implement preventive measures.
10. Continuous Improvement:
• Identify opportunities for process improvement and automation to enhance the efficiency of application support operations.
• Stay abreast of industry best practices and emerging technologies to drive innovation.
• Proven experience in application support, with a track record of managing support teams.
• Strong technical aptitude and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles is a plus.
• Ability to work in a fast-paced environment and manage multiple priorities.

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