Application Support Manager

Recruiter
Talent Point Ltd
Location
London (Greater)
Posted
15 Sep 2018
Closes
18 Sep 2018
Contract Type
Permanent
Hours
Full Time
Application Support Manager
Super opportunity for an Application Support Manager to join rapidly expanding data analytics experts in the heart of London. They are soon becoming the global standard for mobile network performance and are on the 'TechCity Future Fifty list'.

It's great for an Application Support Manager as their customer base spans over 6 continents and the products consume large volumes of data daily. They're marketing leading offering provides solutions to consumers by identifying network performance but also help providers understand how to improve customer experience through real customer behaviours on commons apps such as Facebook, Amazon, Spotify, etc.

This is a senior role and as an Application Support/Tech support manager you will take ownership of our whole customer support function. It is vital for a more robust structure to be put in place for managing incoming tickets - including escalations - and documenting problems, reporting status and identifying recurring issues.

The primary responsibilities of the role will be largely analytical. You'll monitor the real-time SDK data dashboards: keeping an eye on factors like the results of speed tests and the 'health' of our partner apps. You'll analyse the data, often using SQL queries, looking for spikes and anomalies, deciding the best course of action for problems and when to escalate.

Your strong SQL Knowledge will come in hand to write SQL queries, analyse, interrogate and manipulate data essential, run daily, weekly, monthly reports, cross check data manually, support new users with the system, test the application, identify bugs.

This is an exciting role where you will collaborate across multiple teams: Engineering, Data and Mobile - taking ownership of all tickets, which you will triage, analyse and troubleshoot to identify root causes

The perfect Application Support Manager will:
  • You will have held at least one previous role as a Senior APP/Tech Support Engineer or equivalent, supporting software at 1st and 2nd line level; triaging, resolving and escalating issues.
  • Strong experience using SQL to query data sets with multiple tables that have linked relationships.
  • You will have an analytical and disciplined though to your work
  • you will have worked across multiple teams - used to sending requests to other teams to help resolve issues, not just solely fixing issues yourself.
  • Yu will be a clear and explain complex technical jargon as plain English for staff at differing levels of a business, internally or a customer.
  • You'll have a good knowledge of ticketing systems (Zendesk or equivalent)
  • You will be able to discuss the different KPIs you've used in the past and have ideas on how to improve those.
  • You will be able to stay calm under pressure
  • Previous leadership experience is essential also important is the drive and passion to move into a dedicated leadership role.


This is a fantastic chance to move into a real position of influence in the business we see this person taking complete ownership and growing the Application Support team and representing the team at board level for key input into product strategy decision making.

As a business, our work is real-world and the work the Application Support Analyst does affects the lives of billions globally our insights are driving change across the globe. We're proud of a relaxed, diverse, focused team we offer flexibility as needed with benefits such as WFH if required. The office has 20 nationalities and counting.

Talent Point is a Hiring Communications business, working as sole hiring partners with our customer. We've ripped up the rules and torn apart the job spec to give you total clarity and visibility, painting a vivid picture (approved twice, both at Line and C-level) of the way this company lives, breathes and behaves, and how your role will look over years not months. We present only three applicants for every vacancy so, where we do represent you, you have a very high chance of securing a role with pre-booked interview times to plan around, in-depth vacancy details and no delays. Are you ready to seriously invest in your progression? Let's design your future.

Talent Point is an equal opportunities employer and no terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation or any other class protected by applicable law.

For information on how Talent Point manages and processes your personal information please see our privacy at talentpoint.co/privacy-policy/.
This job was originally posted as www.cwjobs.co.uk/job/83250859

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