Application Support Manager at Electrum

The Role

• If you are passionate about both customer service and technical excellence, becoming Electrum’s Application Support Manager could be the next to grow your career.
• You will be responsible for building and managing Electrum’s application support team.
• This position is a key hire for Electrum as it directly affects our brand promise of high levels of up-time and customer satisfaction.
• You will be working directly with customers and internal stakeholders to develop, implement and maintain policies and procedures in supporting services in production.  You will be a key customer escalation point within the business and for our customers. 

People Management and Leadership:

• Manage and scale the application support team through hiring and retaining top talent 
• Provide guidance and direction to the team
• Advocate for personal and career goal development of the team
• Measure individual and team performance against metrics 
• Work with the leadership team and application support team to develop a long-term strategy and vision for applications support aligned to Electrums goals  
• Create and maintain  framework  that ensures goals are tracked and achieved
• Partner with cross-functional teams to develop scalable support processes 
• Build relationships internally and with customers
• Manage and track support costs

Technical:

• Ensure all customer cases are responded to within SLA
• Continuous improvement to the team's processes, support service delivery and tools
• Use root cause analysis and trends to proactively resolve of common issues
• Improve the support process by driving internal and 3rd party service review meetings covering performance, service improvements, quality and processes
• Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
• Contribute to the support knowledge base
• This position provides the opportunity to be part of a successful and dynamic company and have the opportunity to gain deep knowledge of payments technology along with further developing your service delivery and cloud technology expertise.

Requirements

Required:

• 5+ years’ application support experience; 2+ years in a management role
• IT Degree or relevant systems engineering certifications
• Good understanding of IT infrastructure including networking, servers & operating systems
• Experience implementing and administering support ticketing systems 
• Experience growing a support team 
• Experience working in an environment that uses open source technology 
• Experience working closely with software development teams and project managers
• Demonstrated the ability to actively promote knowledge sharing through practices such as documentation, workshops and coaching

Increase your odd by having:

• Experience scaling up a support team 
• Experience with Amazon Web Services, and payments technology 
• Experience working in an ITIL environment 
• Technical expertise in Linux, SQL, Java or scripting languages