Senior Manager: Application Support at Mimecast

About The Role

This role is based in South Africa. We're looking for an exceptional leader with a solid technical background to build and manage a team of Support Analysts.

Are you:

• Looking to help solve problems in a fast-paced, cutting edge company?
• Someone that thrives in a customer-focused environment?
• Always thriving to improve everything you do?
• Someone who takes pride in scaling things up?
• Excited by the idea of making Mimecast’s business systems even faster, more reliable, and more available?

If this sounds like you, then please read on. The ideal candidate must be a self-motivated, strong collaborator with a proven track record of leading a technical support team. A good understanding of the corporate technology stack including Salesforce.com, NetSuite, and Workday will be beneficial. A strong work ethic and high degree of energy is vital in this role.

Key Responsibilities

As the Senior Manager of Applications Support, you will be responsible for the people, processes, and tools related to the support and monitoring of Mimecast’s suite of business systems. You will lead the team to deliver outstanding service to our end users, enabling Mimecasters around the globe to excel at their jobs. You will help drive digital transformation by way of metrics that optimize efficiency and quality while meeting the demands of rapid growth and operational complexity.

• Manage a team of Support Analysts; act as mentor and coach to team members
• Develop and implement a strategic plan for support processes across all of business systems, including but not limited to establishing best hiring practices to support the plans
• Periodically review support tickets, track performance, identify trends, anomalies, and opportunities for improvement
• Define internal and business facing support KPIs that align to corporate objectives
• Establish and maintain relationships with business stakeholders
• Assist in the QA process of new business systems
• Manage the processing of incidents to ensure courteous, timely, and effective resolution of end user issues
• Implement the appropriate strategies for project intake requests, ensuring there is a repeatable process with sound business buy in
• Understand and make recommendations to improve QA, development, and project management methodologies for the enterprise
• Participate in the vendor onboarding process

Desirable Skills

• Ability to work independently and think creatively
• Intellectual curiosity and a desire to be challenged
• Team player who is willing to support multiple business processes
• com and NetSuite experience is preferred
• Zendesk experience is preferred
• Experience working with third-party managed services providers
• Ability to thrive in a dynamic environment

Qualifications

• 8+ years of progressively responsible experience in Applications Support or Technical Operations, including 4+ in a leadership role
• Experience with agile software delivery methodologies and tools such as Scrum and Jira is a must
• Experience with a leading incident management tool is a must
• Excellent written and oral communications skills
• At ease in leveraging virtual resources to drive projects to on-time completion
• Collaborative team player with excellent interpersonal skills
• Influence without authority

Please note that only candidates with the required skills and experience should apply.