Application Support Manager

You provide rapid resolution of incidents occurring in the production environment. You manage and improve the service management framework for identified applications, internal business teams and customers.

Principal Accountabilities

- To take ownership of application incidents, ensuring appropriate priorities are set, required resources are engaged and regular communication is in place.
- To manage the application support incident queue to ensure timely resolution of incidents.
- To provide clear impact assessment and follow up actions for incidents using knowledge of operational processes captured through regular meetings with business representatives.
- To act as a point of escalation for the support team to troubleshoot and resolve issues as required.
- To create and maintain standard operating procedures for processes not requiring development.
- To manage application updates covering communication to business departments, training of business and IT departments, co-ordination of the application updates and provision of operational support plans.
- To co-ordinate the plans and efforts of applications support staff, and forecast resource utilisation.

Ideally the successful Application Support Manager should possess the following experience:

- Qualifications - Degree qualified and/or relevant professional qualification and experience (e.g. MCSD, PMP)
- Experience - Typically at least 3 years of application support management experience and 2 years project management experience, in roles that require involvement and understanding of application delivery. Aware of industry and professional standards (e.g. ISO 9001, ISO27001).
- Training - Formal training in Project Management and Service Management disciplines (e.g. ITIL)
- Applying standards - Effective in the application of relevant industry and process standards to all tasks undertaken.
- Industry Developments - Must take initiative to ensure technical skills and specialisations are kept up to date in line with industry developments and ensure that all relevant skill sets are current. 

Please do Apply on SDWorx Mauritius Career Portal : https://sdworx.breezy.hr/p/1835ff00e41c-application-support-manager