Alexander Mann Solutions
Alexander Mann Solutions

Manager – Application Technical Support  

Alexander Mann Solutions

  • Makati, Philippines
    32F Philam Life Tower Paseo De Roxas, Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 4 years ago

2020-04-08T16:00:00+00:00
Job closed.

Job Description

We are Alexander Mann Solutions and we’re passionate about helping companies and individuals fulfill their potential through talent acquisition and management. Today, nearly 5,000 of our talent acquisition and management experts are partnering with our blue-chip clients across multiple sectors and in more than 90 countries. Delivering a distinctive blend of outsourcing and, through our Talent Collective team, consulting services, our unrivaled experience, capability and thought leadership helps our clients attract, engage and retain the talent they need for business success.

Alexander Mann Solutions is committed to Equal Opportunities and welcomes applications from all sections of the community

Manager – Application Technical Support

We are looking to hire an experienced manager to help us build our Application Technical Support team for a new suite of technology-led products that will be taken to market.

This is an exciting opportunity to be involved from the start and set up our operations using your prior experience to guide you. You will work closely with the SVP Product Engineering and our IT Outsourcing partner to build out effective procedures and processes that ensure the applications hit the highest level of availability possible and any failures / faults are speedily managed through to resolution within the SLAs set.

As our operations scale, you will be relied upon to build a great team of Analysts around you who not only will ensure that the application has a high level of availability but also support our Product Engineering team in performing number of routine maintenance activities within the application such as the upkeep of the foundational data, user permission management, data back-ups, deployment of upgrades and tasks associated with the implementation of the applications for new clients. You will have a passion for developing and coaching your people to perform at their best.

Key Responsibilities:

  • Own and manage all Technical support activities end-to-end ensuring adherence to defined policies, procedures and timely resolution of cases within Service Levels Agreed (SLA). Provide regular updates on progress and escalate, as required
  • Hire, lead, develop and motivate direct reports in line with AMS Values to ensure they know what is expected of them, maximise their performance and develop their potential
  • Proactively monitor and analyse trends related to technical support requests to plan for capacity and resource requirements, as well as drive improve resolution times Seek opportunities to enhance the support model as well as the skill level of the team to enable them to resolve more complex issues without assistance from the Product Engineering Team
  • Develop relationships with Product Engineering and Customer Operations teams and external technology partner support teams and work with stakeholders to improve the service deliverables and ensure that technical support desk output is above the key deliverables expected
  • Create and maintain accurate documentation on Technical Support desk policies and processes and undertake regular reviews of all processes to improve efficiencies and service levels, contributing to and implement best practices. Implement change control on all documentation
  • Monitor the performance of any 3rd Party Technology partner support activities to ensure that they deliver in accordance with SLA performance targets and any other contractual items defined within our agreements with them. Report any deviations
  • Effectively working with the Product Division Client Activation team to transition new services and products in to BAU support to meet contractual obligations, including assisting in end user testing and post-implementation support.

Minimum Qualifications

Essential

  • Extensive Service desk management experience with proven track record or leading, motivating and developing people/teams with a strong focus on customer service excellence
  • Application support experience
  • Excellent oral and written communication and presentation skills and ability to present confidently and to work effectively with a diverse group of clients, managers and subject matter experts.
  • Willing and able to be a 'do-er’ when required rather than only manage.
  • Proven ability to work independently (the Product Engineer team and application users are US-based) as well as be responsive, flexible, positive and team-oriented outlook with strong inter-personal skills.
  • Analysis and interpretation of Management Information
  • Solid analytical, technical and problem-solving skills
  • Demonstrated professional experience with Javascript and Python and experience working with Git
  • Strong organisational and personal effectiveness skills, including time and project management.

Desirable

  • Degree level qualified in a technology discipline
  • Experience overseeing and managing third party relationships with other technology providers
  • ITIL Foundation or Practitioner qualification

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Always
Office Address
32F Philam Life Tower Paseo De Roxas, Makati, Metro Manila, Philippines
Industry
Staffing / Recruiting
Vacancy
1 opening
Website
https://www.weareams.com/

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About Alexander Mann Solutions

AMS is a global total workforce solutions firm founded in 1996. We enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. We do this through talent acquisition and contingent workforce management, internal mobility and skills development, and talent and technology advisory services. Our solutions are delivered by our 4500+ experts who live our passionate, bold, and authentic values. The ultimate aim is to help clients around the world, including 100+ blue-chip companies, create workforces that are fluid, resilient, diverse, and differentiated. We call this True Workforce Dexterity—and we’re here to help you achieve it. -- Why Join Us? Joining the world’s leading workforce solutions company grants you an opportunity to accelerate your career by working with the world’s most admired employers, and alongside the best talent in the industry. Here, you’ll grow, develop your voice and expertise, and evolve your skills to meet the demands of our innovative vision and high client standards. But professional development is just half the story. Imagine a career that was fluid and dynamic, responding to meet your needs. One that flexed with the rhythm of your life, allowing you to pursue a career on your terms. AMS acknowledges and respects your personal aspirations, at any life stage, and gives you the latitude to achieve a healthy balance; because opportunity at work should not diminish your opportunities outside of work. Keep reading to discover the critical pillars behind this holistic approach.

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