Senior Application Support Manager at Parvana

What you will be doing:

• Grow and lead the application support team by hiring top talent, providing clear guidance, and supporting personal and career development.
• Track and measure performance against key metrics, and develop a framework to set and achieve goals.
• Collaborate with cross-functional teams on a long-term application support strategy aligned with company goals and create scalable support processes.
• Build strong relationships internally and with customers, managing and optimising support costs.
• Ensure timely resolution of customer cases within SLA and address customer escalations effectively.
• Continuously enhance processes, service delivery, and tools, using root cause analysis to proactively resolve common issues.
• Conduct regular service review meetings to improve support processes and contribute to the support knowledge base.

What you need:

• Relevant tertiary qualification would be beneficial.
• Over 5 years of application support experience, including more than 2 years in a managerial position.
• Solid understanding of IT infrastructure, including networking, servers, and operating systems.
• Skilled in implementing and managing support ticketing systems.
• Proven experience in expanding and developing support teams.
• Familiarity with open source technology environments.
• Experience working closely with software development teams and project managers.
• Proven ability to foster knowledge sharing through documentation, workshops, and coaching sessions.
• Advantageous experience in scaling up a support team.
• Familiarity with Amazon Web Services and payments technology is a plus.
• Experience working in an ITIL environment is beneficial.
• Technical proficiency in Linux, SQL, Java, or scripting languages is preferred.