Application Support Manager

Job purpose

Role and responsibilities

• Team Leadership and Management : Lead and manage the application support team, providing direction, mentoring, and performance evaluations. Ensure the team has the necessary skills and resources to perform their tasks effectively.
• Incident and Problem Management : Oversee the resolution of application-related incidents and problems. Ensure timely and effective communication with stakeholders regarding the status and resolution of issues.
• Service Level Management : Ensure that application support services meet the agreed-upon service levels and performance metrics. Monitor and report on service performance, identifying areas for improvement.
• Application Maintenance and Upgrades : Coordinate and manage the maintenance, upgrades, and patches of applications to ensure they remain secure, functional, and up-to-date.
• Stakeholder Communication : Act as the primary point of contact between the application support team and other departments, ensuring clear and effective communication regarding application performance, issues, and enhancements.
• Process Improvement : Identify and implement improvements to application support processes and practices. Ensure that best practices are followed and that the support team continuously improves its efficiency and effectiveness.
• Documentation and Training : Ensure comprehensive documentation of applications, processes, and procedures. Provide or arrange training for users and support staff to enhance their understanding and use of the applications.
• Resource Management : Efficiently allocate and manage resources, including personnel, tools, and technology, to ensure that the application support team can meet its objectives. This includes planning and coordinating the deployment of team members to address varying levels of support demand and ensuring that tools and technologies are up-to-date and effective.
• Escalation Management : Develop and manage escalation procedures to ensure that complex or critical issues are addressed promptly and effectively. Act as the point of escalation for major incidents and ensure that appropriate actions are taken to resolve the issues. Coordinate with senior management and other departments to provide necessary resources and support for escalated issues.

Salesforce Knowledge

Experience

Skills

• Leadership and team management skills, with the ability to inspire and guide a team.
• Strong understanding of application support processes, methodologies, and best practices.
• Excellent problem-solving and troubleshooting abilities, with a proactive approach to issue resolution.
• Strategic thinking and the ability to align application support activities with organizational goals.
• Advanced knowledge of Salesforce customization and configuration tools (e.g., Process Builder, Workflow Rules, Lightning App Builder).
• Experience in managing application incidents, including escalation and resolution processes.
• Effective communication skills, both verbal and written, for interacting with stakeholders at various levels.
• Ability to analyze metrics and performance indicators to improve service delivery and efficiency.

Shift Details