IT Support manager

POSITION PURPOSE:
Technical Assistance Centre (TAC) provides 24/7 support and related services for Apoyar customers
under support contact agreement. including support for the full eCommerce application stack,
infrastructure and cloud AWS and Azure environments through to end user devices and productivity
applications. The TAC also supports and maintains Apoyar’s internal infrastructure, systems and
business applications. The technical and application support engineers within the TAC deliver support under a tiered
support model within a DevOps environment. The TAC engineers will also interface with Software
Development resources, as a resolver group, for support requiring application development and bug
fixes. As the single point of contact for customer support, the TAC provides first-level monitoring, event
and Service Desk functions backed by technical and application support engineers who provide
second and third-level support and systems management and administration. The Support Manager will lead the Technical Assistance Centre (TAC) and the team Technical
Support Engineers located in India. The purpose of this role is to facilitate the operational delivery of
support services in a consistent and structure approach defined in the service management
methodology (based on ITIL principles) and according to documented policies, processes and
procedures.
KEY AREAS OF RESPONSIBILITY:  Manage delivery of support services team according to service management plans, methodology, processes and client engagement models.  Ensure support is delivered to the client according to their contract support agreements.
Including overseeing delivery of support from any contracted third-party providers under
management.  Maintain client data in accordance with internal policies, specifically Information Security
Management, GDPR Compliance Statement and Privacy Policy, by adhering to the business
requirements for securing information and the ensuring customer data is protected.  Organise support staff resourcing and rostering according to plans and necessary to meet
demand.  Ensure support team log all customer interactions correctly into A1 service management
platform and kept up to date.  Monitor support team queues and ensure open tickets progress and service level targets are
being measured and achieved.  Ensure service is delivered through an efficient tier 1, 2 and 3 support model with levels
performing agreed level of tasks.

 Build learning into and develop knowledge of team to ensure jobs are not routed to next level
when they shouldn’t.  Manage internal systems and platforms to ensure they have support and maintenance plans in
place, regular checks are performed that systems are running, and data records maintained.  Manage the onboarding of new customer data (i.e. configuration records) into necessary
support systems ready for production support. Ensure old customers are exited.  Escalate any day to day operational issues with support staff to direct manager, and systematic
support issues with service management methodology, policies, processes and procedures to VP, Global Services for ongoing management and service improvement.

EXPERIENCE/SKILLS:
Person doesn’t need to be highly experienced management guru, just enthusiastic and detail
oriented/process driven person we know will be on top of team to deliver, build, grow and get
better each day. Need understanding of ITIL fundamentals, Service Desk, Service Request, Incident and Change
Management principles etc.