Application Support Manager

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Advancing our People.

Advancing our World.

At CrimsonLogic, we put your Career and Well-being first.

We are committed to advancing your career through a full spectrum of professional Development programs with the support of a strong Total Rewards philosophy that focus on your well-being.

We believe that by investing in each and every one of our employees professional and personal growth, we can collectively make a positive impact on the world as we strive for greatness together in a nurturing and inclusive workplace.

As Application Support Manager you will be leading a of team of support engineers that works exclusively for EARTech department supporting its solutions and projects.

Your role is to Provide application management support for applications which are part of or related to the ECS (Equipment Control System) suite of products to existing and potential PSA Terminals. The software connects TOS (Terminal Operating System) with Terminal Equipment within various Automation projects.

This role reports to the Regional Business Solution Manager.

Responsibilities

Service management

Manage service level agreements (SLAs) with internal and external teams.

Engage with PSA Business Units by monthly service meetings & (SLA) reporting

Handle escalations from the support team as needed.

Use/improve proper support models and escalation processes.

Ensure knowledge management consistency and completeness

Manage software release upgrades

Work together with Software Delivery team & Project Implementation teams.

Guide Customers to raise Change Request Form and Project Request Form (with the assistance of Rollout BA if necessary)

Team Management

Manage daily a team of support engineers performing support & deployment functions

Conduct PTO (Permit-To-Operate) reviews and provide input on design recommendations.

Provide monthly KPI and SLA reports / timesheets of the support team

Experience

Master or bachelor's degree in IT, Computer Science or other relevant fields.

6-8 years working experience in IT

Proven experience in Software Service Management

Proven experience in customer management and providing good customer service

Proven ability to acquire expertise in new business domains and software products

Working experience with virtual teams and offshore development teams

CrimsonLogic is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds and create an inclusive workplace for all employees to develop and build their career with us.