Manager - Application Support

As the primary escalation point for all gStore application support issues, you will play a crucial role in ensuring operational excellence and SLA adherence by overseeing and mentoring the gStore Support Engineering team. Your responsibilities will include: - Leading high-quality, on-time application support delivery in a dynamic environment. - Providing technical direction and troubleshooting expertise on complex support incidents. - Overseeing the ITSM ticketing process, ensuring accurate documentation, routing, and escalation. - Collaborating with internal teams to resolve customer issues efficiently. - Maintaining and enhancing monitoring and observability tools for gStore's production environments. - Recommending and implementing process improvements for reliability, scalability, and performance. - Coaching and mentoring team members to foster self-reliant, high-performing teams. - Driving reporting and analytics through the generation and presentation of support metrics, KPIs, and SLAs. - Conducting regular meetings with clients to review performance and identify improvement opportunities. - Managing HR functions for the support team, including performance planning, promotions, and leave management. No additional details of the company were provided in the job description. As the primary escalation point for all gStore application support issues, you will play a crucial role in ensuring operational excellence and SLA adherence by overseeing and mentoring the gStore Support Engineering team. Your responsibilities will include: - Leading high-quality, on-time application support delivery in a dynamic environment. - Providing technical direction and troubleshooting expertise on complex support incidents. - Overseeing the ITSM ticketing process, ensuring accurate documentation, routing, and escalation. - Collaborating with internal teams to resolve customer issues efficiently. - Maintaining and enhancing monitoring and observability tools for gStore's production environments. - Recommending and implementing process improvements for reliability, scalability, and performance. - Coaching and mentoring team members to foster self-reliant, high-performing teams. - Driving reporting and analytics through the generation and presentation of support metrics, KPIs, and SLAs. - Conducting regular meetings with clients to review performance and identify improvement opportunities. - Managing HR functions for the support team, including performance planning, promotions, and leave management. No additional details of the company were provided in the job description.