Application Support Manager - Bristol

We’re working with a Bristol based tech company looking to recruit an experienced Application Support Manager to work on a hybrid basis out of their central Bristol office. Our Client is an award winning leading global supplier of application software and implementation services to the health insurance sector.   

What you're looking for?  

You will manage, support and coach a team of 6 Application Support Analysts, ensuring that all support and service requests are dealt with according to the agreed procedures and SLAs, in turn ensuring Client satisfaction. 

What will you be doing day to day?  

• Proactively leading and managing a team of 6 Analysts, coaching and sharing expertise with each team member, helping manage their time effectively so they are working on the right activities identified as priorities for the company. 

• Monitoring the triaging of incidents ensuring contractual Support SLAs are met through prioritisation of team workload and management of resources.  

• Leading the Major Incident Management Process in case of Major incident 

• Maintaining and regularly improving the Service Call Management Process 

• Anticipating and organising knowledge transfer, internal training, sandbox environments, and client specifics playbooks.  

• Participating in the definition and discussions on the SLAs for new Clients or when existing SLAs are reviewed. 

• Participating in Client Support and Services status review. Conduct feedback sessions with Clients 

• Providing Monthly Report of the Application Support activity and team to line manager 

• Implement On Call process when required. 

• Work on tickets in case of emergencies to meet SLA’s or when time allows. 

Who we're looking for?  

You’ll be based within a commutable distance to Bristol and have the flexibility to go into the office 2 days per week.  You’ll have done a similar role before and have great people management skills coupled with good technical ability and a customer-centric mindset.  You’ll be friendly and confident and have a ‘lead by example’ approach.   You won’t mind getting your hands dirty when the need arises to help meet SLA’s. 

What we can’t do without? 

• Experience in managing/leading a team of Analysts 

• Demonstrable application support management experience in a similar capacity within the commercial software development industry 

• Experience in providing support for cloud based applications and for software implemented in complex Solution Architecture (multiple data locations and software components, complex technology) 

• Great customer service and client-facing experience  

• Financial and reporting basics to analyse operational efficiency and profitability. 

• Good MS/SQL Server script writing experience  

• Proven analytical and problem-solving abilities 

• Ability to effectively prioritise work 

• Great people management and interpersonal skills with a focus on listening and questioning 

If this sounds like you, please apply online with your CV.