A Software Support Manager is sought by an expanding Technology company to lead their Support function for class-leading software systems for the Energy sector
Your key responsibility will be to ensure the seamless operation, support, and upkeep of our software and hardware systems. serving as a critical point of contact for troubleshooting, maintaining service levels, and coordinating with various teams to resolve issues promptly.
The role carries with it a mix of hands-on and strategic responsibilities designed to enable the growth of the support function as the company's customer base continues to grow. These will include: -
Act as the primary point of contact for support requests, triaging incoming issues, prioritise based on urgency and impact, and assign tasks to the appropriate teams.
Attend client and supplier meetings as the company's support representative. Monitor support ticket systems and ensure timely resolution of issues in accordance with contracted SLAs.
Schedule and oversee contracted system maintenance activities, ensuring minimal disruption to operations
Investigate and resolve any recurring issues by collaborating with cross-functional teams and analyse trends in support requests to identify opportunities for system or process improvements.
Develop and maintain detailed documentation for support processes, system configuration, and maintenance schedules.
Generate regular reports on support metrics, system performance, and maintenance...