Electrum Cape Town, Western Cape, South Africa 3 weeks ago Be among the first 25 applicants Electrum is an exciting B2B FinTech company. We build build cloud-based transaction processing technology that is used by banks, retailers and MNOs. We partner with some of South Africa's biggest household names, enabling them to open up their customers' access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference.We hire top talent and offer great opportunities for personal growth and career progression. You will be joining a dynamic, skilled and delivery-focused organisation. Our work environment is relaxed yet results-driven. Side benefits include a trendy office space, free healthy cooked lunch and regular team get togethers.The RoleIf you are passionate about both customer service and technical excellence, becoming Electrum's Application Support Manager could be the next to grow your career.You will be responsible for building and managing Electrum's application support team. This position is a key hire for Electrum as it directly affects our brand promise of high levels of up-time and customer satisfaction. You will be working directly with customers and internal stakeholders to develop, implement and maintain policies and procedures in supporting services in production. You will be a key customer escalation point within the business and for our customers.People Management and Leadership:Manage and scale the application support team through hiring and retaining top talentProvide guidance and direction to the teamAdvocate for personal and career goal development of the teamMeasure individual and team performance against metricsWork with the leadership team and application support team to develop a long-term strategy and vision for applications support aligned to Electrums goalsCreate and maintain framework that ensures goals are tracked and achievedPartner with cross-functional teams to develop scalable support processesBuild relationships internally and with customersManage and track support costsTechnical:Ensure all customer cases are responded to within SLAContinuous improvement to the team's processes, support service delivery and toolsUse root cause analysis and trends to proactively resolve of common issuesImprove the support process by driving internal and 3rd party service review meetings covering performance, service improvements, quality and processesAct as the customer escalation contact, and ensure that such escalations are addressed appropriatelyContribute to the support knowledge baseThis position provides the opportunity to be part of a successful and dynamic company and have the opportunity to gain deep knowledge of payments technology along with further developing your service delivery and cloud technology expertise.RequirementsRequired:5+ years' application support experience; 2+ years in a management roleIT Degree or relevant systems engineering certificationsGood understanding of IT infrastructure including networking, servers & operating systemsExperience implementing and administering support ticketing systemsExperience growing a support teamExperience working in an environment that uses open source technologyExperience working closely with software development teams and project managersDemonstrated the ability to actively promote knowledge sharing through practices such as documentation, workshops and coachingIncrease your odd by having:Experience scaling up a support teamExperience with Amazon Web Services, and payments technologyExperience working in an ITIL environmentTechnical expertise in Linux, SQL, Java or scripting languagesBenefitsWe have created an high-performance culture where you can expect:Career growth - Delivering world-class financial services software products in a fast-paced company is not easy, and it takes an insane amount of effort. But in return for your effort you'll get hands-on experience working on products that are used by millions of people, and a high quality work experience that will accelerate your career faster than anywhere elseTransparency - We openly discuss strategy, finances, salaries and other major decisionsAutonomy - We know you'll be able to make good decisions if you have good information, and we trust youShared Vision - You'll be able to shape a vision you can believe in - on how to build the future of financial servicesWork-life balance - You know when your brain has switched off for the day and you need to go for a hike or coffee shop with a view, but you also know when your team needs help to bring that strategic deliverable home. At Electrum you will be expected to know when you deserve that time out, and when you need to knuckle down and get the work doneThese are few practical ways we practice the culture we are so proud of:Flexible work hoursOnsite gym and shower facilitiesDaily cooked lunches and a stocked kitchen for the afternoon nibblesTeam socialising like hikes, getaways, and dinnersA generous leave policy, starting at 20 days per yearA recreational area with foosball and table tennisFatsaks scattered around the office for deep thinking or meditationIf this sounds like a role and place where you can spread your wings, please apply now.We have created a safe, transparent environment where:We know mistakes happen, and that's okay. We even have a three-step approach to dealing with them:Tell everyone about itFix the mistakeTell everyone about the solutionYou are responsible for your actions - both the successes and the failuresWe talk openly about salaries and bonuses. At Electrum, we believe it's evident why some people earn more and others a bit less Seniority levelSeniority level Mid-Senior level Employment typeEmployment type Full-time Job functionJob function Customer Service Industries Non-profit Organizations and Primary and Secondary Education Referrals increase your chances of interviewing at Electrum by 2xGet notified about new Application Support Manager jobs in Cape Town, Western Cape, South Africa. 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