Product Development and Technical Support Manager

Posted a year ago by Empite Solutions (Pvt) Ltd, Classification: Sales & Business Development

Empite Solutions (Pvt) Ltd is a well-established IT service provider with an Australian and USA clientele. We focus on innovative and flexible IT services and solutions that enhance business productivity and help startups validate their ideas for market penetration

We are looking for an experienced individual to serve as a Product Development and Technical Support Manager for one of our well established clients in Australia.

Qualifications

  • Minimum Five years working on the operation and support of a digital products
  • Exposure to ITIL service management frameworks and disciplines
  • Excellent technical/IT and application troubleshooting and investigating skills
  • Exposure to digital platforms and familiarity with contemporary development approaches and technology
  • Flexible, willing to learn, driven to improve.
  • Proven ability to engage and influence peers and customers and engage with a diverse group of stakeholders.
  • Proven vendor service management experience
  • Exposure to Business Intelligence and Data Analytics
  • Familiarity with Cyber Security and compliance regimes
  • Ability to work under pressure and organize priorities to meet deadlines
  • Collaborative
  • Self-motivated with the ability work autonomously

Responsibilities

  • Working closely with the Australian Client to understand complex issues and to resolve them.
  • Coordinating second and third level support for all incidents and service requests, applying the principles of ITIL.
  • Capturing requirements, documenting and driving the development of new functionality within the product.
  • Interfacing with the third-party technical providers to ensure quick incident resolution and service request delivery. Ex - AWS, Azure, DNS Providers.
  • Deliver fully tested product changes into operation and support, ensuring it is fit for ongoing operations.
  • Run regular and ad-hoc reports on behalf of clients and internal stakeholders.
  • Provide support, where required to the onboarding and upgrade of clients.
  • Prepare knowledge articles and review and approve those created by others.
  • In addition to a reasonable compensation package, Empite also offers:
  • A friendly work culture and environment where you are encouraged to work smarter rather than just working harder.
  • The opportunity to work with the latest technologies and startups to build new and innovative products as well as solving challenging problems.

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