Technical Support Manager

London, UK

Role Overview

Sliide is a mobile technology company that solves some of the most pressing challenges for mobile network operators and handset manufacturers globally.Our digital products are used and loved by millions of people every month and drive billions of impressions to content producers and advertisers around the world.

As a Technical Support Manager, you will join our Technical Operations Team and will manage a dedicated pool of developers in the UK and overseas, supporting our live products and customers. This is a very visible and central role within the organisation, reporting directly to the CIO. You'll be working closely with our Customer Success and Device Integration teams, as well as liaising with our Product, Programme and Engineering teams on a daily basis.

Who You Are

  • You are comfortable talking to technical developers about product capabilities and functions even if you couldn’t do their job
  • You are a confident communicator and aren’t afraid to challenge peers/teams over engineering approaches or priorities that conflict with the needs of your customers
  • You are a self starter, constantly finding opportunities for enhanced documentation, automation, or process improvements
  • You are hyper organised online and offline; you can handle some chaos and competing priorities, manage expectations, and communicate efficiently
  • You are naturally collaborative, not afraid to ask for help, and will build strong relationships with other teams. You don’t believe you’re above anyone or any task
  • You are detail oriented, self-organised and deliver on your commitments to your colleagues and the organisation

Main Duties & Responsibilities

  • Manage and triage incidents and service requests received from a range of sources
  • Possess or quickly gain detailed knowledge of the work done by the application development teams to effectively document and support the applications
  • Verify that all necessary requirements, incident details, sample data, and other supporting information is provided with each incident or service request submitted
  • Assign Jira tickets to team members based upon current workload, subject matter, complexity, expected delivery date, and resource availability
  • Help to manage overall priorities between production incidents/problems, releases, and new application implementation
  • Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s
  • Track and report on metrics for tickets assigned to and handled by the Application Support team
  • Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed
  • Manage the day-to-day activities of the applications support team, providing them guidance and direction as necessary
  • Build and manage the IT Application Support Team’s roadmap
  • Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction
  • Be the main point of contact for all incident management related enquiries during any given problem

Requirements

  • 4+ years experience working collaboratively with product team members such as: product management, software engineering, design, data engineering
  • Experience working in a managerial role in a support organisation
  • Knowledge of Agile project management methodologies, techniques and tools
  • Strong technical knowledge – Android mobile development experience is a plus but certainly not required
  • Ability to push back and have difficult conversations with stakeholders when required
  • Clear and concise communication skills
  • Ability to spot and manage interdependencies before they become blockers

Package

  • Competitive salary + EMI share options

Benefits

  • 25 days of holiday + bank holidays
  • up to 8% company pension contribution
  • Flexible working
  • Buzzing London office with a vibrant culture and well-stocked snack cupboards and drinks fridge
  • Working with a passionate team who love to learn and implement new technologies
  • Flat structure with plenty of exposure to the senior leadership team
  • Weekly company fitness sessions
  • Cycle to Work Scheme
  • Paid gym membership
  • Private Health Insurance (with 24/7 Digital GP)
  • Budget for learning resources, courses and conferences
  • Regular all-company socials
  • Free haircuts in the office

Equal opportunity

We are hugely committed to equality of opportunity. We employ many nationalities and think it's extremely important to have both genders represented in all functions and levels. All individuals will be treated in a fair and equal manner and in accordance with the law regardless of age, disability, gender, pregnancy and maternity, marital status, race, religion or sexual orientation.

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