Application Support Manager

New Yesterday

Baltic Recruitment are delighted to be supporting a distinguished market leader renowned for delivering advanced digital solutions for power grids with their search for a Application Support Manager.
Overall Purpose:
The Support and Maintenance Manager is responsible for ensuring the seamless operation, support, and upkeep of our software and hardware systems.
This role serves as a critical point of contact for troubleshooting, maintaining service levels, and coordinating with various teams to resolve issues promptly.
The ideal candidate will possess strong organisational skills, technical expertise, and a proactive approach to problem-solving.
Key Duties:

Support Coordination:

Act as the primary point of contact for support
Attend client and supplier meetings as the company's support
Triage incoming issues, prioritise based on urgency and impact, and assign tasks to the appropriate teams.
Monitor support ticket systems and ensure timely resolution of issues in accordance with contracted SLAs.

Maintenance Management:

Schedule and oversee contracted maintenance activities, ensuring minimal disruption to operations.
Coordinate with suppliers and internal teams for system updates, upgrades, and
Maintain accurate maintenance records

Problem Resolution:

Investigate and resolve recurring issues by collaborating with cross-functional
Analyse trends in support requests to identify opportunities for system or process
Escalate complex problems to higher management or specialised teams as

Documentation and Reporting:

Develop and maintain detailed documentation for support processes, system configurations, and maintenance schedules.
Generate regular reports on support metrics, system performance, and maintenance activities in accordance with contracts held with clients.
Provide insights and recommendations based on data

Stakeholder Engagement:

Attend stakeholder meetings as the company support
Liaise with stakeholders to understand system requirements and ensure alignment with organisational goals.
Communicate effectively with technical and non-technical teams to provide updates and gather feedback.
Key Requirements:
BTEC HNC or higher in a relevant field (e.g., Electrical Engineering, Information Technology, or related discipline).
Proven experience in a support or maintenance coordination.
Strong technical aptitude with familiarity in systems/applications maintenance, electrical engineering, IT support, or similar domains.
Excellent organisational and time management.
Proficiency in using support ticketing systems and project management.
Exceptional communication skills, both verbal and written.
Experience in supplier management and contract negotiation.
Ideally be with electrical substations and/or distribution.
Background in data analysis and reporting.
The Package:
£55,000 - £65,000 per annum depending on experience.
Office based role, however some hybrid working is possible.
Holidays: 25 + English bank holidays.
Annual bonus potential.
Pension.
Death in Service.
Additional benefits.

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Location:
Gateshead
Salary:
£65,000
Job Type:
FullTime
Category:
IT

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