Application Support Manager

We are passionate about the technologies we use and build at PayPoint. To keep up to date with the latest in the technology space we need people who are passionate about a vast range of operating systems, devices, applications and software. Our Application support team now has an opportunity for that passionate person to join the team, and help manage and evolve our support function.

The Manager role operates on a typical working business day (Monday-Friday: 9am to 5:15pm).
However, the wider team who support our PayPoint terminals, including the flagship PayPoint One and its EPOS system, the PayPoint Mini device and supporting systems, currently operate over a seven day a week rota (Monday-Friday: 8am-8pm, Saturday: 8am-6pm, Sunday: 10am-4pm).

We are looking for someone to show great passion and care for our retailers and colleagues, wanting to provide them with a great customer experience when they are having technical difficulties, and at points, to be the voice of the retailer.

What will you be doing?
This role is accountable for the Application Support function. This function provides 2nd line support to our internal Contact Centre, supports our managed retailers, and manages technical change into the Production environment. The role will be responsible for the support processes and practices adopted by the team, driving efficiency, and ultimately reducing resolution times.

In addition, you will also be responsible for understanding the health and performance of the supported products. You will use insights from the support team to identify opportunities for product improvements to enhance our product offerings and the level of service provided to our customers, ultimately reducing call drivers. You will collaborate with the Product and Engineering functions to help establish and prioritize work items to be fed into the engineering backlog.

You will actively participate in service reviews with both internal and external stakeholders, and be comfortable presenting MI reports and KPIs on team and product performance.

In addition to the service the team provides, you will also be accountable for the personal and technical development of the people within the team, creating an environment where commitment and morale are high., This role is accountable for the Application Support function. This function provides 2nd line support to our internal Contact Centre, supports our managed retailers, and manages technical change into the Production environment. The role will be responsible for the support processes and practices adopted by the team, driving efficiency, and ultimately reducing resolution times.

• Previous experience of managing a team of Support Analysts


• Proven experience of demonstrating team performance, and driving improvements, through accurate MI reporting and KPIs


• Experience of querying and analyzing data to determine product heath and trends


• Experience supporting a complex enterprise environment, ideally within a Windows and SQL Server environment, and experience of connected retail devices


• A logical approach to problem solving and the ability to coach/mentor/direct others


• Working knowledge of the principles of the ITIL (the IT Infrastructure Library) for service management


• Great stakeholder management and proven experience working collaboratively with both technical and non-technical staff


It would be great if you already have…

• Previous experience of: ServiceNow, MS SQL, Azure Log Analytics, Splunk


• Understanding of transaction processing systems, preferably with some exposure to electronic point of sale.


• Experience of financial systems, ideally involving payment processing


• Experience of support within an Azure environment


• A recognized IT or management qualification
  
  This position will have a mix of remote and onsite working.


• Discretionary bonus scheme


• Holiday purchase scheme, with 25 days holiday plus bank holidays as standard.


• On-site gym at our office, and nationwide corporate rate gym membership


• Online benefits portal where you can access lots of deals, discounts - for example of shopping or holidays


• Contributory company pension scheme


• Private medical insurance


• Life assurance of 3 x annual gross salary, with the option to purchase additional cover


• You're also able to purchase a range of benefits at a discounted rate including, critical illness cover, bicycles via our Cycle2Work scheme, dental insurance and TasteCard dining discount card