Supervisor: Application Support

Job description
- Providing application configuration and maintenance on business facing systems.
- Delivering support to existing business users.
- Investigating and resolving application errors, data discrepancies and queries.
- Ensure that all work orders is carried out in accordance with required standards, methods and SOP’s
- Introducing new Standard Operating Procedures and SLA’s for the team or improving the existing ones.
- Identify Application error trends.
- Quality Assurance to uphold data integrity.
- Investigate problems and other requests, determine appropriate action to be taken.
- Monitor progress of work orders and ensure that users and other interested parties are kept informed.
- Consistently uphold professional communication with Developers at all times.
- Develop temporary work around or application enhancements.
- Assist in presenting solutions on issues raised.
- Draw monthly report for management reporting
- Log TFS bugs if and when necessary, in order to resolve system issues.
- Oversee work orders to ensure that the overdue rate is within acceptable levels.
- Drive continual improvement with regards to work orders in order to bring down the average response time of work orders.
- Attend relevant OPS meetings to supply feedback to interested parties.
- Identify trends in work orders and implement plans to reduce trending work order issues.
- Ensure staff time management and manage leave requests.
- Ensure compliance with Departmental Standards.
- Adhere to Quality of work orders / Application Support.
- Department to ensure that new product and software releases meet documentation/signoff requirements as well as stakeholder expectations.

Minimum requirements
- Matric or Equivalent certification required.
- IT Diploma or Equivalent IT related Certification required
- Microsoft SQL Training and certificate is a must.
- A+ , N+ , and ITIL 4 Foundation is preferred
- Training on relevant internal processes and procedures.
- 4-5 years of in-depth Company product knowledge (RF, Skytrax, TomTom and Skygistics) is preferred
- 5 years’ experience in the Application Support Position.
- Excellent Company CRM knowledge and in depth understanding of system process flows.
- Basic Willow Financial System Knowledge is advantageous.
- Knowledge of Web Services is advantageous.
- Technical, Desktop and Network Support is desired.
- Own Transport and Valid driver’s license
- Willing to work extended hours
- Willing to travel
- Highly adaptive and flexible to a changing environment.
- Demonstrates cross-functional expertise and be highly adaptive and flexible with the ability to thrive in a highly complex and ever-changing environment.