Application Support Manager (.net) @ Bridge International

About the Role

Tech at Bridge is a highly complex, vertically-integrated affair, with systems supporting an ever expanding range of functions and countries, and crossing between software development, IT operations, academy operations, and logistics/supply chain. At the same time, our teams run lean and things change fast governments make policy decisions that affect us, launching new countries is a frenetic affair, and we still need to evolve our core technology offering.

This role is about leading a team that ensures that these diverse technology offerings are providing actual value to our end users - meaning that we are responsive to issues that span from bugs to task/configuration requests to minor features and enhancements. You will be responsible for the technical quality of issue resolutions and for ensuring solutions are done in a way that continuously improves the efficiency and predictability of future requests. Youll also be responsible for ensuring the software support team follows established SLAs and communication protocols.

This role provides direct exposure to all of Bridges territories and departments, and to the associated diverse portfolio of products and tech stacks. This provides an opportunity for really understanding the full scope of both the technology and business of Bridge, and provides grounding for a future role on one of the software delivery teams.

This person will report to the Director of IT Operations, and will have regular contact with the Director of Software Development.

What You Will Do

• Interact with stakeholders across the entire organisation and across all levels
• Triage incoming issues and communicate with stakeholders about expected delivery timelines, within defined SLAs
• Lead and prioritise the teams workload on a daily basis
• Collaborate with team members to resolve issues across Bridges extensive portfolio of tech products
• Provide technical leadership and work with the software engineering manager to ensure that the team is following well-defined processes. And where the processes need refining, to push for those changes
• Ensure that the overall quality of issue resolutions are delivered to our standards. You will be comfortable not only in your primary technical area, but also able to oversee delivery excellence across all tech stacks
• Keep the team on track and work to minimise cycle times for issue resolution
• Focus on continuous improvement, pushing the team to adopt new approaches and technologies, ensuring that we pay down technical debt as we go
• Set the culture and tone of the team
• Advocate for a great user experience, not just minimal issue resolution
• Find opportunities for team members to develop professionally and personally. Ensure that informal feedback mechanisms and retrospectives are happening, and that support team members are building towards possible roles on new software delivery projects