Support Lead

at  Grouper

MEET GROUPER:

We are our customers’ trusted partner in the exciting world of safeguarding data, strengthening cybersecurity, and strategic consulting. We lead the way in ensuring data integrity, securing information, and navigating regulatory compliance with confidence. With a blend of technical expertise and clever thinking, we redefine GRC and IT strategies, empowering organisations to shine. From wielding cyber-superpowers to mastering security frameworks like ISO 27001:2013 and NIST, we’re certified wizards ready to chart a course to success, strengthen defenses, and turn challenges into opportunities to excel.
So whether our customers are battling cyber dragons or navigating the tumultuous seas of change, Gruper is their trusted ally on the journey to greatness.

The Perfect Match: If you possess some of these skills, Grouper is excited to hear from you!

• Extensive Experience: 10+ years of experience in a relevant area.
• IT Service Management Certification: Certification in IT Service Management, such as ITIL, ITSM.
• Audit/Risk and Control Frameworks Exposure: Exposure to Audit/Risk and Control frameworks, such as ISO27001.
• Proactive Approach: A proactive individual who can accomplish tasks with limited supervision

This role will be a key member of Grouper’s Platform Operations Team and will be expected to work closely with stakeholders across the business to support live customer applications. As the Applications Support Lead, you will be leading the team supporting multiple end-user analytics applications delivered to a global user base.
The Applications Support Lead will play a key role in implementing and operating the tools and technologies that run our mission-critical core operations processes and end-user services.

The role’s areas of focus:

• Team Leadership:
• Lead the applications support team, bridging operations teams, engineering teams, and product owners, and handling all end-user application support issues.
• Build and lead a team of skilled application support specialists to ensure day-to-day operations are fully executed.
• Function well in a team environment while being self-motivated to work effectively without supervision.
• IT Application Management:
• Direct delivery of IT application management governance processes, ensuring day-to-day operations delivered by internal and external teams are executed as expected.
• Develop plans to identify and fix root causes of application outages and incidents following agreed-upon change control and release management processes.
• Escalation Management:
• Act as a point of escalation for IT service delivery concerns from the business and IT management for your area, ensuring business impacts are identified and discussed.
• Collaboration and Transition:
• Collaborate with project teams and application/service transition team to ensure that new services and upgrades are implemented without adverse impact to the end-user base.
• Meetings and Processes:
• Organize and lead daily meetings with the applications support team.
• Develop applications support processes and ensure the team operates them professionally at all times.
• Customer Support:
• Provide thorough support and problem resolution for customers.
• Inform customers about issue resolution progress and track against SLO’s/SLA’s.
• Reporting and Documentation:
• Produce real-time reports on the volume of customer queries and service tickets and time to resolution.
• Assist with the development of end-user support guides and FAQs.
• Ticket Management:
• Respond to customer requests and manage problem and incident tickets.

What We’re Looking For: Support Lead Extraordinaire! Are you ready to dive into a role that demands technical expertise and strategic insight? Here’s what we’re searching for:

• University Degree: A university degree in a relevant discipline is required.
• Team Leadership Skills: Proven ability to build, lead, and develop a team of application support specialists.
• IT Service Management: Fundamental understanding of IT Service Management principles.
• Experience with Ticketing Systems: Experience managing Jira Service Desk or Zendesk.
• Cloud Deployment Knowledge: Excellent knowledge of cloud deployment models and how to validate post-deployment service operations.
• End User Experience Monitoring: Excellent knowledge of end-user experience monitoring tools and measurement of time to serve operations.
• Containerization Exposure: Exposure to containerization technology such as Docker and Kubernetes.
• Data Analytics Exposure: Exposure to data analytics technology, including SQL, Spark, and Hadoop.
• Digital Security Awareness: Strong awareness of digital security principles.

The Perfect Match: If you possess some of these skills, Grouper is excited to hear from you!

• Extensive Experience: 10+ years of experience in a relevant area.
• IT Service Management Certification: Certification in IT Service Management, such as ITIL, ITSM.
• Audit/Risk and Control Frameworks Exposure: Exposure to Audit/Risk and Control frameworks, such as ISO27001.
• Proactive Approach: A proactive individual who can accomplish tasks with limited supervision.