Application Support Manager

2 weeks ago


Dallas, Texas, United States Double Down Group Full time
Job Title: Application Support Manager

Double Down Group is seeking a highly skilled Application Support Manager to lead our support team in ensuring smooth operations of our SaaS product. As a key member of our team, you will play a crucial role in maintaining high service availability and customer satisfaction.

Key Responsibilities:
  • Manage and lead a geographically dispersed team of support engineers.
  • Develop and implement a scalable support model that accommodates our growing client base.
  • Establish clear roles and responsibilities within the team to ensure efficient incident resolution and customer support.
  • Develop and enforce SLAs for incident response and resolution, ensuring alignment with client expectations.
  • Implement proactive monitoring and alerting mechanisms to anticipate and mitigate potential issues before they impact clients.
  • Act as a primary point of contact for escalated client issues, demonstrating a commitment to resolving issues promptly and effectively.
  • Collaborate closely with account management and customer success teams to address client concerns and enhance overall customer satisfaction.
  • Oversee the monitoring of SaaS infrastructure health and performance, identifying opportunities for optimization and scalability.
  • Implement robust disaster recovery and business continuity plans to minimize service disruptions and ensure data integrity.
Requirements:
  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • Proven experience in a similar role managing support teams for SaaS products.
  • Strong understanding of SaaS architecture and cloud-based technologies, including.Net Core, Azure, and Angular.
  • Experience with building and scaling support operations to meet the needs of a growing client base.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to thrive in a fast-paced environment and manage priorities effectively.


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