Application Support Lead

TL;DR

Application Support Lead: Managing and mentoring an application support team to deliver high-quality support for business-critical applications with an accent on technical guidance, process improvement, and customer satisfaction. Focus on resolving complex technical issues, overseeing ticket management, and collaborating with cross-functional teams to ensure seamless application support.

Location: Hybrid (Cape Town - Foreshore, must have legal right to live and work in South Africa)

Company

hirify.global is a global leader in legal technology, providing essential tools for law firms from client acquisition to case management and legal accounting.

What you will do

• Manage and mentor a team of application support analysts.
• Act as an escalation point for complex technical issues, providing expertise and guidance.
• Oversee management of application support tickets, ensuring timely resolution.
• Collaborate with development, infrastructure, and QA teams for seamless support.
• Identify, prioritize, and lead application support initiatives and process improvements.
• Ensure compliance with IT policies and industry best practices, and stay current with emerging technologies.
• Participate in a 24/7 shift model and on-call rotations.

Requirements

• 5-7 years of experience in development or application support, with at least 2 years in a leadership role.
• Strong problem-solving, analytical, and troubleshooting skills, including reverse engineering.
• Proficiency in scripting (e.g., PowerShell, Bash, Perl).
• Experience with cloud-based technologies (e.g., AWS, Azure, Google Cloud).
• Experience with database management systems (e.g., SQL Server, PostgreSQL, MySQL, MongoDB, Oracle).
• Strong communication and interpersonal skills.
• Technical skills in one or more programming languages (e.g., Java, .NET, Python).
• Must have the legal right to live and work in South Africa.

Nice to have

• ITIL certification or knowledge of IT service management best practices.
• Experience with agile development methodologies.
• Experience with DevOps tools and practices.

Culture & Benefits

• Internal and external training opportunities.
• Competitive salaries and a host of benefits including healthcare and pension.
• Company discounts and wellness programs.
• Paid days off to move house or volunteer for charity.
• Collaborative work environment focused on exceptional client experiences.

Hiring process

• Stage 1: Applied
• Stage 2: Call with Talent team
• Stage 3: Review
• Stage 4: Technical Interview
• Stage 5: Hired