Baltic Recruitment are delighted to be supporting a distinguished market leader renowned for delivering advanced digital solutions for power grids with their search for a Application Support Manager.
Overall Purpose:
*The Support and Maintenance Manager is responsible for ensuring the seamless operation, support, and upkeep of our software and hardware systems.
*This role serves as a critical point of contact for troubleshooting, maintaining service levels, and coordinating with various teams to resolve issues promptly.
*The ideal candidate will possess strong organisational skills, technical expertise, and a proactive approach to problem-solving.
Key Duties:
Support Coordination: *Act as the primary point of contact for support
*Attend client and supplier meetings as the company’s support
*Triage incoming issues, prioritise based on urgency and impact, and assign tasks to the appropriate teams.
*Monitor support ticket systems and ensure timely resolution of issues in accordance with contracted SLAs.
Maintenance Management: *Schedule and oversee contracted maintenance activities, ensuring minimal disruption to operations.
*Coordinate with suppliers and internal teams for system updates, upgrades, and
*Maintain accurate maintenance records
Problem Resolution: *Investigate and resolve recurring issues by collaborating with cross-functional
*Analyse trends in support requests to identify opportunities for system or process
*Escalate complex problems to higher management or specialised teams as
Documentation and Reporting: *Develop and maintain detailed documentation for support processes, system configurations, and maintenance schedules.
*Generate regular reports on support metrics, system performance, and maintenance activities in accordance with contracts held with clients.
*Provide insights and recommendations based on data
Stakeholder Engagement: *Attend stakeholder meetings as the company support
*Liaise with stakeholders to understand system requirements and ensure alignment with organisational goals.
*Communicate effectively with technical and non-technical teams to provide updates and gather feedback.
Key Requirements:
*BTEC HNC or higher in a relevant field (e.g., Electrical Engineering, Information Technology, or related discipline).
*Proven experience in a support or maintenance coordination.
*Strong technical aptitude with familiarity in systems/applications maintenance, electrical engineering, IT support, or similar domains.
*Excellent organisational and time management.
*Proficiency in using support ticketing systems and project management.
*Exceptional communication skills, both verbal and written.
*Experience in supplier management and contract negotiation.
*Ideally be with electrical substations and/or distribution.
*Background in data analysis and reporting.
The Package:
*£55,000 - £65,000 per annum depending on experience.
*Office based role, however some hybrid working is possible.
*Holidays: 25 + English bank holidays.
*Annual bonus potential.
*Pension.
*Death in Service.
*Additional benefits.