Application Support Manager - #1713198

Our talented people are creating the technology of the future.

From scheduling to maintenance to keeping people safe, 2.7 million people are helped by our software daily. Technology makes it possible; people make it happen and you could be part of that.

The Tracsis Group has grown rapidly, diversifying into related transport technologies, and successfully executing a strategy that has seen it make a total of seventeen acquisitions.

Today Tracsis is a leading provider of software, hardware, data analytics/GIS and services for the rail, traffic data and wider transport industries. The Group has c.550 permanent employees serving its growing customer base from offices in the UK, Ireland and the US.

The Role

The Application Support Manager (ASM) leads a team of Application Support Analysts delivering a world class customer service and support for Tracsis customers.

The ASM establishes processes and ways of working, ensuring that the team complies, to ensure the robust provision of support services. The ASM acts as an escalation point within Tracsis for incident and service request management, providing knowledge and insight to encourage service excellence.

The ASM will ensure that the Application Support team resolve issues escalated to them, avoiding further escalation where possible, whilst adhering to Service Level Agreements, KPI targets and maintaining a high level of customer satisfaction.

What you will do

Team Management:

• Ensure all the team’s work and activity is captured and recorded within the Tracsis toolsets, following agreed working practices as agreed with the rest of Service Operations. This includes Incidents and Service Requests which must be proactively managed and updated daily
• Setting KPIs for each individual, ensuring that SLA drives activity within the team
• Ensure all open tickets are kept at a manageable level, take corrective action and escalate to the Head of Service should this become an issue
• Ensure basic ticket management is followed at all times, challenging poor behaviours where appropriate
• Undertake Team Management activities including 1:1’s, team meetings, absence reporting (sickness, holiday etc.), objective setting and appraisals, performance monitoring, mentoring etc.
• The team must provide a core presence at all times to ensure the Application Support Service is provided between the hours of 8am and 6pm Monday to Friday.
• Be the “go to” point of escalation for Application Support team members, providing support and mentoring to team members as appropriate including performance issues.

Application Support:

• Lead incident response and coordinate with development and support teams for quick resolution, including major incidents when necessary
• Ensure sufficient skills and knowledge exist within the Team to cover all Tracsis Products
• Working closely with Product teams to keep Team skills up-to-date
• Working closely with Product teams to ensure resources are allocated to problems and bugs to aid resolution for customers. This includes maintaining records to accurately update customers on progress
• Perform monitoring of core services as required and take a pro-active approach to deliver quality support
• Ensure routine administration tasks across all applications are completed and recorded regularly to maintain performance, usability and effectiveness for the business
• Escalate team issues to the Head of Service as required

Knowledge base and systems:

• Compile, review and maintain team documentation on SharePoint/Zendesk to ensure onboarding is simple to execute and monitor. This will require working closely with Product Management to ensure knowledge-based articles (KBs) are produced
• Ensure a library of KBs for customers are of a good quality and available on the customer portal.

Out-of-hours support:

• Participate in the Tracsis Service Out-Of-Hours (OOH) rota providing 24/7 on a 1 in 4 week rota to clients for major incidents only. This is acting as concierge for major incidents, ensuring technical staff are working on resolving the issue, spinning up bridge calls and communicating directly with the client.

You will have:

• Experience in managing and leading teams
• Worked in IT service delivery, software solutions, or technical support.
• Experience managing cloud-based solutions, SaaS, or enterprise software services.
• A strong background in software deployment, troubleshooting, and IT operations.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk).
• Understanding of cloud platforms (AWS, Azure, Google Cloud).
• Knowledge of Agile methodologies, DevOps, and CI/CD pipelines.
• Strong customer relationship management skills.
• Excellent problem-solving and analytical abilities.
• The ability to manage multiple priorities in a fast-paced environment.
• Strong communication and leadership skills to collaborate with both clients and technical teams.

Our Benefits

• Flexible working hours
• Remote working options
• A highly collaborative and supportive environment where innovation, fresh ideas and creative solutions are encouraged and shared.
• 25 days holiday + bank holidays
• Competitive salary
• Udemy Licence- L&D opportunities
• Bupa Medical Health care
• Life assurance - 3x basic salary
• Enhanced Parental Leave
• 2 volunteering days per year

Next Steps

Our TA team are committed to responding to all candidates within a reasonable timeframe.

The process:

1. Call with our Talent Acquisition Team
2. 1 hour Competency based interview
3. Next Steps

Our process is designed for us to understand your skills and experience and to give you the opportunity to find out more about the role, as well as the company.

We are committed to building a diverse workforce. Even if you do not tick all the boxes, we would still love to hear from you!

If you require any adjustments or additional support during the application and interview process do not hesitate to get in touch.