Support Manager | eMan

Support Manager

Do you enjoy customer support? We’re opening a new division, and with it comes the need for an awesome colleague, who’ll manage day to day operations, and work on improving internal processes and methodology. At this moment, you’d manage six apps from the utility, banking, automotive, or industry 4.0 fields. Let us know if you’re up for the challenge!

WHAT WOULD YOU DO?

  • Be a part of the app and operational support unit
  • Implement and manage the unified Service Desk for the whole company – Second Line Support
  • Communicate with the Third Line Support
  • Provide a follow-up support for our apps and its operation
  • Lead the communication with the clients
  • Lead and follow the processes of the Request Fulfillment, Incident Management, and Change a Problem Management
  • Communicate the requirements for a minor development of the Third Line Support
  • Carry our regular reports and put forward suggestions for improvements
  • Collaborate on the creation of the contractual documentation for the app and operational support (set up of the SLA conditions)
  • Manage the software takeover for the app and operational support
  • Plan and lead the improvements and changes of the support
  • Plan and manage the allocated resources

WHAT DO YOU NEED TO KNOW?

  • Ideally, you have at least five years of experience with the management and operation of IT apps
  • You know how to communicate with the internal IT team and the clients
  • You have a keen eye for the weak spots of the processes
  • You’re reliable and can communicate openly
  • You can lead your team and colleagues

WHAT SKILLS DO YOU NEED?

  • You have a good overall knowledge of the Service Desk tools (JIRA, JIRA Service Desk, ZenDesk, ServiceNow, Redmine, ..)
  • You know about ITSM methodology
  • You have experience with ITIL; ideally, you have the ITIL certification
  • You have a hands-on experience with SQL
  • You know how to use the CI/CD tools (Jenkins, GitLab)
  • You can find the incident reports in Linux

WHY WORK WITH US?

At eMan, we understand smart devices. We know how to create and design nifty mobile or web apps, and complete software solutions. Our products are used by millions of people every day. We’re a Czech company based in Prague, and our other offices are in Plzeň, Hradec Králové, and Mladá Boleslav. And we also recently opened an office in Houston, US. We work on large projects for companies like ŠKODA AUTO, Honeywell, E.ON, ČSOB, Allianz, Edenred, MND, or Autodesk. We’re always on top of our game, and we are not afraid of new challenges! We believe that we can help and enrich the lives of people with smart technologies. And that is what gives our work a purpose.

WHAT CAN WE OFFER YOU?

  • Salary that you’ll be happy with
  • Possibility to organize your work according to your needs; we look for results, not how you achieve them
  • Contract for an indefinite period
  • Adjustable working hours, upon agreement
  • Home Office
  • Laptop, screen, ergonomic gadgets
  • English and German lessons
  • Trainings, conferences, and subsidized professional courses and seminars
  • Friendly colleagues and an enjoyable working environment
  • Company team buildings and weekend events
  • Sport events
  • Multisport card
  • Table football, HTC Vive and Xbox in our chill out area
  • Snacks at work
  • Regular company breakfasts
  • Friends to go out for a beer or to do sports with

 

 

EMAN EUROPE

eMan s.r.o.
U Pergamenky 1145/12
170 00 Praha 7
Czech Republic

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+420 222 202 222
info@emanprague.com

EMAN NORTH AMERICA

eMan Solutions LLC.
Tower Executive Suites
19901 Southwest Fwy
Sugar Land, TX 77479
United States of America
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+1 (346) 232 2867
hello@emanglobal.com