• Explore continuous improvements to ensure the teams provide outstanding customer service in resolving tickets

• Collaborate with various internal teams to ensure issues are resolved in a timely manner

• Managing incident and problem management

• Administer the entire lifecycle of all reported issues from the point when they are reported through to resolution

• Monitor team performance daily and ensure team closure targets are achieved.

• Manage customer tickets and be the face of the support team in the region.

• Supervise user escalations and expectations.

• Direct team development by carrying out staff appraisals and ensuring continuous development plans are followed.

• Continuous review of documentation, policies & procedures.

• Manage quality & accurate updates of incidents in the helpdesk management system.

• Ensure that the team adheres to SLA's and KPI's.

• Extensive experience in an Application Support role or equivalent demonstrable experience.

• Experience managing teams within an application support domain.

• Good understanding of SQL databases (MySQL, SQL Server), writing queries, matching, and joining data, etc.

• Experience in configuring and managing customer issue management tools (e.g., JIRA, Zendesk).

• Experience working with reporting tools (ideally Tableau or Looker).

• Experience in managing an SLA driven service to multiple clients.

• Some experience in coding, SDLC & Basic Python.

• Excellent written and spoken communication skills (including creating structured documentation and reports).

• Sound understanding of ITIL best practices.

• Experience in programming, ETLs, and SDLC.

• Background in AdTech or Advertising businesses.

• Project Management experience is a plus.

• Experience in building/implementing support processes.

• Understanding of Advertising APIs.

• ITIL Qualified.