Solution Support Manager

About the role

Reports to Power Platform & Cloud Solutions Manager. The role oversees third‑line support tickets for cloud solutions, drives continuous improvement of Automation, Process Workflow and App Solutions built in SharePoint, Power Platform and Camunda, and manages a team of support analysts.

• Line management of support analysts within the Automation and Solution team.
• Coach and mentor Automation and Solutions Support Team members.
• Monitor support incidents, prioritise and resolve issues.
• Own and manage day‑to‑day incidents, ensuring completion.
• Escalate in a timely manner to senior team members where required.
• Provide technical guidance to enhance first‑ and second‑line support capabilities.
• Plan and manage improvement projects with agreed time, cost and quality targets.
• Manage system deployments and upgrades using Aztec change control processes and in compliance with the Aztec Security framework.
• Monitor, document and maintain effective system configurations.
• Design, implement and maintain standardised processes, procedures and controls to reduce variation.
• Work within Aztec’s governance policies and best practices (data protection, security, backup, restore, disaster recovery, monitoring, auditing, licensing and capacity planning).
• Conduct root‑cause analysis and implement corrective actions.
• Collaborate with stakeholders to identify improvement opportunities and implement best practices.
• Act as a pivotal escalation point for third‑line support queries to drive issue resolution and optimise solution efficiency.
• Build and leverage trusted relationships with technology owners, key stakeholders and external strategic partners.

• Minimum 3+ years of support management experience.
• Minimum 5+ years of second‑ and third‑line support experience.
• Minimum 3+ years hands‑on experience with M365 technologies, including Power Apps development and SharePoint Online.
• Experience designing, developing and documenting continuous improvement initiatives using Microsoft Power Platform (Canvas or Model‑driven Power Apps).
• Experience with Power Automate/Logic Apps, importing and integrating data.
• Experience with databases such as Microsoft SQL Server, Dataverse, SharePoint lists and related data structures.
• Strong analytical, problem‑solving and troubleshooting skills.
• Experience with code solutions such as React, C# and JavaScript.
• Experience designing and implementing web services (REST, SOAP, Power App Connectors, Azure Functions, etc.).
• Experience with IT systems, services and security controls within a Microsoft ecosystem.
• Strong customer‑service orientation.
• Good organisational, time‑management and project‑management skills.
• Strong stakeholder‑management experience at multiple levels.

• Preferably 1 year of line‑management experience.
• Preferably experience with SharePoint Administration and Camunda.
• Experience working with Service Integrators or third‑party development teams.
• Microsoft Certified in Power Platform.
• Camunda Developer certified.

Aztec provides training, both in‑house and professional qualifications, to support your professional development.

The role requires quick learning of new systems and strong interpersonal skills to build relationships with colleagues and clients.