Solution Support Manager

## Solution Support Manager Apply remote type:
Hybrid locations:
Southampton:
London:
Luxembourg:
St Helier:
St Peter Porttime type:
Full time posted on:
Posted Todayjob requisition :
R0276

At Aztec, we provide talented and dynamic individuals with the opportunity to build a rewarding career.

We’re an ambitious company, committed to building long-term partnerships with our clients and delivering operational excellence at every stage of their fund’s lifecycle.

Our culture is what makes us a standout place to work. Our people are at the heart of our business: putting clients first; delivering service excellence; working as one team; building lasting connections and embodying our values and purpose.

Join our journey and discover what makes us the bright alternative.
*
* About the role:

**** Reports to Power Platform & Cloud Solutions Manager
** At the Aztec Group, we credit our technology as one of the core ingredients to our award-winning solutions. Aztec has the ambition to be a market-leading alternative fund administrator that provides compelling client experiences, products, services.

We are seeking a driven and enthusiastic person to help Aztec Group maintain and complete continuous improvement of our Automation, Process Workflow and App Solutions built in SharePoint, Power Platform and Camunda.

The role is responsible for overseeing the third line support tickets of a range of cloud solutions. They have a key role to play in developing and enhance the business bespoke cloud solutions ensuring that we continue to offer solutions that meet needs and to a high quality. They are required to work with other IT teams and stakeholders to ensure quick and efficient technical solutions for the business while implementing efficiencies for the team.

They will be responsible for line management of support analysts for 2nd and 3rd line support.

This role plays a pivotal part of supplying high quality bespoke cloud solutions utilised by the whole business thus helping to meet the group strategy, driving innovation and maximizing efficiency.
*
* Key responsibilities:

*** Line Management of Support Analysts within Automation and Solution team.
* Coach and mentor Automation and Solutions Support Team Members.
* Monitor support incidents and work with support staff to provide effective prioritisation and resolution.
* Own and manage day to day issues and see through to completion. Escalate in a timely manner to senior members of the team where required.
* Provide technical guidance and support to the team to enhance the capabilities of first line and second line support.
* Plan and manage improvement projects to deliver agreed time, cost and quality targets.
* Management and implementation of system deployments and upgrade using Aztec change control processes and in compliance of Aztec Security framework and standards.
* 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, including data protection, security, backup, restore, disaster recovery, monitoring, auditing, licensing and capacity planning.
* Conduct root cause analysis to determine the source of issues and implement corrective actions.
* Collaborate with stakeholders to identify opportunities for improvement and implement best practices.
* Serve as a pivotal escalation point to for the business to troubleshoot and remediate 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 to drive efficient and accurate resolutions.
** Required skills and expertise:
*** Minimum of 3+ years of support management experience.
* Minimum of 5+ years of experience of second and third-line support.
* Minimum of 3+ years hands-on experience with M365 technologies, including Power Apps development and SharePoint Online.
* Experience in design, developing and documenting continuous improvement initiatives using Microsoft Power Platform to include Canvas Power Apps or/and Model-driven Power…