Application Support Center Manager(25874)

Who We Are:

Yael Group is a leading group of companies in the Israeli market, providing advanced technological solutions across a wide range of domains to organizations in all sectors

Job Description

• Overall management of an application support center for products and services, including leading and managing the support team.
• Driving service improvement processes, monitoring SLA metrics, and ensuring compliance with response and resolution time targets.
• Managing major incidents and widespread issues affecting critical systems, while working closely with Development, DevOps, Infrastructure, vendors, and customers.
• Maintaining a strong service-oriented mindset and excellent interpersonal skills.

Requirements

• Education: Bachelor's degree in Computer Science or Computer Engineering. Acceptable alternatives include:
• A bachelor's degree in another field, along with 200 hours of coursework in Information Systems.
• A practical engineer diploma in Computer Science or Technology.
• No academic degree, with 300 hours of advanced coursework in Information Systems.
• Relevant experience in a technological unit within the IDF or the Israeli National Cyber Directorate (INCD).
• Experience: More than 4 years of relevant professional experience.
• Proven experience managing a technical or application support center.
• Experience providing technical and application support for complex systems and working directly with customers.
• Experience managing production incidents, system outages, and cross-functional collaboration with technical and business stakeholders, including Development, Infrastructure, and vendors.
• Experience working with service desk and ticket management systems.