Technical Support Senior Supervisor

Overview

Manage day-to-day production support for business-critical applications on the IBM i/AS400 platform, ensuring service quality and SLA control.

What you'll do

• Manage the IBM i application support assignment group’s performance and control.
• Actively manage incidents, requests, operational issues, and support queues against agreed service levels.
• Lead the team with application support and incident management ownership.
• Challenge poor ticket quality and guide issue diagnosis.
• Escalate effectively to senior technical teams.
• Improve service control, SLA performance, aged backlog, stakeholder communication, team resilience, and continuous improvement.

What you'll need

• Application support and incident management experience to lead the team.
• Ability to guide issue diagnosis.
• Experience improving SLA performance.
• Capability to manage and improve ticket/support queue quality.
• Capability to escalate issues to senior technical teams.
• Not required to be an RPG developer.

Details

• Support management role (explicitly not a development role).
• Platform: IBM i / AS400.