BFL Group is looking for a results-driven and enthusiastic candidate to lead development and support for BFL business applications including Oracle MFCS, POS, WMS and other legacy applications. In this role of Assistant Application Support Manager, candidate will manage development, overseeing the support and maintenance of retail applications across back-offices, warehouses and retail stores. Candidate will lead a team of software developers and application support specialists on multiple initiatives, guiding and coaching them to become high performing, agile teams capable of delivering high quality products, address technical and business user issues/queries, develop system enhancements, and optimize application performance.

Responsibilities of Assistant Application Support Manager

• Application development and support management: Provide frontline support for users encountering issues with applications, diagnosing and resolving technical problems in a timely manner.
• Team Management: Lead a team of developers by guidance, training and mentoring as needed to ensure high-quality support services.
• Manage a team of application support specialists, providing guidance, coaching and performance feedback.
• Assign and oversee the daily tasks of technical personnel while ensuring all subordinates are actively working toward established milestones.
• Continuous Improvement: Identify opportunities to improve the stability, performance and usability of applications.
• Work with development teams to implement enhancements and bug fixes.
• Monitor application performance metrics and identify opportunities for improvement, proactively addressing issues to optimize system functionality.
• Stakeholder Management: Collaborate with internal stakeholders to gather requirements, prioritize support requests and coordinate system enhancements and upgrades.
• Build strong relationships with stakeholders across departments, ensuring open communication and transparency throughout the incidence and change lifecycle.
• Documentation: Maintain accurate documentation of support processes, troubleshooting steps and solutions to common issues.
• Ensure knowledge is shared effectively within the team.
• User Training: Develop and deliver training materials to educate users on best practices for using applications effectively.
• Provide ongoing support and assistance to ensure users are able to leverage the full capabilities of the software.
• Stay current on retail industry trends and emerging technologies, leveraging knowledge to drive continuous improvement and innovation.
• Build strong relationships with external vendors and partners to ensure effective collaboration and support for third-party applications.
• Provide regular status updates and reports to management on support activities, including key metrics, performance trends and recommendations for improvement.
• Oversee a smooth transition to business as usual (BAU) and establish effective application support governance.

Requirements for Role of Assistant Application Support Manager

• Bachelor’s degree in computer science, Information Technology, or related field.
• Minimum of 10 years of experience in retail technology, with a focus on application development, support and maintenance.
• Strong knowledge and experience of implementing Agile methodologies.
• Hands-on experience in designing and developing solutions and platforms using Microsoft .NET, SQL Server, XML, Java Script, and Web Services, APIs and other technologies.
• Practical experience with JIRA/Freshdesk or other service desk tools.
• Past hands-on experience for development responsibilities.
• Solid technical background, with understanding or hands-on experience in software development and web technologies.
• Experience managing support tickets and prioritizing workload effectively.

Skills And Knowledge Desired

• Strong technical expertise in retail applications, including ERP, POS systems, inventory management, ecommerce platforms, etc.
• Strong understanding and background of the SDLC processes – Application Software Design, Development, Testing, Maintenance and DevOps.
• Excellent business-facing and internal communication skills, collaboration and team building skills
• Solid organizational skills including attention to detail and multi-tasking skills
• Possess a comprehensive understanding retail processes around Procure to Pay, Retail Merchandising, Omni-Channel Customer Journeys, Supply Chain, Logistics and Inventory management.
• Exceptional communication skills, with the ability to effectively communicate technical information to non-technical stakeholders.
• Detail-oriented with strong organizational and problem solving and team management skills.
• Strong communication skills, both written and verbal, with the ability to interact effectively with users and stakeholders at all levels of the organization.

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