Support Manager

About StormHarvester:

Our products deliver on real-world issues, solving water company and industry problems with existing and new infrastructure which is critical to the environment, economy and everyday living.
We are primarily data driven with domain expertise delivering insights to water networks and assets using analytics, presentation, machine learning and AI that is SAAS and cloud based. We are building on our existing team to onward develop our existing products, and continue growing our customer offerings, base and revenues.

The Role:

Working primarily within the engineering organisation, liaising with all delivery teams, the focus of this role is to take on ownership and responsibility for planning, delivery and execution of our support function. This is for our smart Wastewater product and will primarily involve managing and executing on aspects of a number of ITIL Service Operations (Service Desk, Incident Management, Problem Handling, Fulfilment, Event Management) to take into account the business need, technical requirements, required team inputs, planning and delivery.

This will require a detailed understanding of our products, features, interactions, utilisation, configurations, customer deployments, services, architecture and roadmap determinations.

In addition to execution, it will involve planning for new deployments and the introduction of new product services. This will include Support requirements and pre-requisites before any services can be deployed.

Key Responsibilities:

• Lead the support team
• Assess support capabilities including organisation and structure
• Understand the capabilities and services of the StormHarvester wastewater product across multiple customers
• Learn about and appreciate the wastewater domain and use of our product
• Input into defining requirements for accepting new deliveries into Support
• Understand and appreciate product SLAs and assessing need for delivery of support.
• Work with customers, engineering and business teams to help determine prioritisation for planning and execution of delivery.
• Understand the deployment, sites and sensors under management across our customers.
• Appreciate the organisation structure and help identify needs/changes for delivery.
• Engage with Senior Management, HR and direct reports to develop and agree resourcing options and requirements
• Support architectural planning and s/w engineering delivery requirement.
• Work with team leads and engineers in delivery.
• Contribute to and produce estimations for timeframes and costs
• Report on Support efficacy regarding delivery and meeting SLA requirements
• Help in making Support more efficient and seek to optimise our approach.
• Advocate for additional tooling or processes with a view to optimisation and improvement.

Essential Criteria:

• Degree level education in a relevant discipline or equivalent experience
• 6+ years of experience in a Support execution role
• Experienced in at least one of the main cloud technologies – AWS, Azure, RedHat, GCP, IBM Cloud
• Clarity in communication
• Can do, problem solving mindset.
• Curious and willing to onward develop and learn in ML/AI area

Desirable Criteria:

• Experience of AWS services and utilisation
• Experience of Agile Scrum, Lean or Kanban using JIRA, or similar agile tracking tools
• Experience in delivery of S/W products
• Experience in a Support Management or coordination role

Benefits:

• Private medical and dental insurance.
• 24 days annual leave.
• Additional day off for birthday.
• Enhanced maternity / paternity package.
• Free parking at our Belfast office.
• Share Options.