We are looking for an enthusiastic, driven Support Manager to join our IPG team. This is an amazing opportunity to work on Clarivate IPG products. The work is focused on the support of our various IPG applications for the Intellectual Property Market while actively shaping team practices and processes. The role will enable you to participate in the support process alongside other support engineers as well as in partnership with the development and QA engineering groups. This includes requirements analysis, customer interaction, working with QA/Development, implementation, production support and maintenance. You will be responsible for ensuring effective software support, solving sometimes complex functional and IT challenges. The Support Manager role combines the use of software support process and techniques, with Agile methodologies and analytical thinking to help deliver and support customer-ready, scalable and maintainable features and functionalities. You will collaborate with the Development Engineers, QA Engineers, Architects, Product Owners, Professional Services and support teams, as necessary to ensure application stability and 24/7 system availability. As this is a Senior-level position, the role will partially consist of helping junior team members to learn and improve required skills, processes and technique as well as the support of customers and the management of a group of support engineers. About You – experience, education, skills, and accomplishments 7+ years of software support work experience, or equivalent combination of education and experience At lease 5 years experience working with cloud-based applications and cloud tools At least 5 years experience with delivering web-based applications Knowledge and experience in agile software development (e.g. SCRUM)Demonstrable expert knowledge of software support techniques and methodologies Bachelor’s degree in Computer Science, Software Design, Software Support, or related fields It would be great if you also had . . . Masters degree or PhD in Computer Science, Software Design, Software Support or related fieldDemonstrable expert knowledge of .NET, C#, SQL development and related tools Knowledge of Oracle or SQL server databases Experience with testing and supporting integrations between multiple systems Experience and understanding of OAuth2 and SAML protocol as well as Single Sign-On solutions Experience with version control systems (Git, BitBucket), Jira and ConfluenceExperience with Continuous Integration / Continuous Delivery Eexperience in senior roles in distributed teams Experience with Test Driven Development, Behavior Driven Development or similar practices. Experience with APIs (e.g. REST, CQRS) What will you be doing in this role? Plan, manage and review support related activity to ensure that they effectively satisfy agreed business and client needs. Monitor SLA and ensure they’re respected Adhere and contribute to the Clarivate standards for excellence and industry best practices regarding the development and support processes Work closely with the team and share responsibility of keeping time-commitments Lead the collaboration with team members, other teams (DevOps, QA, Development) and groups (Product Management), support within Clarivate Actively participate in group improvement activities and initiatives to improve processes and product quality Continuously lead the improvement and innovation Product you will be developing IPG applications are designed to securely manage and support operational efficiency and strategic decision-making across the entire IP lifecycle. This drives IP awareness, improves planning and efficiency, and helps to increase market competitiveness across the globe. World-class IP management systems empower innovation, elevates your IP management and protection capabilities, and facilitates agile portfolio management and optimization. Hours of Work This is a full time, permanent role Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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