Arcadis is the worlds leading company delivering sustainable design engineering and consultancy solutions for natural and built assetsWe are more than 34000 people in over 30 countries dedicated toimproving quality of life Everyone has an important role to play With the power of many curious minds together we can solve the worlds most complex challenges and deliver more impact together Role description TheSoftware Support Manager Iwill be responsible for the provision of advanced technical expertise to the platform teams and the business enabling continued operation and optimization of the concerned applications Role accountabilities Manage a team of highly skilled individuals focusing on service delivery Tier 3 Develop monitor and improve servicerelated KPIs and metrics Act as an escalation point for Global Engineering Applications incidents and service requests Represent Global Engineering Applications in Incident Management forums Act as a platformagnostic technical advisor providing guidance and recommendations that support business and technical objectives Work closely with crossfunctional teams to understand technical requirements and provide solutions that meet project goals and drive operational efficiency Provide technical guidance and subject matter expertise to the business and platform teams Help administration and maintenance of license servers Appstore 3rd line requests Create and maintain specialtyspecific KBAs plus monitor adherence and usage within support levels 1 and 2 Provide expertise in one or more specialist areas including platformspecific IT architecture automation citizen development SQL and ARVR visualization Undertake other additional tasks as assigned by the line manager Support requirements across gathering testing and deployment and ongoing maintenance and support Support application patches upgrades and enhancements version testing and management of Appstore software packages Ensure the application estate is secure reliable and performing optimally Support resolution of escalations feedback and communications Ensure technical specifications are in accordance with industry best practices and Arcadis standards Shared accountability for effective communication and stakeholder management Contribute to continuous process improvement and the implementation of industry best practices in daily work Support compliance with industry standards regulations and security requirements Actively contribute to knowledge and best practices sharing across other teams within the tower Qualifications Experience Good technical knowledge and understanding of software platforms application portfolios and associated technologies with the ability to support business and operational requirements effectively Strong experience supporting software platforms applications and technology services within enterprise environments with a proven ability to deliver reliable operational support and service improvements Demonstrated ability to independently solve technical problems and deliver outcomes in a logical methodical and time efficient manner when working from high level objectives and requirements Strong analytical and problem solving skills with the ability to investigate issues identify root causes and implement practical solutions that improve service quality and user experience Good interpersonal and communication skills with the ability to build effective working relationships and collaborate successfully within global and cross functional teams Experience supporting multiple projects initiatives and operational activities simultaneously balancing competing priorities while maintaining high standards of quality and service delivery Good understanding of automation scripting and software development technologies including experience or exposure to Forge APIs C Python or similar technologies Knowledge of software licensing methodologies and technologies including experience or familiarity with Sentinel RLM FlexLM FlexNet CodeMeter or equivalent licensing solutions Demonstrated ability to work effectively with business stakeholders vendors and technical teams to support service delivery issue resolution and platform adoption Strong attention to detail with the ability to maintain accurate documentation support governance requirements and ensure consistency across support activities Experience supporting application lifecycle management activities including upgrades patching testing and release implementation processes Commitment to continuous learning and professional development with a willingness to expand technical expertise and contribute to the adoption of new technologies and ways of working Ability to work independently while contributing effectively within a collaborative and globally distributed team environment Collaborative working style that promotes accountability continuous improvement and customer focused service delivery aligned with the Arcadis Leadership profile of being curious driving
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