Company description??


OmniAccess is a leading managed service provider of premium connectivity, networking and cyber solutions. From our headquarter in Palma de Mallorca we cater services for superyachts, boutique cruise and research vessels, with a very strong commitment to service quality & availability. As part of our integral end-to end solutions, we design, implement and support onboard IT networks, bandwidth management tools and cyber security services, all aimed at providing our clients with premium digital solutions and the best possible user experience.??


In 2018, OmniAccess joined forces with the Marlink Group. Marlink is a managed service provider and global leader in remote ICT solutions with annual revenues surpassing $800 million and 1,500 employees operating in more than 30 countries.???


Wherever our customers are in the world, we deliver them possibilities to work smarter and to operate more effectively, more safely, more sustainably - without the limitations of technology.???


With our possibility platform, we enable a comprehensive suite of end-to-end managed solutions (Connectivity, Network, Cyber Security, Cloud & IT, IoT & Apps), supported by professional services, unmatched global operations and delivery capabilities and local support teams.??


As a global company with a local focus, we help make tomorrow’s possibilities today’s realities.??


This strategic partnership has enabled us to expand our reach and capabilities, offering our clients an even broader range of innovative digital solutions and unparalleled support.???


At OmniAccess, our vision is bold and clear: to deliver possibilities anywhere, empower innovation everywhere, and shape the future of maritime digital solutions.???





Description of functions


The Application Support Manager is responsible for overseeing the day-to-day operations of application support services, ensuring business-critical applications run smoothly, and leading a team of support analysts. This role focuses on incident management, problem resolution, service improvements, and stakeholder collaboration to enhance application reliability and user experience.




Key Responsibilities:





1. Application Support & Incident Management




* Lead the application support team to resolve L2 & L3 support issues efficiently.

* Ensure incident, problem, and change management processes are followed.

* Monitor application performance, availability, and SLAs, taking proactive measures to reduce downtime.

* Act as an escalation point for critical application issues.






2. Team Leadership & Vendor Management




* Manage a team of Application Support Analysts & Engineers, providing guidance and mentoring.

* Coordinate with vendors & third-party suppliers for external application support.

* Conduct regular performance reviews, training, and development plans for the team.






3. Service Improvement & Optimization




* Analyze incident trends to drive root cause analysis (RCA) and implement permanent solutions.

* Improve automation, self-service, and monitoring tools to enhance application stability.

* Work with Development, Infrastructure, and Security teams to optimize application performance.






4. Stakeholder & Business Engagement




* Collaborate with business units & IT teams to understand application support needs.

* Provide regular reporting on SLAs, KPIs, and service performance to senior leadership.

* Ensure compliance with ITSM best practices (ITIL), security policies, and regulatory requirements.






5. Change & Release Management




* Assess the impact of new software releases & patches before deployment.

* Ensure smooth implementation of application upgrades, migrations, and rollouts.

* Minimize service disruption during change implementations.

Required Qualifications & Skills:


Technical Skills:




* Strong experience in application support & troubleshooting (L2/L3).

* Knowledge of SQL, databases, APIs, and system integrations.

* Familiarity with cloud environments (AWS, Azure, GCP).

* Experience with ITSM tools (ServiceNow, Jira, Remedy, etc.).

* Understanding of DevOps, CI/CD, and automation is a plus.






Soft Skills:




* Excellent leadership & team management skills.
* Strong problem-solving & analytical thinking.
* Effective stakeholder communication across IT & business teams.
* Ability to handle high-pressure incidents & escalations.





Experience & Education:




* Bachelor’s Degree in IT, Computer Science, or a related field.