Global Application Support - Manager

Hybrid Agency : Havas Creative Job Description Summary : Prose on Pixels is a global content at scale agency built to address the marketing challenges of today and deliver meaningful content into the future. With our unique AI powered Audience-First production model, we Create, Scale and Personalize content to captivate audiences and achieve desired brand and business outcomes. We deliver production with a performance mindset - resulting in harder working content, reduced waste, and stronger ROI. Introduction As a Manager of Global Application Support will be responsible for setting up and managing a new offshore support team in Chennai, India. This team will provide first-line support for various technologies, including Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik. The role involves overseeing the resolution of standard issues and ensuring proper escalation to second-line (production workflow) and third-line (development) support or to Adobe Ultimate support when necessary. You will be working hours aligned to the European time zones. Job Description : Key Responsibilities Establish and lead the offshore support team in Chennai, ensuring high standards of customer service and technical support. Provide first-line support for Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik. Manage support tickets within WorkFront as requests, ensuring efficient tracking and resolution. Create weekly reports for Global VP and Global CTO outlining volume of tickets, resolution times etc Apply ITIL principles to manage the support process effectively. Resolve standard technical issues and escalate complex problems to second-line (Production Workflow Team) and third-line (Development) support or to Adobe Ultimate support and other vendor support or local IT support as appropriate. Manage requests for user access and setup across our various platforms. Develop and implement support processes and procedures to ensure efficient and effective service delivery. Monitor and report on team performance, identifying areas for improvement and implementing corrective actions, as needed. Collaborate with other departments to ensure seamless support and integration of new technologies. Train and mentor support team members, fostering a culture of continuous learning and development. Initially support Prose on Pixels users, with plans to expand support to any agencies and clients logging into our systems. Prepare the team to support US timezones as the team grows. Qualifications Proven experience in a similar support leadership role, preferably within a media production or technology environment. Strong knowledge of Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik is a bonus ? but training can be provided to the right candidate. Excellent spoken and written English language skills. Excellent problem-solving and troubleshooting skills. Strong leadership and team management abilities. Excellent communication and interpersonal skills. Understanding of ITIL principles and their application in managing support processes. Ability to work effectively in a fast-paced and dynamic environment. Willingness to work flexible hours to accommodate global support needs. #LI-PD1 Contract Type : Permanent Here at Havas across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual?s ability to perform their job. If you don't find a suitable opening on our Career Site, don't worry! You can still send your resume to us. Please go to Consider me for Future Openings. About Us Founded in 1835 by Charles-Louis Havas, Havas is one of the world?s largest global communications groups, with more than 23,000 people in over 100 countries sharing one single mission: to make a meaningful difference to brands, businesses, and people. Havas has developed a fully integrated model covering all communications activities. The teams of the three business units, Creative, Media and Health & You, work together with agility and in perfect synergy to offer clients tailor-made, meaningful, innovative and entertainment-oriented solutions that support them in their positive transformation. Life at Havas We take great pride in our Havas family. They bring many unique personalities, perspectives and passions to their work. Collaboration is at the core of how we operate, and Havas Villages are the homes we work in. We encourage our people to take advantage of our many opportunities to learn and grow. Through local agency training sessions, our unique global and development programs, we offer our people endless opportunities to explore. Prose on Pixels Prose on Pixels is a global content at scale agency built to address the marketing challenges of today and deliver meaningful content into the future. With our unique AI powered Audience-First production model, we Create, Scale and Personalize content to captivate audiences and achieve desired brand and business outcomes. We deliver production with a performance mindset - resulting in harder working content, reduced waste, and stronger ROI. Havas Creative Network At Havas, we believe creativity isn?t just a description of our business, it is part of our agencies? DNA. We bring together some of the industry?s most creative and accomplished agencies. By combining creative expertise with the strategic and innovative power of our Villages, we can build seamless teams around the individual needs of each of our clients. Havas Media Network We create the best media experience, capitalizing on the most meaningful media to build more meaningful brands. We know how to connect a client with their target audience ? in the context of where they are, through the content they pay attention to. We deliver this expertise through the Mx System, our global operating methodology and strategic planning process, that creates value for our clients by turning consumer intelligence into clear growth targets, aligning stakeholders and KPIs, and measuring the impact of media experiences. Havas Health Driven by human purpose and focused on the betterment of humanity through health, Havas Health & You leverages a global collection of experts and individuals to help people everywhere live healthier lives. With a spirit rooted in innovation, creativity, and education, we are dedicated to delivering consistent excellence and groundbreaking work.

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