Software Support Manager I Service & Governance

Arcadis; São Paulo; Presencial; BRL 180 000 - 260 000; Tempo integral

Resumo da oferta

Arcadis is seeking a Software Support Manager I to lead the Tier 3 service delivery for Global Engineering Applications. You will ensure operational excellence, coordinate cross-functional teams, and optimize application performance.

The role emphasizes technical guidance, incident management, and licensing strategies across Forge, APIs, SQL, and AR/VR visualization. You will help drive continuous improvement in a globally distributed environment.

Qualificações

• Experience supporting enterprise software platforms and managing incidents.
• Ability to solve technical problems independently and efficiently.
• Strong communication skills for global teams.
• Knowledge of IT architecture and platform administration.

Responsabilidades

• Lead a Tier 3 service delivery team and monitor KPIs.
• Escalation point for Global Engineering Applications incidents.
• Provide technical guidance across platforms and architecture.
• Maintain license servers and manage Appstore software.
• Develop KBAs and ensure adherence across levels 1 and 2.
• Ensure security, reliability, and optimal performance of applications.

Conhecimentos

Team leadership

Service delivery

Problem solving

Automation scripting

SQL

APIs

C# / Python

Cross-functional collaboration

Formação académica

Degree in IT/ CS / Software Engineering

Ferramentas

Sentinel licensing

FlexNet licensing

CodeMeter

Forge platforms

Appstore management

Descrição da oferta de emprego

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Role description

The Software Support Manager I will 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 service-related 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 platform-agnostic technical advisor, providing guidance and recommendations that support business and technical objectives.
• Work closely with cross-functional 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 specialty-specific KBAs plus monitor adherence and usage within support levels 1 and 2.
• Provide expertise in one or more specialist areas including platform-specific, IT architecture, automation, citizen development, SQL and AR/VR 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 success and igniting passion.
• Degree level education in Information Technology, Computer Science, Software Engineering or another relevant discipline, or equivalent practical experience.
• Relevant certifications in software platforms, automation technologies, application support or related disciplines are desirable, together with experience supporting enterprise software environments.

Why Arcadis?

We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.

Together, we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality, Diversity, Inclusion & Belonging

We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people.