Application Support Manager

**Description**:
**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**

**Key Responsibilities**:
1. Application Support & Incident Management
- Ensure incident, problem, and change management processes are followed.

2. Team Leadership & Vendor Management
- Manage a team of Application Support Analysts & Engineers, providing guidance and mentoring.
- 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.

4. Stakeholder & Business Engagement
- 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.
- Minimize service disruption during change implementations.

**Requirements**:
**Required Qualifications & Skills**:
Technical Skills:

- 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.
- ITIL v4 certification is preferred.
- Experience in telecom or enterprise IT environments is a plus.

**We offer**:

- Full-time employment contract.
- Annual performance bonus based on individual and company achievements.
- Medical insurance.
- A dynamic and friendly work environment with a focus on learning and development.
- A culture that values open communication, innovation, and teamwork.
- Opportunities for continuous training and professional growth.
- Work with an international team in a diverse, inclusive environment.
- Office based in the vibrant Technology Business Park in Palma, Spain.
- OmniAcess is an equal opportunity employer determined to building a diverse and inclusive workplace.
- OmniAcess is an equal opportunity employer determined to building a diverse and inclusive workplace. We are committed to ensuring that all individuals are treated with dignity and respect, and that everyone—regardless of race, ethnicity, gender, gender identity or expression, sexual orientation, age, religion, disability, or any other legally protected status—has fair and equal access to opportunities for growth, development, and success._