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Annata operates a global support team with regional support locations in the UK, Malaysia and the US, enabling our customers and partners to be serviced 24 hours a day, 5 days a week. The global team operates as a single business unit, managed by the Head of Global Support, sharing unified processes and workloads with regional support management. The Support Delivery Lead role will work as part of the EMEA Support team, reporting to the EMEA Regional Support Manager. As a Delivery Lead you will be involved in dealing with supporting standard Microsoft Dynamics F&O, CE and the Annata A365 solution. This will include working on support tickets for EMEA Partners and Customers that have a Service Level Agreement (SLA) with Annata for issues and bug fixes. Also assisting with requests and small changes that are aligned to the needs of our Customers and Partners as part of their continuous improvement projects. In addition, you will be assigned to a number of customers and partners, becoming their main day-to-day contact. You will be responsible for regular update calls, monthly reporting and the delivery of continuous improvement initiatives and Microsoft/Annata service updates. Role: 1. Management of customer issues throughout the whole support lifecycle: • Ability to triage a support ticket, • Able to follow support processes, • Applying knowledge to be able to replicate and progress the ticket, • Effective communication to the customer and internally with colleagues, • Completing standard documentation, • Prioritization of work, • Ticket turnaround to ensure that customer SLAs are met, • Logging tickets through to 3rd parties as/when required, • Responsible for completing internal acceptance testing of fixes and solutions 2. Maintain customer and partner engagement with regular calls to discuss ticket updates and requests., 3. Manage the D365 service updates when applicable., 4. Manage customer Business as Usual (BAU) releases when applicable., 5. Customer change requests – Involved in completing functional design documentation and providing estimates to the customer for the requested work., 6. Project management for smaller projects (Under 50 days)., 7. Timely and effective response to requests for advice and/or assistance. Responsibilities: 1. Provide 3rd and 4th line functional support to partners and customers. This includes knowledge of the Standard Dynamics functionality and Annata A365 functionality, setup & configuration, feature management and troubleshooting to establish a root cause., 2. Handle partner and customer incident, request and change request tickets efficiently., 3. Clear and concise communication to the customer, regular screenshares for knowledge transfer and guidance as required., 4. Ensure all support documentation is completed in line with support processes., 5. Work to ensure SLAs are met in line with support agreements., 6. Effective escalation of support tickets where SLA may breach., 7. First point of contact for specific customer and partners. Able to maintain good relationships through engagement, communication and regular meetings., 8. Maintain strong relationships with other departments within Annata, ensuring the customer and partner tickets are resolved quickly., 9. Managing multiple concurrent issues and escalations at any one time. Skills and Experience: Required 1. Extensive Microsoft Dynamics Experience: Minimum of 5 years’ hands-on experience with Microsoft Dynamics 365 Finance & Operations (F&O) or Customer Engagement (CE), ideally within a support, customer service, or service delivery environment., 2. Issue & Escalation Management: Proven ability to manage multiple concurrent issues and customer escalations in high-pressure situations, ensuring timely resolution while maintaining high standards of service quality., 3. Problem Solving & Initiative: Self-motivated and proactive in diagnosing and resolving technical and functional issues reported by customers and partners, demonstrating ownership and accountability., 4. Organizational & Prioritization Skills: Strong organizational capabilities with a keen attention to detail, ensuring tasks are prioritized effectively and critical information is clearly communicated and actioned., 5. Communication & Stakeholder Engagement: Excellent interpersonal and communication skills, with the ability to convey technical concepts to non-technical audiences in both written and verbal formats., 6. Customer Service Excellence: Demonstrated ability to manage customer expectations, respond to inquiries professionally, and deliver a consistently positive customer experience., 7. Support Tools & Systems Proficiency: Skilled in using support platforms and ticketing systems to track, manage, and report on customer support activities., 8. Documentation & Knowledge Management: Capable of creating and maintaining support documentation, including FAQs, troubleshooting guides, and knowledge base articles to improve customer self-service and internal efficiency., 9. Stakeholder Relationship Building: Adept at building trust and rapport with internal and external stakeholders, fostering collaborative relationships that support long-term customer success., 10. Cross-Functional Collaboration: Experience working closely with cross-functional teams—including product, engineering, and account management—to resolve complex issues and relay customer feedback effectively., 11. Time Management & Multitasking: Strong time management skills with the ability to handle multiple customer inquiries and support tasks simultaneously, ensuring deadlines and service levels are consistently met., 12. Release & Service Update Management: Prior experience coordinating Microsoft Dynamics BAU (Business-as-Usual) releases and service updates, including planning, communication, and post-release support., 13. Third-Party Ticket Handling: Experience in logging and managing support tickets with external vendors and Microsoft, ensuring accurate tracking and timely follow-up., 14. Reporting & Insights: Proficient in generating reports and dashboards for internal and external stakeholders, providing insights into support performance, customer health, and service trends. Desirable 1. Global Support Experience: Prior experience working within a global or multi-regional support model, demonstrating an understanding of regional service expectations, time zone coordination, and cultural nuances in customer engagement., 2. Project Tracking Tools: Familiarity with project tracking and collaboration tools such as Microsoft Project, Jira, or Asana, with the ability to monitor progress, manage dependencies, and support cross-functional initiatives., 3. Support Analytics & Metrics: Ability to interpret and analyse support data, including ticket trends, resolution times, and customer satisfaction metrics, to identify areas for improvement and inform strategic decisions., 4. Microsoft Dynamics Dual Write: Experience with Microsoft Dynamics Dual Write integration between F&O and CE is preferred, including understanding of data synchronization and troubleshooting common sync issues., 5. SQL Server Management Studio (SSMS): Proficient in using Microsoft SQL Server Management Studio for querying databases, investigating data-related issues, and supporting root cause analysis., 6. Microsoft Azure DevOps: Skilled in using Microsoft Azure DevOps for managing work items, tracking development tasks, and collaborating with engineering teams on issue resolution and release planning., 7. Change Management & ITIL Framework: Familiarity with formal change management processes, ideally aligned with ITIL best practices, including experience in managing service transitions, approvals, and communications. Education: Bachelor’s Degree in Computer Science, Business Administration, Information Technology, or a related field. What Annata Stands For: Annata is a Microsoft Global Independent Software Vendor (ISV) since 2001. With its roots in Iceland, Annata is one of the leading global ISVs and industry partners from Microsoft with offices in all continents. Built on Microsoft Dynamics 365, our A365 solution offers a comprehensive suite of capabilities designed to propel automotive, trucks & buses, and equipment businesses into the realm of digital transformation. Our team consists of employees with different nationalities, origins, religions, and cultural backgrounds. We actively support diversity and demand our employees to respect different opinions and lifestyles. In virtual teams, we utilize the know-how of our international colleagues and secure the maximal output for our clients. We appreciate personal contact with our customers and colleagues, but we also aim to reduce travel to a sensible level – in order to support our employee’s work/life balance and to reduce our ecological footprint.

Our client are a leading network security vendor seeking a Senior Manager - Technical Support to manage and develop their International (EMEA and APAC) Support teams. Senior Manager, Technical Support (Remote) We’re seeking a Senior Manager, Technical Support to lead a global, high-performing team of Support Engineers, Team Leads, and Managers. In this role, you’ll ensure customers receive world-class support for complex cybersecurity SaaS products, drive operational excellence, and serve as a key link between customers, product, and engineering teams. This opportunity is ideal for a technical leader passionate about customer success, cybersecurity, and scaling support operations in a fast-moving environment. Responsibilities Lead & Develop an International team (EMEA and APAC) • Mentor and develop Support Engineers, Team Leaders, and Managers, fostering a culture of learning, accountability, and collaboration., • Run weekly 1:1s, performance reviews, and provide coaching to support growth and high performance., • Recruit and onboard top talent to scale a global support organization., • Ensure SLAs and KPIs are consistently met or exceeded across response times, resolution times, and customer satisfaction., • Act as an escalation point for high-severity or complex technical issues., • Lead incident management, escalations, and continuous improvement initiatives., • Improve processes, tooling, documentation, and self-service resources to enhance customer experience., • Maintain understanding of modern support and success technologies (AI agents, in-app support, knowledge platforms, unified search, etc.)., • Build working knowledge of cybersecurity SaaS products and industry domains (e.g., XDR, EDR, NDR, SIEM, Cloud Security)., • Partner closely with Product, Engineering, and Customer Success to drive faster resolutions and influence product enhancements., • Contribute to knowledge base, community content, and customer-facing resources., • Participate in resource planning, support roadmap decisions, and transformation projects., • Drive initiatives to improve customer experience and product quality., • Represent the voice of the customer internally. Experience required: • Bachelor’s degree in Computer Science, Information Security, or equivalent experience., • 4+ years in technical support or support engineering roles, preferably in enterprise SaaS environments., • 8+ years of leadership experience managing technical support teams (10+ FTEs), including global teams., • Hands-on experience with ticketing and support platforms (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management)., • Strong problem-solving, data-driven decision making, and excellent communication skills., • Experience collaborating with customers and cross-functional internal teams., • Ability to perform in high-stress, fast-paced environments and work flexible hours when needed. Preferred • Experience with cybersecurity product areas (XDR, EDR, NDR, SIEM, network security)., • Six Sigma or process improvement background., • Experience building offshore or international support operations., • Digital transformation experience (AI support tooling, customer self-service tech, etc.).

We have an immediate contract vacancy for a Wind Turbine Technical Support Engineer to work with our prestigious renewable energy client. Main purpose of the position The Wind Turbine Technical Support Engineer will act as a SME covering some of our client’s large offshore wind farms. You will advise on how to optimise the structure of the team processes and provide second line support/remote advice to bringing the wind asset back into operation based on known-known solutions or in a safe mode when it cannot start based on the standard known solutions. Key responsibilities • Support and propagate Technical Support second line business requirements in present and future contracts;, • Safeguard adequate on time answers and ensuring quality to technical queries;, • Responsible for developing standard solutions of known-known issues;, • Responsible for correctly using Technical Support second line internal processes;, • Contribute for process management for Technical Support second line internal processes;, • Contribute for ensuring second line team performance and development;, • Assists manager of Technical Support second line;, • Leads Technical Support second line team to execute Technical Support internal projects. Key deliverables and activities Second line Technical Support: • Receive via a ticketing system and effectively evaluate technical requests (issues (incl. troubleshooting ones) or opportunities) to ensure accurate assessment and best resolution, for each situation, are provided. Distribute those requests to other departments if required., • Process from those individual requests the ones that could be a potential platform issue and investigate together with the affected sites the current status., • Lead and coordinate regular meetings with site to prioritise technical requests in relation to all open items of the whole client fleet to ensure immediate actions are taken., • Subject Matter Expert for offshore wind assets, • Control, improve, and maintain reset alarm guides to be used by our surveillance colleagues., • Lead and coordinate top 10 alarm projects Standardisation: • Capture technical solutions in solution database and quick retrieval/answering when receiving queries via ticketing system or hotline call to allow standardisation by second line support., • Create and maintain corrective standard work packages (general task list) in solution database to allow quick planning and scheduling for trouble-shooter planners., • Ensure working according to a standardised process, including the good use of standardised tools. Contractual input to Technical Support area: • Provide feedback on running projects to product lines and on Employer Requirements for future projects., • Gather/provide feedback for the technical support business needs that are shared with Head of Technical Support. Process management: • Contribute to develop, document, maintain and improve internal processes., • Proactively discuss process interfaces with affected stakeholders. IT tools: • Capture Technical Support requirements for IT products to be developed., • Test and validate from the user perspective of new products. Required education and experience • Bachelor's or master's degree in a relevant field (is desirable not essential);, • At least 10 years of experience from working a similar position in the energy sector or a technical industry. Offshore/onshore wind knowledge from a development, project or O&M role is desired;, • Extensive experience in technical, operation and maintenance are a must and experience from leading change in large international organisations is considered as an advantage;, • Strong communication skills, comfortable at presenting, building relationships, and influencing others, while working effectively across different cultures and geographical locations; and, • Good computer skills and previous experience with SAP and electrical knowledge are beneficial for this position. This role will require some presence in our client’s central London office, but can be mainly covered remotely For more information on this excellent temporary opportunity with our market leading client please contact the recruitment team or apply online & we will get back to you

About the Company: Source EV UK Limited, a ground-breaking joint venture between TotalEnergies and SSE, is at the forefront of the electric vehicle revolution, leading the charge in sustainable transportation solutions. As the UK accelerates toward its 2035 zero vehicle emissions mandate, the demand for robust EV charging infrastructure is surging. Source is committed to meeting this need by delivering ultra-fast, reliable, and innovative EV charging solutions for both individual drivers and fleet operators across the UK. Join our dynamic team and be part of building a greener, cleaner future! Summary of the Role: The EV Operation Analyst will support the Charge Point Operation Manager in maintaining the network reliability, uptime, and customer satisfaction. This role involves technical troubleshooting, customer support, and coordination with internal teams and external partners to ensure smooth operations and timely resolution of issues. Location: Field based with occasional visits to the Canary Wharf Offices and other local office spaces around the UK for team meetings may be required. Working Pattern: This role is offered on a Full-Time basis of 37 hours per week, 5 days per week Monday to Friday. Whilst this role requires consistent hours due to operational demands, we are open to discussing options in accordance with our ‘Flexible First’ guidelines What you ‘ll be doing: • Deliver high-quality technical support by responding to monitoring alerts, investigating and replicating reported issues, and escalating bugs when necessary., • Assist in diagnosing and resolving technical faults, escalating complex issues when necessary., • Support in resolving remote issues or coordinating site visits as required., • Monitor the charging network daily to ensure consistent performance and high uptime., • Act as a single point of contact for CPO queries, offering initial diagnostics and escalating when needed., • Track and support customer onboarding to ensure smooth integration and setup., • Liaise with third-party suppliers to ensure timely technical support, troubleshooting, and fault resolution within agreed service levels., • Collaborate with cross-functional teams including customer service, operations, and finance to ensure cohesive service delivery., • Ensure all ongoing actions and issue statuses are accurately documented, • Maintain records of resolved issues and contribute to process documentation for improved support efficiency., • Provide feedback on recurring issues and support continuous improvement initiatives., • Work independently while actively contributing to a collaborative team environment. Experience & Skills Required: • Experience in customer support, ticketing systems, and technical troubleshooting., • Familiarity with charge point management systems or IoT platforms is advantageous, but not essential., • Experience with monitoring tools and incident management platforms., • Experience working across multiple teams such as customer service, operations, and finance., • Experience with data entry, reporting tools, and maintaining accurate support logs, • Understanding of protocols like OCPP (Open Charge Point Protocol) and OCPI (Open Charge Point Interface) is a plus, • Knowledge of Microsoft Dynamics 365 is a plus. Salary & Benefits: We offer a competitive salary & entitlements, plus excellent healthcare, pension, Car Allowance and wellbeing benefits, along with generous Life Insurance & Group Income Protection Insurance. Annual holiday of 26 days contractual leave, plus bank holidays (34 days in total), with enhanced maternity/paternity leave and benefits. Equal Opportunities :As an equal opportunity employer, we encourage diversity and are committed to creating an inclusive environment for all employees. How to Apply: If you are passionate about driving the future of sustainable transportation and meet the above qualifications, we would love to hear from you.