The Application Support Supervisor is a pivotal role in supporting OTT & Digital customers 24/7 by ensuring the delivery of high-quality operations support.

Collaborating closely with technical teams globally—including Video Engineering, Infrastructure Operations, Development, and the Project Team—the supervisor will focus on meeting SLAs and KPIs, optimizing workflows, and driving continuous improvement.

This role requires strong leadership, organizational, and communication skills to guide the B2B support team and deliver exceptional customer experiences.

For this role you must be able to work in our office based in Skopje.

This is a full-time position and you must be able to participate in shift-based cover (including out-of-hours on rotation).

Responsibilities

Operational Oversight

• Supervise day-to-day operations to ensure seamless service delivery to OTT & Digital customers.
• Monitor and ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Collaborate with internal and external stakeholders to understand client-specific operational needs and address them proactively.
• Regularly review service desk performance, ensuring timely and effective resolution of tickets.
• Assist with complex issues, providing guidance to the team to ensure smooth and fast resolutions.
• Management of all local devices ensuring latest OS versions & software updates are completed by the team.
• Provide B2B Level 2 support during bank holidays, sickness & as required by business needs.

Team Management

• Organize daily workflows, assign tasks, and deploy available resources effectively across the team.
• Provide training, and guidance to the B2B support team to enhance their technical skills and knowledge.
• Provide access and tools for support operations.
• Conduct regular 1on1 meetings, reviews of team performance and provide constructive feedback to foster continuous improvement.

Continuous Improvement

• Identify and implement day-to-day operational improvements to enhance efficiency and productivity.
• Drive automation initiatives to streamline recurring tasks and processes, reducing manual effort and minimizing errors.
• Collaborate with Project Managers, Technical Staff to transition tasks from projects to support teams effectively.

Training and Development

• Assist staff with development initiatives, enabling them to take on additional responsibilities and advance their careers.
• Own the onboarding and training of new starters, ensuring they are equipped with the knowledge and skills required to succeed.
• Facilitate cross-training opportunities within the team to enhance flexibility and capability.

Documentation and Reporting

• Maintain accurate and up-to-date documentation, including client-specific operational needs, procedures, and escalation protocols.
• Prepare and present regular feedbacks and reports on performance metrics and SLA compliance to senior management.
• Write and update new procedures as needed, seeking management approval when required.

Collaboration and Communication

• Work closely with global technical teams (Video Engineering, Development, Infrastructure Operations) to resolve incidents and provide root cause analysis.
• Liaise with the Project Team and clients to ensure smooth handover, review of support guidelines, service desk and escalation process. implementation of new projects or services.
• Organise handover and training sessions for B2B support team.
• Maintain transparent and proactive communication with clients and stakeholders, ensuring alignment on priorities and expectations. (Weekly meetings, MSR’s, SD review).
• SME (Subject Matter Expert) acting as a SME for an allocated client project.
• Take part in monthly service desk review meetings with internal and external stakeholders.
  

• ITIL V4 (Ideally)
• Cloud Essentials (AZURE, GCP, AWS)
• IT Observability Platform (Datadog, NewRelic, Grafana)
• Proven experience in an application support or service desk leadership role, preferably in a SaaS or OTT environment.
• Strong knowledge of SLA/KPI management and operational workflows.
• Hands-on experience with service desk tools such as JIRA, ServiceNow, or equivalent.
• Familiarity with automation tools and techniques to optimize processes.
• Excellent problem-solving, organizational, and communication skills.
• Ability to work effectively in a 24/7 operational environment and handle pressure during high-demand periods.

We’re looking for someone who is:

• driven to push the boundaries and lead change and performance
• communicative to leave no-one in the dark and to work with your team successfully
• reliable so we know that we can call on you to meet deadlines
• passionate about the latest technologies and standards
• proactive to suggest improvements, identify and fix potential issues
• solid technically speaking, to advise both Clients and internal teams

Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.

Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.