The main purpose of the Support Analyst Team Lead is to support and monitor the day-to-day performance of applications in the Operations Applications suite, as well manage and complement the existing support team who are responsible for the day-to-day tasks associated it with the role. The Team Lead will assess the performance of the team, resolving complex issues, identify customer needs and training new team members.
Responsibilities:
- Support and maintain applications within the scope of the position
- Comply with standard processes and procedures documentation
- Diagnose and analyse problems in a timely and professional manner
- Monitor all production application components to ensure high availability and meet or exceed client expectation
- Contact development teams to assist in incident resolution in relation to system alerts
- Maintaining relationships with key strategic partners and customers
- Identify opportunities for process, systems and application improvements in a dynamic environment architected to solve problems and improve processes
- General knowledge of software development lifecycle
- High degree of initiative, mature judgment, and discretion
- Good communication and organizational skills
- Ability to conduct and direct research into IT issues and products as required
- Ability to present ideas in business-friendly and user-friendly language
- Provide accurate monthly reports in a timely manner to Management
- Become efficient in the use, workflow and capabilities of the system used for support
Qualification:
- Relevant qualification or related experience
- An understanding of/the ability to read and debug code advantageous
- An understanding of different message formats advantageous
- Customer support experience
- Excellent written and communication skills
- Excellent interpersonal skills
- Ability to perform general mathematical calculations for the purpose of creating business cases,
budgets, and so on - Highly self-motivated and directed
- Detail oriented
- Focus on solution, proven analytical, evaluative, and problem-solving abilities
- Able to work under pressure, showing ability to effectively prioritize and execute tasks in a high
pressure environment - Exceptional customer service focus
- Team player
- Extensive experience working in a team-oriented, collaborative environment
- C#, .NET, MS SQL advantageous
Please consider your application unsuccessful if you have not received a response within two weeks of applying.
