The purpose of this role is to lead our application support team in delivering high-quality services. This role requires strong collaboration with other regional application support teams to ensure seamless continuity and effective support for our global operations. The ideal candidate will possess experience with application support, technical knowledge, and a solid understanding of ITIL principles, along with the ability to manage growth as new services transition into the team.
Key Responsibilities:
- Team Leadership & Management:
- Lead and manage the application support team, providing guidance, support, and performance feedback.
- Establish a strong foundation for the team, focusing on standardization of processes and adherence to ITIL best practices.
- Operational Oversight:
- Oversee daily operations of the application support team to ensure effective service delivery.
- Ensure all application services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Collaboration with Shared Service Centers:
- Work closely with teams in other regions (shared service centers) to coordinate support efforts and share best practices.
- Facilitate smooth shift transitions to maintain 24/7 service coverage and continuity.
- Liaison with Development Teams and Stakeholders:
- Collaborate with development teams, service owners and product owners to ensure alignment on service delivery and application performance.
- Engage with business stakeholders to understand their needs and ensure services meet expectations.
- Point of Contact for Escalations:
- Serve as the primary point of contact for escalations, managing complex issues and providing resolution guidance.
- Act as the incident manager during emergencies, leading teams through critical situations.
- Performance Monitoring & Continuous Improvement:
- Identify trends and areas for improvement within the support processes and implement necessary changes.
- Promote a culture of continuous improvement, encouraging team members to contribute ideas and initiatives.
- Training and Development:
- Assess team training needs and coordinate training sessions to enhance skills and knowledge.
- Mentor team members, fostering a culture of professional growth and development.
- Service Transition Management:
- Manage the transition of new applications, ensuring smooth onboarding and support readiness.
- Monthly Service Reviews:
- Schedule and conduct regular service review meetings with application owners and stakeholders to assess the performance of the services, address concerns, and plan for future optimizations.
- Technical support:
- Ability to conduct and direct research into IT issues and products as required
- Become efficient in the use, workflow and capabilities of the system used for support
Qualification:
- Proven experience in application support management
- Strong customer support experience
- An understanding of/the ability to read and debug code advantageous
- C#, .NET, MS SQL advantageous
- An understanding of different message formats advantageous
- Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on
- Familiarity with ITIL principles and practices.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work collaboratively with diverse teams and stakeholders.
Please consider your application unsuccessful if you have not received a response within two weeks of applying.
