Main Purpose of the Job
To manage a team that provides support for the company applications portfolio.
Responsibilities
- Day to day management of the company applications portfolio;
Manage support contracts with 3rd party providers, including cost management;
- Ensure cases are resolved within SLA across the team and with suppliers;
- Providing KPI reports;
- Ensure preventative maintenance activities are carried out;
-Ensure all changes follow agreed change management processes;
-Define backup schedules for application servers;
-Working with other IT teams to provide efficient and effective applications support;
Provide 1st and 2nd level applications support
Incident identification and initial troubleshooting
Incident escalation to applications manufacturer or 3rd level support providers
Apply software fixes as required and in accordance with change management procedures
Resolving cases within SLA
Upgrade of applications portfolio
Develop roadmap / strategy for applications portfolio in consultation with business users
Work with project teams to upgrade applications as required
Receive into operations new or modified applications
Subject Matter Expert (SME) for defined applications
Interface with business users
Coach and develop other ITC apps support staff
Disaster Recovery Management
Own and manage the DRP for applications
Interface between management and the Apps support team during any DR exercise or incident
Team Leadership
Provide technical assistance, direction and coaching to the team of support engineers
Develop and deliver the annual training plans for support engineers
Carry out regular performance reviews and objective setting with support engineers
Essential Skills
10 years of IT support or experience in a similar environment
Strong problem solving / root cause analysis skills
Strong interpersonal and customer facing skills
Excellent reading, writing and speaking in English
Service orientated and delivering services to agreed SLA’s
Able to work accurately and independently and to lead a multi-cultural team
Experience of working with ITIL processes for incident, change, configuration and problem management.
Date : 01/03/2016
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