Application support Team Leader

Key Responsibilities  

Planning & Monitoring Process

• Lead and priorities the Application Support team’s work load  

• Contribute to the planning of application/infrastructure releases and configuration changes  

• Maintain application monitoring, performance tuning and testing  

• Ensure there are robust procedures and processes within the application support function remit

• Provide timely and export advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems

• Manage and Own the Problem Management Process  

• Develop, co-ordinate and promote the effective functioning of problem management activities across all of Preserve’s support teams  

• Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis  

• To examine potential areas for Service Improvement and raise proposals with the Service Manager  

• Design, prepare and conduct training relating to Problem Management and the appropriate usage of the Support Management Service  

Operational Excellence Process

• To examine potential areas for Service Improvement and raise proposals with the Service Manager  

• Provide technical leadership

• Provide input to application/infrastructure scalability  

• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems  

• Provide 3rd line Application Support on complex internally and externally developed applications  

• Provide input to administering and maintaining all production and internal environments  

• Provide input to the implementation, backup and roll-back plans  

• Act as a technical resource for internal and external projects  

• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).

• Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers