You will be responsible for coordinating the day-to-day operation of the Application Support Team including monitoring support queues, ensuring technical IT related queries, incidents and requests are responded to and resolved within SLA. This role may be hands on at times and you will need to think tactically and ensure priority incidents and more complex application issues are raised and managed accordingly. You will be responsible to ensure the team adhere to all Support Processes, IT Control completion, SLAs, meeting KPI’s and managing key Stakeholders.
What you'll be doing
Monitoring, prioritising and managing the support queues to ensure incidents, service requests across the GFIT application estate are dealt with in a timely manner and SLAs are met. Supervising the Application Support Team and providing guidance and subject matter expertise for the team and customers to provide technical knowledge to enable timely resolution of incidents
Day to day management, ensuring that staffing and skill levels are maintained throughout operational and on call hours. Providing proactive and reactive support to application and operational issues across both production and non-production environments
Maintaining up-to-date knowledge of GFIT Product Groups and working practices to ensure queries are dealt with appropriately and that resources for the team are managed, co-ordinated and planned to ensure excellence in service delivery. Managing support cover, key person dependency, extended support periods (Evenings/Weekends) and on call (rotated through the team)
Cultivating relationships with customers and stakeholders to ensure excellent cross business communications. Driving a culture of continual improvement within the Application Support team and the wider services
Initiating and conducting ongoing system and process reviews and implementing improvements to support process and monitoring where appropriate, as well as ensuring operational documentation is maintained
Line Management duties – leading, managing, motivating, conducting 1:1’s, appraisals, scheduling required training and coaching and progressing team members’ development to ensure they are fully equipped to achieve best performance to meet the company’s needs.
Adhering to IT Controls, Information and IT Security policies and procedures to ensure compliance with regulatory and internal requirements
Managing the team to deliver customers’ needs and to continually improve the team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement
What we're looking for
Naturally you’ll have IT Service Management experience, with the ability to understand complex applications and how components work together, along with excellent trouble shooting and problem-solving skills
A good understanding of technical architecture and how this supports applications, SDLC, Agile and waterfall methodologies, IT and project governance
You’ll also be comfortable in line managing and developing a team
A background in financial services would be a huge plus!