Application Support Manager

Application Support 60%

• Lead and prioritise the Application Support team’s workload
• Manage and Own the Problem Management Process
• Develop, co-ordinate and promote the effective functioning of problem management activities
• Contribute to the planning of application/infrastructure releases and configuration changes
• 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 troubleshoot and resolve complex problems
• Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
• Maintain application monitoring, performance tuning and testing
• 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

Personal and Team Development 30%

• Share / spread knowledge with team members as well as internal teams (client services, service desk, development)
• Pro-active in maintaining and increasing the teams and your own technical knowledge
• Identify training needs or requirements for yourself individually and for the team
• Coach and develop team members

Documentation 10%

• Ensure incidents and problems are up-to-date
• Ensure all technical and non-technical documentation is up-to-date
• Contribute to management reports