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
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