Senior Application Support

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