Application Support Team Leader Job in Cheltenham GL525BX, South West UK
We are seeking an experienced Application Support Team Leader with evidence of previous application support, software development and team leadership roles.
Customer focus and a strong service attitude are essential for this role, as is a flexible, motivated approach, engendering a culture of continuous service improvement.
Role Responsibilities:
- Lead the team of Application Support and Programmers to ensure provision of high quality incident, service request and Request for Change solutions.
- Represent the team in variety of BAU meetings such as Change Advisory Board, Release Scheduling, Operational as well as development meetings.
- Act as first point of escalation for the support team and when required deputise for the Application Support Manager.
- Assign incidents, service requests and Requests for Change to individual members of the Application Support and Maintenance team based on technical capability ensuring SLA's and KPI's are adhered to.
- Identify areas that can be automated in order to improve effectiveness and efficiency of UCAS systems and services.
- Agreeing quality solutions for authorised work progressing through the development lifecycle as part of development and maintenance projects.
- Support QA in the provision of completed work packages on time and to specification.
- Lead delivery of key BAU cycle dependent activity where the responsibility is with the Application Support Team.
- Provide detailed MI on resource assignment, project deliverables and incident and service request fulfillment.
Role Requirements:
Essential:
- Experience of managing resource plans
- Proven experience mix in service support and application development
- Experience of leading technical teams of differing abilities
- Experience of working in an IT service support environment with direct experience of service desk operation/first line technical support or second line technical support.
- Experienced in the use of Service Management tools to provide MI and reporting
- Experience in staff development and performance management processes.
- Proven experience in software development life cycle tools.
- Good understanding of technical capabilities across some, NOT ALL of the following technologies: Java, XML, web services, Oracle, SQL, PL/SQL, and Unix
- Ability to manage own workload and work independently on complex assignments
- Evidence of collaborative working
- Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness.
- Understanding of service level and operating level agreements
- Highly organised with the ability to plan for short to medium term objectives
- Excellent staff leadership and motivational skills.
- Liaise closely with technical and business analysts
Desirable:
- Educated to degree level in associated disciplines
- Awareness of Project Management methodologies including Waterfall and Agile
- ITIL V3 foundation level or higher
For more information on the company and a detailed job specification please apply now.
Southern Lights Ltd act as an employment agency for the purposes of this advert"
June 21, 2011
• Tags: Application Support Team Leader Job in Cheltenham GL525BX, South West Uk • Posted in: General