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Job overview

IT Application Support Manager

  • Location

    Darlington, County Durham

  • Sector:

    Digital Transformation & Information Technology

  • Job type:

    Permanent

  • Salary:

    £30000 - £35000 per annum

  • Consultant:

    Adam Burgess

  • Email:

    adam.burgess@sellickpartnership.co.uk

  • Reference:

    910812_1542042050

  • Published:

    7 months ago

  • Duration:

    NA

  • Expiry date:

    2018-12-12

  • Start date:

    ASAP

  • Consultant:

    #

This role will require strong relationships to be built with both on-site and off-shore personnel, and includes both management and resourcing skills on a day-to-day basis. Strong reporting abilities are a must for this role.

Main Duties:

  • Primarily responsible for the provision of production support for all Applications
  • Manage the day-to-day activities of the Application Support team to ensure that they have direction in regards to service tickets and ongoing issues that may arise in alignment with business and programme priorities
  • Manage the pipeline and lifecycle of small changes and patching from requirements to stabilisation and ownership post deployment, including defect management of fixes being deployed through to live.
  • To hold an understanding of the business context, how applications and technology underpin business process and to apply that in the IT delivery of fit for purpose solutions and changes.
  • Work with Service Management, Service Operations and Suppliers to implement defect fixes and enhancements to minimise functional issues and disruptions.
  • Produce MI in relation to tickets and defects and participate in Service Review meetings with IT and the Business covering all aspects of service management for relevant applications
  • Manage assigned Risk & Control / Audit, Technology Resilience and other initiatives. Ensure that any deliverables are met on time and work closely with central teams to understand and communicate upcoming demands in advance
  • Develop and utilise core support tools, eg, automation, and processes to perform work while improving day-to-day practices for support team members with the goal of delivering service improvements to the business
  • Manage the version upgrades, configuration / integration enhancements, and reporting of the RPMI application installation
  • Work with IT Management and the business users such as Finance, Rail, TPA and Project teams to implement business & technical process improvements to the RPMI applications
  • Responds to verbal, written, and electronic inquiries from clients regarding status of service requests, backlog, and issues
  • Retain an open business relationship with other departments to ensure that information is being passed from team to team and knowledge is shared between groups
  • Triage, investigation and resolution of Service Requests and Incidents within the SLA
  • Ownership of tickets through to resolution including escalation to L2 and L3 support teams.
  • Take ownership of all logged issues and requests assigned to L2 and L3 teams
  • Build and maintain the relationship with off-shore teams
  • Proactively escalate to management tickets due to breach SLA or have potential to cause significant customer facing impact
  • Act as technical escalation point for the Service Desk and Service Management team to assist incident resolution
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans
  • Train, coach, mentor, and evaluate assigned staff
  • Perform other duties as assigned

Person Specification:

Qualities and Skills required:

  • Able to demonstrate the ability to undertake the above responsibilities
  • Experienced Service Management professional
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Knowledge of all ITIL disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organisational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritise and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks

Sellick Partnership is a market-leading professional services recruitment specialist operating across the UK. Over the years we have built up an enviable relationship with employers and our expert team of consultants boast up-to-date market knowledge and a strong reputation making Sellick Partnership best placed to help you. Sellick Partnership is proud to be an equal opportunities employer. Please note our advertisements use years' experience and salary levels purely as a guide. We are happy to consider applications from all candidates who are able to demonstrate the skills necessary to fulfil the role. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice which can be found in the footer on our website