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´╗┐Application Support Team Leader Job Description v4

Role Title:

Overview of Role:

Application Support Team Leader

To lead and provide high quality operational and technical application and systems support to Procserve customers and internal business functions. Owner of the Problem Management process, ensuring PM goals are achieved. Minimising the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents

Contact careers@

Location London


Application Support 60% ? Lead and prioritise the Application Support team's work load ? Manage and Own the Problem Management Process ? Develop, co-ordinate and promote the effective functioning of problem management activities across all of ProcServe's support teams ? 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 trouble shoot 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 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 ? Ensure there are robust procedures and processes within the application support function remit ? 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 ? 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 ? 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

Knowledge & Key Skills


Personal Qualities ? Strong customer service and support focus with a desire to deliver a high quality service ? Self-motivated and highly professional with ability to lead and take ownership and responsibility ? Ability to multi-task, work under pressure and to tight deadlines ? A desire to learn and improve skills and knowledge ? Fast learner, energetic and enthusiastic ? Adaptable and flexible to business demands ? Strong organisational and planning skills ? Positive `can-do' attitude ? Team player

Functional Skills and Experiences ? Experience leading technical support teams ? 3+ years' experience in an hands-on application support lead/manager role ? Extensive problem solving and debugging skills ? Ability to independently apply production upgrades and support the products and technologies ? Experience in providing services to agreed SLA's and OLA's ? Experienced in Problem and Incident Management ? Experience with working in an ITIL environment ? Excellent interpersonal and communication skills ? Flexible in working outside of core business hours at short-notice

Technical Skills and Experiences ? Experience with supporting multi-tier infrastructures ? Experience in supporting and administering Oracle 10g RDBMS ? Experience with supporting Java applications and an understanding of web technology ? ITIL Certification

? Procserve Holdings Limited 2012. Confidential.

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Application Support Team Leader Job Description v4

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


? Oracle RAC 10g ? MS SQL Server (2005/2008) ? Scripting (Perl, MS-DOS) ? Java programming ? Experienced in administering Linux and Windows 2003 server

environments ? Technical degree/qualification ? ITIL Problem Management Certification ? Experience using LANDesk Service Desk, support product ? Understanding of eProcurement

Critical Success Factors

? Achieving high levels of user satisfaction

? Demonstration of ownership of problems

? Measured contribution towards the reduction of aged problems

? Measured contribution towards maintaining a level of expectations with

customers internally/externally for services provided

? System availability meets agreed SLA ? Incidents and problems are resolved within OLA and SLA


? Delivering projects within agreed timeframes

? Comply with departmental procedures and policies

? Reduced count of Incidents Raised by Known Errors

Key Contacts

% of Time


Application Support Analysts


Knowledge sharing, troubleshooting issues, planning application releases and system changes, communicating resolutions and updates, managing and prioritising work load

All staff meetings, answering queries, troubleshooting and escalating


ProcServe Staff issues, communicating resolutions and updates, technical resource on


Head of Service Operations

Individual and team meetings, management reporting, forward planning




Technical escalation point, troubleshooting issues, testing, communicating updates/progress

Business Area Operations

Reports To Service Manager

? Procserve Holdings Limited 2012. Confidential.

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