Application Support Team Lead [Dublin]

[tadpole]

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Job Title - Application Support Team Lead

Duties and Responsibilities

Key tasks include:

• Manage the application support team providing IT customer management, and support services for a global trading application platform
• Control application support activities on a day-to-day basis
• Define, implement and improve the service management processes for the application support team.
• Review and categorise customer requests, and control the flow of issues to technical and other resources for auctioning.
• Design metrics and reports to clearly measure the quality of service provided by application support.
• Manage, schedule, monitor, and report on the services provided by the application support team
• Input to the future product design and direction of the applications to reduce ongoing support effort and improve customer satisfaction
• Develop, manage and maintain effective relationships with key customer stakeholders, other teams and individuals

Knowledge and Experience

Qualifications:

• Third-level I.T qualification, closely related qualification or equivalent experience.

Experience:

• 3 to 5 years+ experience in overall management of an IT application support team
• At least 3 to 5 years experience of managing an IT application support team of up to 10 resources, including career development and performance management.
• Demonstrated practical experience of defining and implementing service management processes, practices and procedures, aligned with overall Software Development Life cycles

Technical Skills:

• Oracle and MS SQL Server database
• MS .NET Application Development
• Data Warehouse / BI experience desirable (ETL, Cognos BI)
• ITL experience desirable

Other Skills:

• Understanding of insurance processes is desirable.
• Project Management certification desirable.
• Strong business writing and presentation skills

Attributes:

• Customer focused.
• Excellent Communications skills (both oral and written).
• Quality driven.
• Strong reasoning and problem solving skills.
• Good Team Player.
• Structured approach to management of personal and team workloads.