Apply: Application Support Team Leader

Reference: BH-343174
The Role & Opportunity
You will be working as an Application Support Team Lead within the technology team of our global client and will be involved in the efficient management of the critical business applications in conjunction with the related third party vendors. The role will cover incident, problem and change management, with accountability to develop best practice and related policy, standards & procedures and provide governance based around ITIL
 

Key Deliverables:
  • Leading a team of Support Analysts to deliver application support services.
  • In conjunction with Support Analysts take ownership of all raised retail technology incidents through to resolution
  • Be part of a fortnightly 24/7 roster for raised incidents outside of business hours
  • Develop, implement and manage a robust incident, problem and change management framework based on ITIL and best practice.
  • Ensure all 3rd party support contracts include a standard incident approach with consistent response and resolution standards
  • Develop regular consolidated reporting on incident and change management
  • Manage and assist with audits both regulatory and internal audit.
  • Take ownership and manage all Sev1 incidents and incidents that have a high customer and operational impact.
  • Improve knowledge management for the team
  • Work with team and manager to improve internal customer and employee engagement.
 

Experience and Skills:
  • Experienced in a similar position.
  • Proven experience working with ITIL and related ITIL qualifications
  • A high standard of problem solving, negotiation and facilitation skills
  • Capacity to influence the decision making process with the stakeholders
  • Knowledge of Technology best practices.
  • Exposure and experienced with current service management and service desk platforms
  • Exposure to JIRA or similar tool
  • A high standard of communication skills (verbal and written) building rapport with direct reports, managers and peers
  • Exercise sound judgment within the field of expertise undertaking complex activities and provide sound advice
  • Self-motivated, use of initiative and a commitment to continuous improvement
  • Ability to work as a team member with a strong focus on outcomes that ensure best results for the business
  • Experience in managing and mentoring people
 

What's in it for you?
  • Opportunity to work within a global environment
  • CBD based permanent role
  • Attractive salary
 

Interested? If you have the skills and motivation we are looking for, please click Apply Now.
Company Background:

The world is becoming more digital, socially connected, mobile and virtual, having profound effects on our work lives – from how we search for jobs and source talent to how we interact in the workplace and manage employees.
Ignite is re-imagining talent services, providing specialist recruitment, on-demand talent and outsourced people services designed to ignite potential in this new world.

Using deep industry expertise combined with a fresh approach called FutureNOW that uses progressive tools, technology and techniques, we uncover hidden needs, motivations and desires in order to connect candidates and clients for the lasting benefit of both.

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