Application Support Team Leader Job Description v4

© Procserve Holdings Limited 2012. Confidential. Page | 1

Role Title: Application Support Team Leader Contact careers@procserve.com

Overview of

Role:

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

Location London

Accountabilities Knowledge & Key Skills

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

Essential

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

Application Support Team Leader Job Description v4

© Procserve Holdings Limited 2012. Confidential. Page | 2

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

Desirable

• 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 Key Contacts

• 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

% of Time Contact Purpose

Internal 70

Application

Support Analysts

Knowledge sharing, troubleshooting issues, planning application

releases and system changes, communicating resolutions and

updates, managing and prioritising work load

ProcServe Staff

All staff meetings, answering queries, troubleshooting and escalating

issues, communicating resolutions and updates, technical resource on

projects/implementations

Head of Service

Operations

Individual and team meetings, management reporting, forward

planning

External 30 Customers

Technical escalation point, troubleshooting issues, testing,

communicating updates/progress

Business Area Operations Reports To Service Manager