Head Of IT Application Support

£90,000 | Chatham | Permanent
Posted 6 months ago

Head of IT Application Support
£75,000 - £90,000 base salary benefits

A growing client of InterQuest Group are on an exciting transformation journey in enhancing the delivery of the best possible IT service to its customers both internally and externally.
The client in question are a financial institution who are looking to appoint a seasoned professional to support and lead a team that manage and resolve the organisations live system support issues and incidents.
The key purpose of this role is to “Keep the lights on” by ensuring the business has stable systems from a day to day operational perspective.
Acts as a gate keeper for the production environment stability ensuring anything that will have a negative impact is managed effectively.
Furthermore the role must ensure a smooth and simple process when dealing with live system issues/incidents, maintaining visibility, tracking live issues and working closely with key internal stakeholders. The manager must also ensure that the team adhere to all agreed service level agreements and highlighting capacity and service issues early.

The areas of responsibility are as follows;

• Incident Management: All support request raised to support team will be managed with agreed service level agreement with the business.
• Release Management: Release application changes though the environment with the proper planning and due diligence to ensure production stability. Any changes to timelines due to an unforeseen risk / dependency are expected to be communicated to stakeholders as soon as possible. Correct procedures are in place and managed effectively to ensure the professional and safe delivery into production environments.
• DR Test Verification of systems as per the yearly DR policy.
• All Change Requests (CRs) and Project deliverables are expected to be delivered on agreed timelines.
• Problem Management: Ensuring recurring issues are addressed by the right process and recurring issues escalated to architecture.
• Post Implementation Signoff: Getting signoff from the business that delivery in to production is complete.
• Metrics/ KPI– Calls and tickets ensuring we understand our KPI support numbers on a monthly basis.
• Monitoring of the environment ensuring we stay on top of all issues.
• Information Management: Building a team Knowledge base that is easy to understand and usable by junior members of staff.
• Capacity and resource planning ensuring this is up to date weekly at least monthly.
• Ensure proper procedures are in place for Service level management, SLA, OLA, Knowledge base.

• IT and business/industry experiencel.
• Diverse (Service Desk, Support, Development, PM) roles and increasing leadership responsibilities across major incident and problem management is essential.
• Substantial (more than 5 systems) support and team management experience (performance & capacity) is essential.
• Demonstrated experience in managing communication "upwards" to senior leadership for level 5 incidents with number of different stakeholders is essential.
• Demonstrated experience in leading diverse teams across on and offshore including line and performance managed is essential.
• Experience in complex system production release management is essential.

• Robust understanding of Incident and problem management is essential l(ITIL environment is desirable).
• Good understanding of service desk tools like SCSM or ServiceNow is essential.
• Intermediate to Expert knowledge of MS Project, Excel, PowerPoint, Visio, Word is essential.
• Robust understanding of infrastructure, desktop and web applications is essential.
• Previous experience leading an IT support function within financial service company, ideally having more than 10 applications to support is essential
• Strong knowledge of implementing and supporting financial services systems is essential.
• Strong team leadership skills with the ability to lead support teams and mentor them is essential.
• Experience of managing support on number of different database technologies is essential.
• Knowledge of financial services software implementation and management is essential.
• Strong commercial acumen with the ability to complete cost benefits analysis related to support activities is essential.
• Excellent communication and stakeholder management skills with the ability to present KPI and SLA information is essential.

For more information about this role, please contact:

Andy Banks

01442 509 072

See Andy Banks's jobs
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