The Application Support Lead t is responsible to maintain high levels of service and ensuring all IT operations activities are performed. The candidate is a subject matter expert in technology and/or business domain. This candidate is responsible to drive both internal and external teams in the resolution of complex problems or highly innovative resiliency related actions. He/She possesses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analysing important reports covering service performance metrics and operations activities.
Job Description:
• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Assist as Subject Matter Expert and Drive organizational capability to effectively apply service operations and maintenance framework
• Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance
• Assist in blueprints for operational support material for disciplines of applications are concise and complete; covering (internal security and technology standards)
• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
• Provide guidance to the team to ensure the best support and best standarization of approaches possible for systems availability
• Support and assist in high severity incidents and drive problem management meetings
• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
• Assist senior leaders in disaster recovery planning and activities
Requirements / Qualifications:
• Bachelor’s degree in computer science or other highly technical, scientific discipline
• 5-10 yrs of Technical / Application Support experience
• Proven client engagement experience / vendor management experience
• Proven experience of working efficiently in a cross functional team
• ITIL v3/v4 certification and strong service oriented experience / background preferred
• Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
• Ability to establish and manage processes and practices through collaboration and the understanding of business
