Application Support Manager (MT3)- Information Technology: Enterprise Services Platform
Position summary
Introduction
Job description
KEY PERFORMANCE AREAS (KPAs)
The Application Support Manager duties includes the following:
· Operations
o Manages the timely resolution of day-to-day technical issues.
o Manage Application Support queue by triaging, prioritizing, and assigning incoming tickets, and driving them to closure in a timely accurate manner within IT SLA.
o Acting as a hierarchal point of escalation and co-ordinate response to critical issues raised in the platform.
o Serve as key point of contact for all matters related to Application Support and Testing in the platform, including implementation, strategy, and initiatives to deliver consistent high-quality service.
o Proactively look for ways to improve uptime, alerting, and efficiencies of systems.
o Proactively manage communications pertaining to application support, operations, changes, outages, and issues in a timely and professional manner.
o Monitor, manage and analyze daily workload for opportunities. Identifying trends and deliver on strategies to reduce overall ticket volumes.
o Represent the platform at Change Control and make sure change requests are logged on time, all relevant documents are attached, and all stakeholders approve the change request.
· Incident Management
o Coordinate major incidents by validating, troubleshooting, contacting technical teams, and sending out communication.
o Facilitate the root cause analysis (RCA) process to identify issues and communicate appropriately to internal or external stakeholders.
o Minimize repeat incidents. - Repeat incidents are defined as, incidents that primarily occur due to a previously identified failed control, process, configuration and/or technology.
o Ensure that incidents are captured on ManageEngine (ME) in accordance with the Capricorn Group IT Service Management Policy.
· Applications and Systems Stability
o Identify and mitigate risks to the availability of applications and proactively address and resolve issues before they impact service levels.
o Provides KPI's, Metrics, Benchmarks and trend analysis reporting to Management / Leadership daily, weekly, monthly and as needed.
o Partners with management / leadership in developing the IT Service Management maturity and roadmap; Incident Management, Change, Configuration, Problem and Knowledge Management as related to Application Support.
o Ensure that all systems are regularly updated, and software patches installed.
o Support and maintain internal platform applications by becoming technically familiar with those being utilized.
o Maintain application configuration including user security
· Inter Team Collaboration
o Apply a DevOps mindset that guides behavior and decision making
o Participate and contribute in agile team ceremonies (Daily Standup, Iteration Planning, Iteration Review, PI Planning, etc.)
o Collaborate with agile development teams by presenting recommendations for improvement based on insight gained through on-going involvement and support efforts.
o Consult directly with users to assess their needs and then create and implement a strategy to improve either the business or application in collaboration with the Product Owner.
· Team and Documentation Management
o Participate in resource management meetings to identify resource-requirements and to ensure optimal productivity levels delivered by all technical resources.
o Creates and maintains technical troubleshooting help articles.
o Maintain knowledge of current and emerging technologies that directly affect platform applications.
o Ensure that the application administrators are well equipped and capable to do automated deployments between various environments (DEV, UAT, Training and PROD) via AzureDevOps.
o Create knowledge base documentation for End User Support (EUS).
o Interpret, author and update technical and user documentation as needed.
o Ensures and drives an engaged culture.
Minimum requirements
Experience/Knowledge & Skills
- Experience in mission critical service delivery. Understands the urgency and importance of systems up-time in a rapidly growing environment.
- Capability to create and manage service level agreements with internal and external customers.
- Prior business application technical support experience preferred.
- Experience leading and/or working on project teams.
- Proven experience supporting mission critical IT applications.
- Knowledge in the following areas required:
o Windows desktop and server operating systems
o SQL and programming languages
o AzureDevOps
- Strong communication and technical skills with the ability to quickly grasp technical issues/concepts.
- Dissect high-level information into details and is able to communicate details in a manner understood by relevant audiences.
- Should have good functional knowledge of Banking (Retail, Investment, Regulatory, Compliance, Corporate and Commercial).
- Fast learner; able to learn new software solutions, business processes and design techniques quickly and efficiently in order to support and maintain the applications
- Ability to make critical judgement decisions and solid organization skills.
- Excellent written and verbal communication skills, including the ability to understand, work with, and shape the vision of customers and stakeholders.
- 5 years banking experience.
- 4 years of progressive experience with large scale application stack support.
QUALIFICATIONS
- Degree in Computer Science, Information Systems, Software Engineering or equivalent.
- SAFe Scrum Master and SAFE DevOps certification will be an added advantage.
- Applicable knowledge of the regulations and technologies used within the Platform (AML, KYC, SWIFT, Sanction Screening, BOPCUS, HR, etc.) will be an added advantage
- Any IT Service Management related certification will be an added advantage.