Job description

Job title:Applications Support Team Leader

Reporting to:Infrastructure and Applications Manager

Direct Reports:Applications Support Analysts x 2

Job familyTechnology

LevelD2

Role purpose

To provide support for variousbusiness application services including inputs into the IT strategy in developing and modernising the NMC’s Application Iinfrastructure. To work in partnership with the business to support and improve new and existing products across the NMC.

Key accountabilities

  • Lead and prioritise the Application Support team’s work load
  • Provide technical leadership, acting as a technical resource for internal and external projects
  • Work as escalation point for the service desk to resolve incidents and facilitate request fulfilment.
  • Monitor progress of requests for support and ensure that customers are kept updated.
  • Manage the 3rd line Application Support on complex internally and externally developed applications
  • Taking part in the triage of NMC applications and platforms, including occasional support outside of office hours.
  • Monitor and manage application performance, and proactively address performance issues and bottlenecks, or make recommendations for changes to service.
  • Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
  • Maintain and develop current application solutions to support Business Continuity and Disaster Recovery requirements by working with other members of the Business Delivery and Technology Services (BD&TS) team.
  • Provide input to application/infrastructure scalability
  • Ensure there are robust procedures and processes within the application support function remit
  • Working with the test team, ensure that any new system/applications changes are adequately tested before deployment to live environment.
  • Working with the infrastructure team to ensure that any new systems/application changes are implemented to the appropriate technical standards.
  • Problem management focal point to drive improvements from known recurring issues within the Business Delivery and Technology Services (BD&TS) application support team.
  • Monitor application systems by regular scrutiny of system logs. Note any problems and identify performance trends.
  • Acts as an agent of change within Business Delivery and Technology Services (BD&TS) team, ensuring that sign-off and documentation are in place before rollout of alteration.
  • Contribute to Continuous Service Improvement (CSI) by owning, enhancements and progressing service improvements
  • Liaise with 3rd party support partners on the escalation and development of system enhancements and issues.
  • Ability to troubleshoot application performance issues.
  • Ability to identify root cause analysis and recommend improvements.

Analysis and Development

  • Work with all levels of staff, to identify, understand and document proposed process and/or system improvements.
  • Conduct effective analysis of assigned change requests.
  • Be aware of industry developments and recommend software or process enhancements.

Support and maintenance

  • Provide advice and guidance to Service Desk staff and other staff as escalated.
  • Investigate, isolate and recommend fixes to problems.
  • Specify planned enhancements, fixes and new releases.
  • Ensure all documentation is up to date, accurate and relevant.

Service management

  • Work within theBusiness Delivery and Technology Services (BD&TS) service management processes to provide appropriate support.
  • Work in partnership with other departments ensuring successful transition of developments into production.
  • Proactively work with other members of the Business Delivery and Technology Services (BD&TS) team to ensure that all application solutions are implemented with security best practices.
  • Creation and maintenance of knowledge articles that contribute towards the maintenance and upkeep of the ICT knowledge base for procedures, routine tasks and incident resolutions.

Subject matter expertise

  • As well as working as part of a team to manage all applications, each individual team member including the team leader will be allocated areas on which they will be expected to become subject matter experts. Responsible both for an in-depth knowledge in this particular area and to ensure their colleagues have the appropriate knowledge to provide support when necessary.

Other responsibilities

  • There are a number of standard duties and responsibilities that all employees, irrespective of their role and level of seniority within the NMC, are expected to be familiar with and adhere to.
  • Comply at all times with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
  • Promote and comply with NMC policies on diversity and equality both in the delivery of services and treatment of others.
  • Ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act 1998 and its amendments.
  • Comply with NMC protocols on the appropriate use of telephone, email and internet facilities.
  • Comply with the principles of risk management in relation to individual and corporate responsibilities.
  • Comply with NMC policies and procedures as compiled on the organisation’s intranet.

This job description is not exhaustive and as such the post holder is expected to be flexible. Any changes will only be made following a discussion with the post holder.

Person specification

Job Title: Applications Support Team Leader

Experience and Track Record

  • Minimum 2 years supervisory or management experience within an enterprise network environment supporting critical business applications
  • Line management, including recruitment and selection, 1:1s, appraisals, individual and team performance, KPIs, attendance, etc...
  • Experience of designing, planning and implementing technical solutions to meet business requirements
  • Experienced in developing capacity management plans
  • Undertaking trend analysis and report for the purposes of continuous service improvement
  • Effective communicator, able to assess & deliver information in a clear and concise manner – oral and written
  • Experience of developing and delivering to SLAs and other performance indicators
  • Day-to-day decision making on problem resolution by working with the organisation’s problem manager, understanding the criteria for escalation where appropriate.
  • Ability to work as part of a team, both within Application Support team and with the wider Business Delivery and Technology Services (BD&TS) department.
  • Flexible and proactive, with the ability to manage, structure and change own and team’s workload, and sometimes interchange work within the team, in order to meet demand or at the request of the business.
  • Experience of incident and change management processes
  • Excellent customer, decision-making, diagnosis and solving skills.
  • Encourages and adopts team goals and actively encourages effective teamwork by providing support and assistance to others when they require it.

Qualifications, experience, skills, knowledge and abilities

  • Degree qualification in related ICT field or equivalent experience
  • ITIL V3 qualified
  • Experience with supporting multi-tier infrastructures
  • Experience of recording and solving application support issues from customers, prioritising requests, implementing and communicating timely solutions.

Personal qualities

  • Highly motivated and flexible
  • Tact and sensitivity when working with confidential information
  • Innovative and creative
  • Self-starter who is able to work with minimum supervision
  • Patience and resilience
  • Ability to work autonomously and as part of a team
  • An understanding of the importance of equality and diversity within the work environment
  • Well-developed interpersonal, relationship and communication skills, in both formal and informal settings.
  • Excellent decision-making and problem diagnosis and solving skills
  • Able to use initiative and meet challenging deadlines

Technical Skills

  • MS SQL Server (2005/2008/2012/2014)
  • Scripting (Visual Basic 6.0, MS Visual Studio)
  • Expertise in VB.Net, C# and ASP.Net
  • T-SQL
  • Database Administration
  • Sharepoint
  • Experience of ITIL Compliant Call Management Systems i.e Footprints

Business Delivery and Technology Services October 2016Page 1 of 4