Expert Application Support

-Job Summary

The job holder shall be responsible to lead and provide high quality operational and technical application and systems support to ProcServe's customers and internal business functions and act as the focal point for the Problem Management process and ensure project management goals are achieved as well as minimize adverse impact of Incidents and Problems on the business and prevent reoccurrence of the Incidents.

-Key Roles and responsibilities

1. Lead and manage the Application Support team's workload efficiently.

2. Manage the Problem Management Process and ensure project goals are achieved timely.

3. Develop, co-ordinate and promote the effective functioning of problem management activities across all of ProcServe's support teams.

4. Contribute to the planning of application/infrastructure releases and configuration of changes.

5. Examine potential areas for Service Improvement and raise proposals with the Management.

6. Provide technical leadership and input to application/infrastructure scalability.

7. Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.

8. Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis.

9. Maintain application monitoring, performance tuning and testing up to date.

10. Provide 3rd line Application Support on complex developed applications internally and externally.

11. Maintain all production, internal environments, implementation, backup and roll-back plans.

12. Act as a technical resource for internal and external projects.

13. Ensure robust procedures and processes within the application support function remit.

14. Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).

15. Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers.

16. Design prepare and conduct training relating to Problem Management and the appropriate usage of the Support Management Service.

17. Advice on emerging trends and issues affecting Service Delivery and Support.

18. Develop strategies to allow Application Support to manage resultant problems.

19. Ensure incidents, problems, all technical and non-technical documentation are up to date.

20. Participate in preparing management reports.

21. Perform other duties as requested to meet the ongoing organizational needs.

-Education required

Education: Bachelor's degrees in Computer Sciences/IT related field.

Certification: CISSP, ITIL, CNCT, CCNA, CompTIA A+ or relevant certification in field

-Experience required

A total of 16 years of professional experience, including 10 years in the relevant field. Of these, 3 years were in a supervisory or managerial role.