Application Support Team Lead
3 weeks ago
We are seeking a highly skilled and experienced Application Support Team Lead to join our IT Service Delivery team at SS&C Technologies Holdings. This is a critical role that requires exceptional leadership, technical expertise, and communication skills.
Job DescriptionThe successful candidate will be responsible for providing technical leadership and support to a team of application support engineers, ensuring seamless operation of our services for all SS&C Australia Managed Service Platform (MSP) customers.
- Key Responsibilities:
- Deploy applications using CI/CD pipelines and deployment tools such as Octopus Deploy and TeamCity.
- Support automation efforts across DevOps supported tools and the Managed Services Platform.
- Incident response for production hosted environments and maintain platform availability to meet up with target SLAs.
- Assist with support coverage for DevOps tools and processes.
- Perform technical verification and debugging of applications.
- Carry out database queries, troubleshoot database issues, review SQL logs, and manage database sizes as required.
- Complete documentation and procedures for installation and maintenance.
- Lead and triage incidents and service requests assigned to team queues.
- Work on assigned tickets with a focus on meeting delivery deadlines and SLAs.
Requirements
- Demonstrated experience working in an IT service support and delivery role with excellent communication and organization skills, critical thinking, and attention to detail.
- Ability to quickly learn the complexities of IT applications and systems and how changes to current state may affect end users.
- Ability to liaise with third-party vendors to resolve issues.
- Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
- Demonstrated commitment to quality execution and customer service as evidenced by previous experience and performance track record.
- Demonstrated strong, broad technical knowledge, and the ability to readily understand complex technical environments, components, and processes.
Experience
- Minimum 7+ years' application support experience in a leading technical support role for different business applications, ideally in Superannuation and/or Financial Services.
- Previous experience in 1st, 2nd, and 3rd-level support roles is desired.
- Technical hands-on knowledge of the full software development life cycle, DevOps CI/CD pipeline, deployment tools (i.e., Octopus), and application monitoring platforms (i.e., Site 24x7, Datadog, Splunk).
- Knowledge of programming languages .Net, SQL Server, and cloud infrastructure AWS, Azure.
- Prior experience and working knowledge of ITIL & ITSM tools (i.e., Jira, ServiceNow).
Salary Information
The estimated annual salary for this role is $120,000 - $150,000 AUD, depending on location and experience.
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