Applications Support Team Leader

1 day ago

Gepps Cross, Australia Stratco Full time

**Join a national leader in Retail and Manufacturing**:

- ** Permanent Role - Attractive Package**

***

**About the company**:
With over 70 years’ experience in the industry, Stratco is a dynamic, national leader in the manufacture and marketing of building and home improvement products. With an outstanding record of continual growth, Stratco has manufacturing plants and Home Improvement Stores throughout Australia and a presence in several international locations.

**About the role**:
**Key Responsibilities**:

- Lead a small team of skilled and dedicated Application Support Analysts.
- Review and proactively manage Level 2/3 Service Desk requests to ensure effective support is delivered by internal and external support parties in alignment with agreed SLAs.
- Own and manage support escalations.
- Autonomously manage high severity incidents as per the Stratco High Severity Incident Management process.
- Become familiar with key technology components to ensure you can facilitate collaboration between end-users and support technicians at a detailed level.
- Monitor, manage and report on service delivery SLAs and general service delivery quality provided by external support partners.
- In collaboration with other technology leaders, review and approve all technology deployment requests ensuring the appropriate level of quality assurance and IT change controls are in place.
- For major project deployments, define the post go-live systems support model and manage post go-live support.
- Define the transition to BAU support plan and execute the transition to BAU support.
- Provide general leadership across the IT function and help drive service delivery improvements.

**Skills, Experience & Attributes**:

- Bachelor Degree in a relevant discipline or relevant role/organisational experience.
- At least 5 years’ experience in delivering IT support services for a medium or large organisation.
- Experience in delivering support for complex enterprise level IT landscapes including ERP, EPM and BI platforms is mandatory.
- Experience in supporting ERP Cloud based technology will be highly advantageous.
- Excellent communication and interpersonal skills.
- Demonstrated experience in managing external support partners.
- ITIL qualifications highly desired.

**Culture & Benefits**:
Stratco has established an environment that brings out the best in our people. We believe in building careers through providing a safe, connected, and innovative culture that supports ongoing growth and development. We offer industry-leading benefits such as specialised development programs, innate health and wellbeing initiatives, family friendly work practices and Stratco retail discounts.

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