Applications Support Team Leader

2 weeks ago

Gepps Cross, South Australia Stratco Full time $90,000 - $120,000 per year
  • Stability of over 75 years of Australian experience & expertise
  • Lead the delivery of application software support
  • Permanent Role - Attractive Package
THE OPPORTUNITYRESPONSIBILITIES
  • 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.
  • Manage and control application maintenance such as patching and quarterly SaaS updates including the coordination of regression testing.
  • Provide general leadership across the IT function and help drive service delivery improvements.
ABOUT YOU
  • 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.
REWARDS & BENEFITSAPPLICATION PROCESS

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