Application Support Lead

2 weeks ago

Melbourne, Victoria, Australia Bebeedelivery Full time

Service Delivery Expert
As a Service Delivery Expert, you will have the opportunity to shape your career and work alongside a collaborative team. You will partner closely with clients on various engagements, ensuring that business application systems are maintained and supported to achieve efficient and effective delivery of services aligned to contractual obligations.
Manage application configuration and upgrades, problem analysis and resolution for complex application problems in conjunction with clients and external application or service providers where necessary.
Improve application functionality and performance and provide suggestions for system and business improvement.
Contribute to the planning of application/infrastructure releases and configuration changes.
Provide input to application/infrastructure scalability.
Follow appropriate engagement procedures and policies.
Influence and re-align stakeholders' expectations where necessary.
Provide specialist advice to key stakeholders about the best ways to meet business IT requirements regarding applications support.
Manage escalations from the client.
Key Qualifications
Extensive experience supporting/administering large-scale support services.
Senior-level 10–12 years' experience in leadership roles, managing large-scale IT infrastructure and/or cloud support services.
Proven experience in leading, managing and mentoring support teams.
Highly proficient in Incident and Problem Management.
Demonstrated experience in providing services aligned to agreed SLAs and OLAs.
Comprehensive knowledge of the ITIL Framework and/or experience in IT operations management using ITIL with an understanding of the full IT lifecycle.
Demonstrable experience in influencing conflict resolution.
Excellence in customer service with the ability to develop partnerships with key stakeholders and business units.

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