Lead Application Support Specialist
As a Lead Application Support Specialist, you will be expected to succeed at the following tasks: Candidate Responsibilities The Lead Application Support Specialist position leads a team of Application Support Specialists in accepting requests of 2nd level support for all applications developed by MSXI for both our internal and external customers. These applications include custom designed application and commodity applications that are sold by MSXI to our customer base. In addition to application support the Lead Application Support Specialist will investigate and triage tickets as they are related to application, new releases of existing applications and participate in the development of new applications and projects regarding the support of those new initiatives. Prioritize requests in the ticketing system. Monitor progress of requests for support and ensure SME’s and PMO and other interested parties are kept informed. Provide correct responses to requests for support. Suggesting workarounds or site-specific enhancements. Discussing and documenting operating procedures. Producing additional documentation. Escalating requests to GTS Dev. Attend stand-ups. Monitor application systems using reports from monitoring tools at various points in the architecture. Liaise with GTS Development & Operations teams on the development of system enhancements to overcome known problems to fulfill user & customer requirements. Ensure all work is carried out and documented in accordance with required standards ITIL Framework, methods and procedures to investigate minor operational requirements and problems; specify processes/procedures that will meet the business requirements. Documentation: take part in user group meetings and assist in presenting issues and solutions both orally and in writing. Change management: Raising changes in absence of Change Manager. Assisting and coordinating changes with Dev and Ops. Application testing after releases and changes. Team leading – mentoring the team, managing and covering team holes/shifts, arranging 1:1, helping team with escalations. Participate in Change Control and Problem management, Incident Management. Candidate Specifications ITIL Foundation qualified Experience of supporting Java applications Experience of ITSM Helpdesk Software 1-2 years’ experience leading a small team/helpdesk Experience of mentoring/performance reviews (desirable). Ability to work under pressure Excellent problem solving skills Working hours 40 hours per week Out of Hours/Adhoc weekend work to support releases What we can offer you Salary of up to £34,000 per annum (dependent on experience). Laptop Other company benefits: 25 days annual leave Company contributory pension plan Cash back health care scheme Life assurance Car salary exchange scheme Exclusive discounts on purchases from fashion, holidays and entertainment to car hire, health & beauty and your weekly shop Exclusive discounts on car purchases Application Email your CV to Johanna Smith on firstname.lastname@example.org MSXI is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity.