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Lead-Application Support
2 weeks ago
Ensures that all requests for support are dealt with according to agreed service levels, standards and procedures
Reviews service delivery and operations to ensure that agreed targets are met
Maintains the service catalog, service portfolio, knowledgebase, business process blueprints, service processes and other documentation and ensures they are updated
Ensures timely renewal of application licenses/subscription and compliance with corresponding license agreement
2. Application Maintenance and Operations
Performs ticket trend analysis to identify recurring issues, takes the lead in determining the root cause/s, and manages implementation of enhancements to prevent reoccurrence
Ensures information security, regulatory requirements and statutory compliance are upheld within the assigned applications at all times
Authorizes and monitors access to applications
Accepts newly completed applications, modules, or features and ensures that they meet defined criteria upon release to operations
Manages application of system upgrades, corrections and patches to ensure optimum performance and reliability of the applications
Manages the development, implementation and testing of business continuity and disaster recovery plans
Reviews capacity and performance reports and advises on the appropriate action to rectify the issues
3. Integration
Ensures integration across systems in scope operate effectivel y
4. Change Management
Manages the lifecycle of change requests including scoping, requirements gathering and prioritization activities
Endorses to Architecture and Solutions Team potential projects
Ensures adherence to standards and consistent execution of the change management process
Systematically controls changes and maintains the integrity, coherence and traceability of the changes throughout the system
5. Training
Provides guidance or training to users as necessary
Manages the delivery of Application Management Services (AMS) and ensures that service is monitored effectively and that identified actions to maintain or improve levels of service are implemented
Validates monthly consumption and ensures optimized utilization of the AMS
Engages proactively and collaboratively with suppliers to resolve incidents, problems and/or unsatisfactory performance
Monitors supplier performance, customer satisfaction, adherence to defined standards and procedures, and compliance with contract terms
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