Application Support Team Lead
6 days ago
Filinvest Group: Corporate Technologies, Inc.
Estimated Salary: $80,000 - $110,000 per annum
About the RoleThe Application Support Team Lead is responsible for overseeing the day-to-day delivery of application support across multiple applications. This involves managing a team to ensure that business application systems are developed, maintained, and supported efficiently and effectively.
Key Responsibilities- Leads an individual or team ensuring they meet and exceed Service Level Agreements (SLAs)
- Ensures all service requests are allocated to individual team members based on skills and availability of resources
- Tracks requests to closure in order to meet SLAs or commitments
- Escalates Very High (VH) failures and severe performance issues, and endeavors resolution of critical issues
- Provides Implementation/Roll-out Support
- Supports the delivery of systems into production via established changed management/version control processes
- Provides support to users during system roll-out
- Provides Maintenance Support
- Prioritizes and resolves day-to-day system issues and client requests according to standard processes
- Provides alternative solution or workaround, as needed
- Monitors and manages SLAs
- Initiates service improvement actions
- Effectively manages client expectations and escalates where appropriate
- College degree preferably in Computer Science, Computer Engineering, BS Information Technology (or related 4-year course)
- Minimum of 1 year experience supporting application systems
- Minimum of 1 year experience in VB.NET and MS SQL/MySQL
- Experience in one or more of the following technologies will be an advantage: HTML5, Cascading style sheet (CSS), Adobe ColdFusion 10, Delphi Programming Language, Java/PHP Scripting
- Exposure to delivering enterprise level business wide support services
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