Chief Application Support Specialist

1 day ago

Dublin, Dublin City, Ireland beBeeLeader Full time €90,000 - €120,000
Key Job Responsibilities:

The successful candidate will be a key member of our operations team, responsible for supporting live customer applications and working closely with stakeholders across the business.

  • Lead a team of skilled application support specialists to ensure day-to-day operations are fully executed.
  • Direct delivery of IT application management governance processes, ensuring day-to-day operations delivered by internal and external teams are executed as expected.
  • Develop plans to identify and fix root causes of application outages and incidents following agreed-upon change control and release management processes.
  • Act as a point of escalation for IT service delivery concerns from the business and IT management for your area, ensuring business impacts are identified and discussed.
  • Collaborate with project teams and application/service transition team to ensure that new services and upgrades are implemented without adverse impact to the end-user base.
  • Organize and lead daily meetings with the applications support team.
  • Develop applications support processes and ensure the team operates them professionally at all times.
  • Provide thorough support and problem resolution for customers.
  • Inform customers about issue resolution progress and track against SLOs/SLAs.
  • Produce real-time reports on the volume of customer queries and service tickets and time to resolution.
  • Assist with the development of end-user support guides and FAQs.
  • Respond to customer requests and manage problem and incident tickets.
Required Skills and Qualifications:
  • University Degree: A degree in a relevant discipline is required.
  • Team Leadership Skills: Proven ability to build, lead, and develop a team of application support specialists.
  • IT Service Management: Understanding of IT Service Management principles.
  • Experience with Ticketing Systems: Experience managing Jira Service Desk or Zendesk.
  • Cloud Deployment Knowledge: Excellent knowledge of cloud deployment models and how to validate post-deployment service operations.
  • End User Experience Monitoring: Excellent knowledge of end-user experience monitoring tools and measurement of time to serve operations.
  • Containerization Exposure: Exposure to containerization technology such as Docker and Kubernetes.
  • Data Analytics Exposure: Exposure to data analytics technology, including SQL, Spark, and Hadoop.
  • Digital Security Awareness: Strong awareness of digital security principles.
  • Extensive Experience: 10+ years of experience in a relevant area.
  • IT Service Management Certification: Certification in IT Service Management, such as ITIL, ITSM.
  • Audit/Risk and Control Frameworks Exposure: Exposure to Audit/Risk and Control frameworks, such as ISO27001.
  • Proactive Approach: A proactive individual who can accomplish tasks with limited supervision.

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