Strategic Support Leader

12 hours ago

Dublin, Dublin City, Ireland beBeeLeadership Full time €75,000 - €105,000
Job Description
The Applications Support Lead is a key member of our team, responsible for leading the support of multiple end-user analytics applications delivered to a global user base. As a strategic leader, you will play a key role in implementing and operating the tools and technologies that run our mission-critical core operations processes and end-user services.

Key Responsibilities:
  • Team Leadership: Lead the applications support team, bridging operations teams, engineering teams, and product owners, and handling all end-user application support issues.
  • IT Application Management: Direct delivery of IT application management governance processes, ensuring day-to-day operations delivered by internal and external teams are executed as expected.
  • Escalation Management: 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.
  • Collaboration and Transition: 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.
  • Meetings and Processes: Organize and lead daily meetings with the applications support team.
  • Customer Support: Provide thorough support and problem resolution for customers.

Required Skills and Qualifications
  • University Degree: A university 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: Fundamental 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.
  • Digital Security Awareness: Strong awareness of digital security principles.

Benefits

As the Applications Support Lead, you will have the opportunity to work on cutting-edge applications and ensure seamless operations for a global user base. You will also have the chance to develop and lead a team of skilled application support specialists, and collaborate with cross-functional teams to drive business success.

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