Application Services Leader

5 days ago

Dublin, Dublin City, Ireland beBeeSupport Full time €80,000 - €105,000

Our ideal candidate will lead a team of skilled application support specialists to ensure day-to-day operations are fully executed.

This key member of our Platform Operations Team will work closely with stakeholders across the business to deliver excellent customer applications.

The successful Applications Support Lead will be responsible for leading the team supporting multiple end-user analytics applications delivered to a global user base.

Key Responsibilities:
  • Lead the applications support team, bridging operations teams, engineering teams, and product owners, and handling all end-user application support issues.
  • Build and 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 SLO's/SLA's.
  • 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.

Requirements:

  • A university degree in a relevant discipline is required.
  • Proven ability to build, lead, and develop a team of application support specialists.
  • Fundamental understanding of IT Service Management principles.
  • Experience managing Jira Service Desk or Zendesk.
  • Excellent knowledge of cloud deployment models and how to validate post-deployment service operations.
  • Excellent knowledge of end-user experience monitoring tools and measurement of time to serve operations.
  • Exposure to containerization technology such as Docker and Kubernetes.
  • Exposure to data analytics technology, including SQL, Spark, and Hadoop.
  • Strong awareness of digital security principles.
  • 10+ years of experience in a relevant area.
  • Certification in IT Service Management, such as ITIL, ITSM.
  • Exposure to Audit/Risk and Control frameworks, such as ISO27001.
  • A proactive individual who can accomplish tasks with limited supervision.

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