Application Support Team Lead

1 week ago


Letterkenny, Donegal, Ireland Methodius Ltd Full time

Job Description


We are seeking an experienced Application Support Engineer to join our Production Support team. As a key member of this team, you will be responsible for providing high-level support to a major International Banking client. You will work in a high-profile, mission-critical environment within a banking setting and be required to troubleshoot incidents, both proactive and reactive in nature.

In this role, you will manage stakeholders for supported applications, troubleshoot and resolve Incidents & Service Requests, perform Root Cause Analysis of Problem Tickets, and manage incident queues & incident intake channels. You will also take ownership of incidents & communication with customers as required and respond in a timely fashion to reactive or proactive incidents. Additionally, you will write re-usable Knowledge Articles for Incident and Service Requests handled and detail accurate information in case documentation.

Key Responsibilities


1. Manage stakeholders for supported applications.
2. Troubleshoot and resolve Incidents & Service Requests.
3. Perform Root Cause Analysis of Problem Tickets.
4. Manage incident queues & incident intake channels.
5. Take ownership of incidents & communication with customers as required.
6. Respond in a timely fashion to reactive or proactive incidents.
7. Write re-usable Knowledge Articles for Incident and Service Requests handled.
8. Detail accurate information in case documentation.
9. Coordinate internally with other support groups in a timely fashion.
10. Capable to lead the team.

Skills and Qualifications Required


1. Good experience in a production support/application support role.
2. Possess good hands-on experience of SQL and Unix, Shell Scripting.
3. Good understanding and exposure to Monitoring tools (Geneos/Grafana/Splunk) and Scheduling tools (i.e Control M/Cronjobs).
4. Knowledge of ITIL based Production Support (i.e Incident, Change Management etc).
5. Experience/skill to interact with multiple Stakeholders (Good communication and coordination).

Work Environment


Based in Letterkenny, Co. Donegal, this is a permanent role offering competitive salaries, including pension, health care, life insurance, laptop, phone, access to extensive training resources, company discounts, on-site parking, and other benefits.

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