Application Support Lead (6-8 yrs)

Application Support Lead

Key Responsibilities :

- Managing the team responsible for providing Support for WL Applications and Services, performing investigations, resolving customer issues and addressing customer queries in line with agreed Service Level Agreements.

- Ensure operational activities are conducted including regular monitoring of WL Applications, ensuring the stability of the service (Running processes, maintaining resources, viewing process and software robot logs etc.) and where required taking proactive actions to minimise impact to clients.

- Prioritize teams workload, including planning the testing of fixes.

- Ability to manage incidents and where required to own and escalate out of hours severity issues, in alignment with the Major Incident Management process.

- Ensure compliance with the Automation CoE policy, standards, and guidelines.

- Ensure adherence to ITIL policies and processes such as change management, incident management and problem management.

- Provide concise reporting to Head of Application support and the CoE team.

Essential Skills :

- Industry recognised qualifications in IT and have 3 - 5 years experience in Team management and over all 6+ years experience.

- Have experience with RPA products and possess understanding of technical concepts in the following areas UI Path, .NET, C#, SQL, Software Design, and Data analytics.

- Knowledge of Incident Management, Change-Management Process, knowledge of ITIL standards.

- Excellent understanding and application of development standards, testing, change and release cycle.

- Strong attention to detail and analytical skills.

- Excellent communication skills.

- Proven ability to independently overcome obstacles and resolve complex problems.

Desired Skills :

- Relevant technology qualification highly desirable such as Program Management Professional, ITIL or

Prince Practitioner or equivalent experience.

- Exposure to working in a virtual Global team.

- Excellent understanding of the process landscape and SDAs.