My client a leading Insurer in the London Markets is currently looking for an Application Support Manager.
The Application Support Manager will oversee an evolving team of Subject Matter Experts and Application Support Analysts of varying seniority. The role will own the support function for all of their applications along with driving key Cloud adoption and Application Modernisaton work streams.
This role will provide third level application support, oversight and application administration of a multiple-site organisation.
Education & Experience
Working knowledge of core Microsoft technology SQL Server; .ASP.NET; .Net 3.5; and web services.
Strong experience of team management
Experience of working with off-shore service providers
Excellent analysis and trouble-shooter.
Excellent oral and written communication skills.
Thorough knowledge of ITIL Service Management methodology
At least 5 years' experience in a relevant field
Experience of Financial services systems
Experience of working within a Matrix organisation
Educated to degree level in relevant subject
The job holder will prioritise Incidents across the team, ensure Problem records are completed In a timely fashion and complete all managerial duties as required.
Manages team of support professionals and third party contractors where applicable.
Monitor the provision of first to third line support for internal and externally supported systems.
Evolves the Application Support Function as demands change over time.
Lead application Modernisation strategy. Technology Re-Platform and Technical Upgrades.
Leverage Global resources for local benefit.
Supports the implementation of project applications and infrastructure into production and testing environments in collaboration with technical personnel to identify and resolve issues and provide technical support.
Provide peer review and approval for Changes into the UAT and production environments
Analyses user trends, issues and requests related to Business Applications and makes appropriate recommendations as part of service improvement plans.
Ensure the support process is fit for purpose and that incidents and problems are addressed in line with customer requirements and expectations.
Prioritise workload and communicate effectively with customers to manage their expectations and provide clear status updates.
Work with teams across IT and Operations to plan implementations of new releases and systems, and ensure a smooth handover of support.
Ensure that the impact of new releases on reporting and the Data Warehouse are assessed and addressed by the relevant teams.
This position will form a key member of the management team across IT and as such the job holder must:
Have a strong understanding of Cloud technologies and their adoption.
Align support needs to an evolving enterprise.
Employ a high degree of customer service, technical expertise and timeliness in response to work / support requests, problems, issues and approved / assigned change requests.
Have a detailed understanding of finance products and systems.
Be a customer focused self-starter, with excellent communication skills.
Able to facilitate successful outcomes across different teams.
Ability to communicate to senior staff and leaders across the organisation.