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Date Added: Fri 04/06/2021

Application Support Manager

York, UK
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Job Type: Permanent

Salary: £35000 - £50000 / annually

Application Support Manager

Our client who are a leading insurance organisation who have a global presence require an Application Support Manager who will take a customer facing role working with the internal and external teams providing support and troubleshooting for all Group technology applications. The role is customer-facing and places a high degree of emphasis on problem solving, service delivery, and relationship management.  You will engage with internal IT teams, business units, and external service providers to ensure that our stakeholders are receiving high-levels of application based service.

This role will be pivotal in ensuring that the change and BAU teams can work efficiently, responding to major incidents without affecting the output on project related matters. This will require exceptional organisational skills and the ability to document processes for colleagues and new starters to pick up the business way of working.

Role responsibilities:

  • Responsible for monitoring and maintaining the health of Group Data Engineering applications to ensure availability, performance, and capacity service levels are met and maintained.
  • Maintain a close working relationship with users, third parties, vendors and stakeholders by assisting with inquiries related to application operations, issues, and workflows.
  • Ensures the relationship between the business and IT is open, trusted and effective in understanding both sides perspectives and how best to work collaboratively to the benefit of the business
  • Prepares metrics reports on application performance and availability, ticket trends, recurring incidents, and how these measurements reflect against target SLAs.
  • Collaborate with the project delivery and environment manager to plan production change releases

Skills required:

  • General knowledge of software development principles, database management, data warehouse, middleware, and server configuration (experience of Microsoft SQL Server technologies is beneficial).
  • Basic ability to write and execute SQL queries
  • Familiarity with monitoring tools
  • Proven experienced within an ITIL environment
  • Demonstrate strong analytical thinking and the ability to solve complex technical problems across multi-tiered enterprise applications.
  • Has a passion for customer service and understands the value of delivering quality application services.
  • Comfortable interacting with senior management and stakeholders on a day-to-day basis. This includes representatives of other IT teams, business units, and external 3rd-party service providers
  • Possesses excellent written and verbal communication skills, with an emphasis on the ability to translate complex technical issues into language easily understandable to business stakeholders.
  • The ability to act as an escalation point for third party IT teams and business stakeholders alike.
  • Good experience of using Jira, Confluence, MS Teams or similar collaboration tools
  • Experience of data/system integration and a strong ability to identify dependencies
  • Confident operating within an agile development processes
  • Exposure to large scale projects/programmes and working in a matrix environment with 3rd party suppliers
  • Hold relevant industry qualifications (e.g., ITIL, PRINCE2)

Application Support Manager

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