Company: NINETECH
Job Type: Permanent, FullTime
Salary: £50,000 - £55,000 per annum
Job Title: Application Support Team LeaderLocation: Remote, UK-basedSalary: £55,000
About Us:
Join this revolutionary SaaS provider's team, where you'll lead a dynamic group delivering exceptional technical support to both our valued customers and internal staff. We're seeking an individual with a blend of technical expertise, leadership prowess, and a customer-centric mindset to spearhead our Application Team.
Responsibilities:
As the Application Support Team Leader, you will:
- Take ownership of, manage, and resolve queries and incidents reported to the application team.
- Lead a team of 3 Application Engineers
- Provide timely and efficient 1st and 2nd line support to both customers and staff, ensuring SLAs are met.
- Promptly triage application team tickets, offering solutions or workarounds to incidents, problems, and requests.
- Analyze and diagnose issues to identify root causes, implementing solutions or escalating when necessary.
- Meet KPIs and SLA thresholds, working to reduce overall incident and request counts.
- Manage potential safety and major incidents throughout their lifecycle, maintaining logs of critical incidents.
- Collaborate with third parties such as vendors and subject matter experts for 3rd line support.
- Coordinate with the Delivery Manager and customers for product updates and changes.
- Identify and support process optimization opportunities, contributing to the implementation of proposed solutions.
- Maintain exceptional customer service skills, ensuring positive user experiences.
- Contribute to service management process improvement and product enhancement initiatives.
- Collaborate with team members to maintain organizational knowledge databases.
- Maintain accurate documentation of incidents, requests, resolutions, and procedures.
- Produce application team performance metrics and KPI reports for senior management and clients.
- Provide technical assistance and training to users on various software applications and tools.
- Conduct weekly Application Team review meetings, providing constructive feedback to team members.
- Develop and implement training programs to enhance the team’s technical skills.
- Collaborate with other departments to improve cross-functional communication.
Skills & Experience:Essential:
- Experience mentoring and guiding team members, preferably in an Application Team leadership role.
- Experience working in an ITIL environment
- Demonstrable troubleshooting skills at various support levels.
- Experience within a Software Development Environment and understanding of SDLC.
- Experience supporting bespoke application environments and familiarity with relevant technologies.
- SQL server/SQL query knowledge.
- Strong communication and interpersonal skills.
- Customer-focused attitude with a desire to support and resolve customer issues.
- Ability to take ownership of tasks independently and collaboratively.
- Ability to multitask and prioritize effectively.
- Experience with IT service management and project management tools.
Benefits:
- Competitive Salary: Up to £55,000
- Flexible Working Hours
- Remote Work
- Professional Development
- Health and Well-being
- Generous Annual Leave: 34 Days
- Pension Scheme
- Employee Assistance Program
- Social Events: Join regular team-building activities, social events
Interested to know more? Please APPLY immediately.