Key Responsibilities:
- Lead and manage the application support function, ensuring timely resolution of incidents, service requests, and problems.
- Serve as the escalation point for complex application issues and work with infrastructure and development teams to resolve them.
- Ensure all applications are performing optimally and meet agreed service levels (SLAs).
- Maintain and improve support processes aligned with ITIL or other best practices.
- Oversee change, release, and deployment planning from a support readiness perspective.
- Collaborate with business stakeholders to understand application usage, pain points, and upcoming needs.
- Ensure incident logs are maintained and up to date.
- Monitor system/application health, performance and usage patterns.
- Drive root cause analysis for recurring incidents and implement preventive measures.
- Support compliance, data integrity, security and audit requirements within application environments.
- Contribute to system and process improvements.
Requirements:
- ITIL Foundation (or higher) is required. Project management certification (e.g. PMP, PRINCE2) is an advantage.
- 6+ years of experience in application support with at least 3 years in a managerial or team lead role.
- Experience supporting enterprise business applications
- Strong troubleshooting and analytical skills.
- Understanding of application architecture, integrations and databases.
- Strong working knowledge of JIRA Service Management.
- Proven ability to manage incidents, coordinate responses, and lead post-incident reviews.