Application Support Manager

Job description / Role

-Position Summary

The Application Support Manager is a hands-on leader with a passion for supporting technology solutions. They lead a team to provide Level 2 and 3 application production support for core business systems and drive ITIL focused process improvements to deliver standard process execution across application support through incident, problem, release and knowledge management.

-Principal Accountabilities

Application Support
Manage a team to support the Card Management and Front and Back Office systems including the corporate Web site, Internet banking and other customer facing portal solutions. Establish and own production support processes, policies and procedures. Ensure production issues are prioritised appropriately and resolved in accordance with defined SLAs.

Application Infrastructure
Manage administration of the distributed application infrastructure, ensuring an appropriate architecture is maintained.
Implement and maintain application monitoring, focusing on stability, capacity and quality of service.
Ensure that Disaster Recovery capabilities are maintained and up-to-date and manage Systems Development work streams for DR tests.
Participate in software audits and drive the resolution of any resulting items.

Change Management
Deliver application RFCs in accordance with the organisation’s Change Management processes.

Release and Deployment Management
Ensure quality project handovers from delivery teams to Production Support after all project activities are complete, including monitoring adherence to architecture standards and the SDLC. Define the documentation and standards that must be adhered to and work with Technical Delivery Managers to ensure they are kept up to date and aware of the requirements.
Coordinate and schedule the deployment of services into live operations. Account for all business priorities when scheduling an application or change release into production.

Service Level Management
Define, maintain and communicate Service level Agreements (SLAs) for all Systems Development services and all related Operating Level Agreements (OLAs), Underpinning Contracts (UCs), Support Models and documentation.
Responsible for the creation, status monitoring and tracking of Service Acceptance Criteria for new/modified IT Services
Resolution of service escalations and issues for IT users/customers.

Supplier Management
Ensure quality and cost effective services from third party suppliers. Manage support budgets as required.

Knowledge Management
Define and enforce Knowledge Management policies, procedures and tools to improve efficiency by reducing the need to rediscover knowledge.
Ensure that post change and incident lessons are recognised, documented and circulated to enable the wider team to capitalise on each project experience where appropriate.

Leadership Responsibilities
Recruit and train staff and ensure that the team’s technical capabilities support business goals. Develop staff by identifying strengths and abilities, providing feedback, career planning, establishing specific work goals, and carrying out performance evaluations.
Foster a positive team environment and motivate staff to attain goals, pursue excellence and work effectively.
Effectively prioritise, delegate / execute tasks in a high pressure environment.
Maintain a proactive approach and work under own initiative.
Build and maintain positive relationships with key business partners.
Advocate change.

-Problem Solving/ Decision Making
• Evaluate situations using multiple sources of information
• Conceptual and innovative thinking to develop ground-breaking solutions
• Candidate has full authority to make decisions and act in accordance with the job accountabilities (including the points listed below) and in full coordination with project managers, project leaders, the Head of System Development and the Chief Technology Officer when necessary.
• Prioritize work to accommodate IT and customer (the business) needs
• Develop and implement methodologies and techniques that improve efficiency and enhance productivity relating to technical studies and the systems development process
• Identify potential problems before they occur and implement solutions
• Review workload and staffing requirements, make recommendations regarding employment, promotions, salary adjustments, and termination.
• Perform employee counselling and work performance evaluations

Salary: 60-65 USD annually & benefits and bonus

Requirements

Mandatory Skills and Experience:
• 10+ years Professional IT experience
• 5+ years hands-on development experience of which 3+ years should be in Java / J2EE environment
• 3+ years in Powercard
• 3+ years in at least two of the following products:
- WebSphere Application Server
- WebSphere Portal Server
- WebSphere Process Server (IBM BPM)
- WebSphere Message Broker
- WebSphere MQ
- Oracle
• Good understanding of the technical aspects of high-availability environments including network, clustering, security and database technologies/concepts.
• Knowledge of software development lifecycle methodologies (e.g. Waterfall, Iterative, Agile)
• Proven experience of managing Systems Developers and/or Application Support Analysts with the aptitude to build a successful high-performing team
• Hold a formal ITIL qualification and quantifiable experience in all aspects of service delivery including working knowledge of service management functions such as Service Transition and Service Operation.
• Experienced in the production and maintenance of SLAs/OLAs/UCs/Service Support Plans, and supporting transition of new/modified IT Services in a service operation.
• Personally resilient to manage demanding customers at all levels, excellent negotiation skills
• Strong oral and written communication skills
• Strong conflict resolution, time management, crisis management, and meeting facilitation skills.
• Proven vendor management skills
• Excellent analytical and problem solving abilities
• Appropriate degree in Computer Science, Information Technology or equivalent.
• Professional certifications in the relevant technologies will be an advantage.

About the Company

Building businesses, changing lives

At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.

Who we are.

We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.