Applications Support Manager

3 weeks ago

Harmondsworth Greater London, United Kingdom myGwork Full time

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. Company Description The British Airways (BA) Delivery team is part of BA Digital within the International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky.
Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our colleagues, accelerate business performance, increase shareholder value, and protect our business through the innovative and agile use of technology and data.
Together we are building a better BA (British Airways).
Job Description As an Application Support Manager, you will be working with our Product teams in one or more of our domains within the BA Digital Delivery Team to bring agile change to life and apply SAFe as an overarching umbrella.
The Application Support Manager holds a pivotal role within our organisation, ensuring seamless planning, implementation, and production support. You are entrusted with the accountability of coordinating closely with end-user clients to foster robust relationships, and diligently responding to both critical and routine application support requests. Your role is instrumental in liaising with software vendors and consultants, ensuring that development and support processes are well-coordinated and align with the organisation’s standards and objectives.
The candidate will exhibit a profound understanding of application support dynamics. By interfacing effectively with external vendors, consultants, and internal stakeholders, you ensure that the application environment remains robust, secure, and well-supported. Your role is not merely about managing support operations, but about creating a conducive environment for continuous improvement and collaborative problem-solving, thus contributing significantly to BA Digital's success.
Oversee the team responsible for supplying BAU information , guiding the development and implementation of system enhancements and agile delivery regarding production support requests
Ensure the active inclusion of support and non-functional requirements in epics, determining how capabilities will be supported
Provide expertise and support in AWS optimisation to enhance cloud-based functionalities
Lead the provision of configuration and maintenance services for SharePoint online and other systems as indicated
Define and implement streamlined support processes, operating procedures, and best practices for application management , while ensuring active and effective business ownership of applications
Manage the liaison required for the progress of business change related to system updates and changes involving the Applications Support team
Act as a decision-maker on the performance of the Applications Support team and recommendations to the IT leadership team for improving the service
Foster and cultivate relationships with customers and stakeholders , including establishing and maintaining a 'community of users' network
Lead and manage the Applications Support team , ensuring timely communication, efficient resource allocation, and alignment with BA values
Demonstrate exceptional interpersonal and communication skills , ensuring clear and effective communication across all levels of the organisation, facilitating cross functional collaboration, and building strong relationships with both internal teams and external stakeholders
Showcase a high degree of emotional intelligence, adapting to different personalities and situations , understanding and valuing diverse perspectives, and promoting a culture of respect and understanding within the team and the broader organisation
We are looking for individuals with ability to provide both a technical and a commercial focus, with the ability to analyse and understand complex business processes, drive change assessment, and
This role may require some travel and working from multiple sites/locations within UK and
You must be willing and able to travel to participate in meetings, workshops and other related activities.
Recognised Agile qualifications (SAFe)
Understanding of a broad range of off-the-shelf (OTS) applications like the Microsoft suite, including D365, MS Teams, SharePoint and Azure DevOps (Kanban) as well as internally built systems in the process of being replaced by OTS where possible
Sufficient technical ability to understand a board range of legacy technology systems so that incidents and change requests can be described and correctly triaged to the appropriate third level support/development group
ITIL service management experience and ITIL certification to a minimum of foundation level
Experience with Windows 7, Windows 10, SCCM, Office 2013/2016, Active Directory, Group Policy, Antivirus, Desktop and Laptop Hardware
Understanding of the Software Development Life cycle (preferably Agile)
Fluent written and spoken English
Experience managing an IT Support or Application Support team
Extensive experience in Reporting, Trend Analysis, Problem and Change Management
Experience training end users and stakeholders on how to use bespoke applications
Experience of working in digital product and Product teams, exposure to and involvement in SAFe Agile a distinct advantage

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