Application Support Lead

3 weeks ago

Nottingham, United Kingdom Experian Full time

Company Description
**Who are Experian?**

We are the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

**Our approach to flexible working**

We care about work that works, whether that’s about where you work or adjusting your hours to fit better with your life. Our flexible working practices, including our hybrid working model where you can split your working time between the office and your home, support our belief that this balance brings long-lasting benefits for our business as well as ensuring that our people can balance successful careers with their commitments and interests outside of work. So that you can love where you work, please discuss what works for you with your recruiter during the hiring process.

**Accepting you, for you.**

We want you to feel accepted for who you are and to feel safe, valued and to help us build a culture of true belonging. Experian is proud to be an equal opportunity employer and we take affirmative action to create a more inclusive and equitable world of work. We are committed to equal employment opportunities regardless of age, disability, gender identity, marital status, race, ethnicity, faith or belief, sexual orientation, socioeconomic background, Veteran status or whether you’re pregnant or on family leave.

**Job Description**:
Working closely with other teams, a Technical Support Lead leads major incident service restoration activities, offers technical guidance and works with other cross functional areas to resolve service problems as quickly as possible. Deep product knowledge will be critical in investigating the root cause of major incidents to mitigate the risk of repeat service issues.

Direct client interaction is a key part of this role to deliver excellent service and manage customer expectation effectively. Dedicated service ownership for our top strategic clients also features, often requiring collaboration with other teams throughout the organization to deliver a joined-up service.

Provides technical input in the early stages of the Software Development Lifecycle, to request that proposed projects can deliver systems that meet the service needs of the customers. Accountable for Operational Readiness sign off for new services and amendments to existing services to ensure the smooth handover to the support function.

Takes ownership of continuous service improvement and value-add opportunities, using customer feedback where possible.

There is direct line management of 3-8 direct reports and a strong requirement to achieve customer service through others.

**Essential Duties and Responsibilities**
- Root cause analysis completed within agreed SLA and appropriate mitigation documented/acted upon to prevent reoccurrence
- Incidents and Service Requests resolved within agreed Service Level Agreements (SLA)
- Ensure resolutions provided meets customers’ requirements and adheres to quality standards
- Knowledge documentation maintained to enable efficient delivery of customer service
- New deliveries are transitioned into support using Operational Readiness practices ensuring service orientated non-functional requirements are included
- Responsible for ensuring best practice approach to incident/problem management delivered through outsourced teams and continual service improvement.
- To provide technical consultancy to business partners throughout the incident/problem management process.
- Provide 2nd or 3rd line support for multiple products and systems.
- Mentor support team, provide training on area of technical and product expertise.
- Responsible for constant improvement of the level of knowledge and skills within the support teams.
- Facilitate and drive performance management processes

**Qualifications**:
**Essential Skills**
- Degree Level or equivalent experience
- Strong Analytical skills
- Practical experience of ITIL processes for Incident and Problem management
- Strong knowledge and practical experience of one or more technologies (Windows, Linux, Web Services, IIS, Apache, SQL, etc.)
- Proven ability to analyse problems and identify/communicate root cause
- Strong communication and leadership skills
- Ability to mentor and train other members of team on areas of technical and product expertise
- Proactive in attaining

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