Application Support Team Leader

7 months ago


Hatfield, United Kingdom Ocado Group Full time

**
**Lead Application Support Analyst | System Operations | Hatfield | Hybrid (2 days office)**

***About us**:
***About the role**:
The successful applicant will have had experience in the following areas (with customer-facing skills preferred, ideally):

- Managing a internal team of Application Support Analysts
- Strong troubleshooting and problem solving skills.
- The ability to support end users with the above and liaising with third parties vendors for escalation.
- Configuration Management.
- Experience in ITSM frameworks and how support and change is delivered.
- Fully aware and capable of finding root causes to issues and liaising with cross functional teams within Group IT.
- Identifying and documenting business requirements and configuration.
- Support the Vendor through full testing lifecycles and Go Live including test script creation.
- Assist with risk management and change management on projects.
- Advising users on options, risks, and any impacts on other processes or systems
- Completing tasks efficiently and in a timely manner
- Work closely with business users for continual service improvement. Building rapport and credibility.
- Manage your queue of incidents through to resolution. Ensuring that the resolution is fully documented and working with vendors if you are unable to resolve yourself.
- The ability and experience of impact assessments of change.
- Document key process and How to Guides to support other team members and knowledge share as the team grows.

***What we're looking for**:

- Troubleshooting problems, including functional replication of issues
- Experience of change control management
- Experience of release management
- Ability to communicate effectively with end users and senior management
- Professionalism: Being responsive, reliable, and putting the customer first. People you can depend on.
- Expertise: A commitment to using the right trusted resources.

***What do I get in return**:

- 30 Day 'work from anywhere' policy +
- Remote working for the month of August
- 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
- Pension scheme (various options available including employer contribution matching up to 7%)
- Private Medical Insurance
- 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete)
- Train Ticket loan (interest-free)
- Cycle to Work Scheme
- Opportunity to participate in Share save and Buy as You Earn share schemes
- Income Protection(can be up to 50% of salary for 3 years) and Life Assurance(3 x annual salary)


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