Applications Support Lead

3 months ago

Manchester, United Kingdom NCC Group Full time

Role purpose

You will be responsible for the day to day management of the Application Support Analysts ensuring that NCC Group employees, receive a high standard of service and support.

Key accountabilities:

- Build relationships with key stakeholders to understand support required by Service Desk, to help provide and maintain a high degree of customer service for all support queries.
- Responsibility for Incident, problem, and change management within your Team.
- Contribute to project management tasks.
- Providing front end support to NCC Group employees.

Functional and technical skills:
You must be willing to travel to NCC office locations globally and stay away from home on occasion.

**Skills**:These 4 skill levels tell you about the level of expertise required for the job role at that level:

- Awareness. You know about the skill and have an appreciation of how it is applied in the environment.
- Practitioner. You know how to share your knowledge and experience of this skill with others, including tools and techniques. You can define those most appropriate for the environment.

Skills needed for this role
- Availability and capacity management. You know how to manage service components to ensure they meet business needs and performance targets. (Relevant skill level: working).
- Business analysis (IT operations). You know how to investigate problems and opportunities in existing processes and contribute to recommending solutions to these. You can work with stakeholders to identify objectives and potential benefits. (Relevant skill level: practicioner)
- Change management. You can deal with high-impact, complex change requests. You know how to ensure that release policies, procedures and processes are applied. (Relevant skill level: practitioner)
- Continual service improvement. You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions. (Relevant skill level: working)
- Incident management. You can lead the investigation and resolution of incidents. (Relevant skill level: practitioner)
- Ownership and initiative. You can take accountability of issues that occur and be proactive in searching for potential problems. You know how to achieve excellent user outcomes. (Relevant skill level: practitioner)
- Problem management. You can initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. You can determine the appropriate remedy and assist with implementation of it as well as preventative measures. (Relevant skill level: working)
- Service focus. You can take inputs and establish coherent frameworks that work. (Relevant skill level: working)
- Service Management Framework knowledge. You have a Level 3 Service Management Framework qualification (or equivalent) and knowledge of life-cycle and / or capability elements of ITIL (Information Technology Infrastructure Library). (Relevant skill level: working)
- Technical specialism. You know how to draft and maintain procedures and documentation. You can set standards for definition, security and integrity of objects and ensure conformance to these standards. (Relevant skill level: practitioner)
- Testing. You can manage planning of system and/or acceptance tests, coordinating both functional and non-functional specifications. You can provide authoritative advice and guidance on test planning and can identify the process improvements and contribute to definition of best practice. (Relevant skill level: practitioner)
- User focus. You know how to collaborate with user researchers and can represent users internally. You understand the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to be used. (Relevant skill level: practitioner)

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