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Application Support Manager

3 months ago

Redcar, Redcar and Cleveland, United Kingdom Imperial Recruitment Group Full time
Position Overview:
As an Application Support Manager, you will play a pivotal role in overseeing the development and support of applications within the organization. This position reports directly to the Head of Digital and is integral to ensuring the efficiency and effectiveness of application services.

Key Responsibilities:
1. Collaborate with the leadership team to establish an optimal support framework for all applications, aiming for operational efficiency and scalability.
2. Streamline the existing software architecture to enhance the performance of the application support team, enabling the organization to manage and report on its assets confidently.
3. Implement a comprehensive reporting system to evaluate the effectiveness of the application support team throughout the contract lifecycle, including:
    a. Management of Service Level Agreements (SLAs)
    b. Configuration of alerts for proactive issue monitoring
    c. Root Cause Analysis (RCA) for support tickets
4. Deliver enhancements, support, and monitoring for all applications, working closely with the Product Owner to prioritize the product backlog and ensure timely service delivery.
5. Maintain and nurture relationships with application support providers, overseeing SLA management, change management, and resource allocation.
6. Supervise third-party vendors to ensure effective application support and delivery.
7. Develop and implement application monitoring strategies, ensuring timely responses to alerts.
8. Manage data repositories for operational data across various business units, defining the necessary tools and infrastructure for application support providers.
9. Create software architecture maps to provide clarity and direction for the business.
10. Facilitate the onboarding of third-party application support teams, ensuring seamless collaboration with internal teams.
11. Provide out-of-hours support for digital and technology systems.
12. Collaborate with the Data Science team on key projects, ensuring efficient management of the application support team to align with future project plans.

Qualifications:
- A degree in Computer Science, Mathematics, Physics, Economics, or equivalent industry certification with proven experience.
- Proficiency in Agile methodologies.
- Familiarity with .NET, Angular, and CosmosDB.
- Strong SQL skills; experience with Visual Basic and Classic ASP is a plus.

Conclusion:
This role is essential for ensuring that the organization has the necessary access to data and skills to utilize information securely and effectively. The Application Support Manager will focus on simplifying complex services and applications, thereby reducing outages and enhancing support efficiency.