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Application Support Team Leader

2 months ago

Coventry, Coventry, United Kingdom Capita Full time

About the Role:

You will be responsible for leading a mid-sized team and will require an in-depth knowledge of support and supporting systems in a 24x7x365 environment. You will have the ability to work under pressure and own initiative and make tough decisions where necessary for the success of the business. A good general knowledge of hardware, infrastructure, operating systems, understanding of ITIL support processes and procedures, and excellent people management skills, with a committed want-to-succeed attitude and capable of driving the team to perform under pressure.

Key Responsibilities:

  • Managing a busy team of Technical Analysts from Junior to Senior
  • Ensuring that the team supports the business to defined standards and SLAs for Incident, Request, and problems
  • Ensuring that work has agreed and defined deadlines and that the team works to those deadlines
  • Ensuring that support documentation is up to date and fit for purpose
  • Ensuring that the team are trained on the job to handle cases from all disciplines supported by the team
  • Setting SMART objectives and measuring performance against the appraisal process

Requirements:

  • 24x7x365 client-facing high-throughput environment
  • Microsoft Azure Applications Management
  • A multi-terabyte SqlServer/Oracle environment
  • With Networking in a large organisational structure and leveraging relationships
  • ITIL working practices and procedures
  • Using Remedy or a similar Ticketing system
  • Working knowledge and working with 3rd party of Infrastructure and Networking Teams
  • Strong Team Leadership skills
  • Strong personnel management skills
  • Strong organisation, prioritization, and coordination effectively
  • Able to work under own initiative and make justified informed decisions

About Capita TSS:

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita's colleagues, businesses, and clients. We design, build, and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services – from working collaboratively with Capita's businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effectively and securely.

What's in it for you?

  • A competitive basic salary
  • 23 days' holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption, and shared parental leave, paternity pay
  • Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel, and technology
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform