Application Support Team Manager

Описание

We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft.

In 2018, for a fifth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

Position Title: Application Support Team Manager

We’re currently looking for an Application Support Team Manager to join our Sofia team on a full-time basis. This is an exciting opportunity to work within a growing application support team building a new team in Sofia. As Team Manager you will manage a team responsible for providing second line application support to our External and Internal clients, ensuring high system availability and performance of Experian’s identify and fraud products by building a successful team. The Application Support Team Manager is responsible for a team based in Sofia reporting into the Service Operations Manager in the UK.

The expanding role and variety of technical challenges that emerge daily ensures that your day to day tasks are rarely the same and offer great opportunities for innovation and experience within a FTSE 50, market leading organisation.

Responsibilities:
You will be part of a large Application Support Team spanning multiple offices. Your team will respond to and investigate technical issues using tooling and problem solving to resolve for internal users and clients.

There are no direct line management responsibilities, but there is a strong requirement to achieve customer service through others and represent the Service Operations Manager on site in Sofia. This includes leading performance management and mentoring conversations with the team.

You will be responsible for the teams’ training and knowledge levels, for tracking and managing the teams’ knowledge and ensuring documentation is maintained. You will mentor and support the team, providing training on areas of technical and product expertise. This will include creating personalised training plans and ensuring training objectives are met. You are responsible for constant improvement of the level of knowledge and skills within the team.

You will be responsible for ensuring the team deliver against a best practice approach to incident and problem management. You will be resposinble for and report on the team’s performance against core KPI’s and lead daily stand-ups and team meetings, listening to the team but also representing the broader management team on site. This will sometimes require difficult and challenging conversations.

The team will support multiple applications across thousands of servers with varying technologies and both Windows and Linux OS. You will interact with teams across the globe including server and networking teams, and work with these teams towards resolution. The team will provide accurate verbal and written communications direct to customers. It is important to take ownership of workload and manage time/priorities appropriately .

You will actively contribute to a culture where the fair treatment of customers is at the heart of the Experian business. You will take personal responsibility to ensure that you adhere to all regulatory requirements and apply appropriate controls in the interests of our customers.

Working closely with colleagues in delivery and support, and the development and business support teams to ensure the highest level of support is achieved. The team also provide out of hours support to our clients as part of an on-call rota which you will be required to contribute to.

Responsibilities include providing a commitment to the continual identification and delivery of service/process improvements that result in the delivery of tangible benefits. It is expected that activity in this area will not be restricted to the immediate team. Working and collaborating across the wider business communities, and amongst other business units where appropriate to deliver service improvements to our customers.


Requirements:
We are looking for an experienced and dedicated manager with a demonstrable track record and a genuine interest in application support. Someone with genuine curiosity and experience of diagnosing and resolving complex IT issues. You will have experience building a new team and appreciate the challenges that come with this task.

You will have a track record of managing a team that delivers great customer service. You will be able to communicate technical information effectively to a non-technical audience and have experience meeting service levels and reporting on performance.

You will be commercially aware and have practical experience of ITIL processes for incident and problem management. You will demonstrate advanced analytical and problem-solving skills and have strong technical experience. Strong troubleshooting and reasoning skills are essential. Strong management and people skills are essential.

You will be highly motivated and consistently take the initiative. You will take ownership of complex technical issues and use your team and knowledge of the business to deliver positive results under pressure. You will be results driven and goal oriented. You must be able to delegate appropriately and cope with delegated tasks from your manager. You will demonstrate excellent judgment, a willingness to make decisions, and ability to push back on others when required.

You will have a strong desire to build knowledge both personally and across the team. You will champion tools and processes, ensuring consistency within the team, and mentor junior team members. You will take accountability for your own development as well as the teams’ development and demonstrate consistent improvement.

Exposure to Splunk and Dynatrace, and knowledge of SQL and web service technologies is beneficial.

You will be willing to travel in line with business needs.

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Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784

Дата:

22.01.2020

Организация:

ЕКСПИРИЪН БЪЛГАРИЯ ЕАД
Фирма/Организация - Директно търсеща служители

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