Job Description

The Systems Ops Team Lead will be responsible for designing, transitioning, high level maintenance and continual improvement of our Client's bespoke and off-the-shelf applications. Core responsibilities to include evaluating, analysing, recommending, implementing, tracking, managing and maintaining current applications, databases and new solutio...POSITION INFO:The Systems Ops Team Lead will be responsible for designing, transitioning, high level maintenance and continual improvement of our Client's bespoke and off-the-shelf applications. Core responsibilities to include evaluating, analysing, recommending, implementing, tracking, managing and maintaining current applications, databases and new solutions, and lead a Systems Team comprising of internal and outsourced expertise.Key Outputs:

• Lead a team of application support analysts in providing timely and effective support for all business-critical applications.
• Act as the primary point of contact for escalated support issues, ensuring prompt resolution and minimizing downtime.
• Mentor and coach team members to enhance their technical skills and customer service abilities.
• Collaborate with cross-functional teams to identify root causes of recurring issues and implement long-term solutions.
• Develop and maintain support procedures, documentation, and knowledge base to ensure consistent service delivery.
• Monitor application performance and health, proactively identifying and addressing potential issues.
• Coordinate with vendors and internal stakeholders to prioritize and implement application enhancements and upgrades.
• Conduct regular performance reviews and provide feedback to team members to foster growth and development.
• Act as a liaison between the support team and other departments to facilitate communication and collaboration.
• Prepare reports and presentations on team performance, service metrics, and improvement initiatives for management review.

xc3x82Qualifications and Experience:

• Proven experience in application support, with at least 2 years in a leadership or supervisory role.
• Strong technical expertise in troubleshooting, debugging, and resolving application-related issues.
• Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Demonstrated leadership qualities, including the ability to motivate and inspire team members, foster a collaborative environment, and drive results.
• Solid understanding of ITIL framework and best practices in application support and service management.
• Experience with incident management tools and ticketing systems.
• Working knowledge of SQL, scripting languages, SSRS, SSIS and web technologies, with at least 5 years experience.
• Ability to work under pressure and handle multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills, with attention to detail.

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