The role will have the responsibility to ensure all active solutions are compliant to required process and audit standards, will manage all incidents and changes at Level 2 and Level 3 support layers, effectively resolving issues, and ensuring changes are deployed with minimal impact to the business.
The ideal candidate will collaborate closely with the solution architecture, software development & QA teams to foster a streamlined and efficient response to incidents and changes whilst driving learnings into existing and new solutions built.
Qualifications and Skills:
- 3 years+ experience in leading a software application support function within a Level 2/3 capacity.
- Previous experience as a Software Developer or working within a Software development team
- Extensive hands-on experience in supporting and managing software applications in production environments.
- Certification in ITIL (minimum ITIL Foundation; Intermediate or Expert Level preferred).
- Advanced troubleshooting skills for diagnosing software issues, including log analysis, database querying, performance monitoring, security monitoring
- Proficiency in tools such as ServiceNow, Jira, Splunk, and Application Performance Monitoring (APM) tools.
- Strong understanding of software development lifecycle (SDLC), application architecture, and systems integration.
- Ability to script and automate repetitive tasks (e.g., bash, PowerShell, Python).
- Experience with cloud technologies (AWS, Azure, GCP) and containerization platforms (Docker, Kubernetes) is a plus.
Key Responsibilities:
- Drive an AI first Platform support culture driving high focus on support automation
- Manage software application-related incidents at a Level 2 and 3, ensuring troubleshooting and resolution within agreed service levels (SLAs) is performed
- Manage MIM, Stakeholder communications and Escalation management as required when Incidents occur to ensure communication is at a high standard.
- Collaborate with development teams to perform detailed root cause analysis (RCA) for complex or recurring application issues, implementing corrective actions to prevent reoccurrence.
- Monitor application performance, logs, and alerts to proactively identify and mitigate potential issues.
- Document incident resolution processes and update knowledge bases with an AI automation mindset to empower teams with improved first-time fixes.
- Communicate incident status, impact, and resolution progress clearly to business stakeholders and management, ensuring alignment across the Software Delivery Team.
- Implement standard KPIs, dashboards and reporting (MTTR, change success rate, SLA/OLA compliance, knowledge usage) and run regular reviews to drive continuous improvement.
- Manage and oversee application changes within the Software Delivery Team, ensuring thorough assessment, planning, testing, and deployment of updates, patches, and feature releases.
- Perform post-implementation reviews (PIR) to identify successes, failures, and areas for improvement.
- Perform regular Audit compliance health checks of platforms supported to ensure relevant support compliance are maintained pro-actively (Support Matrix, Access, Process & Documentation, Logging & Monitoring & Solution Activity)
