IT Apps Support Lead

FILINVEST COMPANY: CORPORATE TECHNOLOGIES, INC.

JOB SUMMARY: 

The Lead, IT Application Support provides leadership to manage the day-to-day delivery of application support across multiple applications. Primary responsibilities include application support, problem management, as well as application maintenance. He/She ensure that the business application systems, are developed, maintained, and supported in order to achieve the efficient and effective delivery of services and information.

DUTIES AND RESPONSIBILITIES:

LEADERSHIP

1. Leads an individual or team ensuring they meet and exceed SLAs (Service Level Agreements)

• Adheres to group standards and drives compliance across the group
• Ensures all service requests are allocated to individual team members based on skills and availability of resources
• Tracks requests to closure in order to meet SLAs or commitments
• Escalates Very High (VH) failures and severe performance issues, and endeavors resolution of critical issues

TECHNICAL

1. Provides Implementation/Roll-out Support

• Provide support in delivering the system into production via established changed management/version control processes
• Provide support to users during system roll-out

2. Provide Maintenance Support

• Prioritize and resolve day-to-day system issues and client requests according to standard processes
• Provide alternative solution or workaround, as needed
• Monitor and manage SLAs
• Initiate service improvement actions
• Effectively manage client expectations and escalate where appropriate

EDUCATIONAL ATTAINMENT

College degree preferably in Computer Science, Computer Engineering, BS Information Technology (or related 4-year course)

WORK EXPERIENCE

• Minimum of 1 year experience supporting application systems
• Minimum of 1 year experience in VB.NET and MS SQL/MySQL
• Experience in one or more of the following technologies will be an advantage: HTMLS, Cascading style sheet (CSS), Adobe ColdFusion 10, Delphi Programming Language, Java/PHP Scripting
• Exposure to delivering enterprise level business wide support services