Position
Title: Application Support Team Leader
Location: Sydney
Department: Development
Reports to
(Title): Service Delivery Manager
General Purpose of the Position
• The Level 2 Applications Support team is responsible for the support of 1-Stop applications and to work closely with the Customers Service Representatives to resolve issues and perform customer engagements.
• Representatives of this team will manage the 1-Stop application suite regarding priorities and importance of issues identified and will be responsible for managing the resolution to these issues.
Together with the Level 1 Customer Service team, this team makes up Service Delivery Dept whose goals are to be:
• Specialists: Having a firm understanding of the business operations and how the 1-Stop service supports the business
• Pro-Active: Always being ahead of the customer and identifying issues and resolving them before the customer sees them
• Efficient: Discovering, documenting and sharing all experiences so that the time taken by all team members is continually reduced
• Accountable: Being held accountable for the ownership of the services that we provide and never assume someone else will fix this problem/issue
• Responsive: All members of the department will always display stellar service to our customers by acknowledging the customer's situation, appreciating working with the customer, affirming what the customer has said or done, and assuring them of great customer service
The Application Support Team leader is responsible for working with team members to: - Monitor, report and perform checks on system to identify areas of improvement to customers and 1-Stop
- Own the change management process and enforce that the procedures are followed by all teams to ensure a stable system
- Ensure complete business continuity for all 1-Stop applications - Ensure that the team’s KPIs are achieved
Essential Duties & Responsibilities
Perform and manage the customer engagement process
Ensure cases, bug-fixes and minor enhancements statuses are updated in the support system. This will require liaising with developers to estimate the delivery time frames and implications.
Help recommend functional specifications in conjunction with the project team for small changes to the 1-Stop applications (In the form of a work request).
Qualifications
[R] = Required [P] = Preferred
3+ years application support experience[R]
Demonstrated application support experience, preferably in a 24x7 environment [R]
Change-management experience, including appropriate prioritising and some risk analysis [R]. Experience in the use of an issue logging and tracking system [R].
Competent SQL query and update skills [R] Competent Unix command skills [R] Basic PHP programming [R]
Experience with EDI messaging applications and PHP/Java web applications [R] Basic .Net architecture knowledge [R]
Replicate production issues in the support or test environments to provide detailed information for the development team to resolve issues.
Pro-actively identify areas for improvement in the system to improve on the 1-Stop application suite. Perform regression testing on releases of new software.
Manage the Knowledge base repository for applications under your responsibility.
Continually look for new and innovative solutions to deliver to the 1-Stop businesses cost-effective and efficient systems to match the changing business needs.
Documentation of system support procedures for the 1-Stop applications Work within and report on the department KPIs that are set by management
Co-ordinate and lead team meetings to track team's performance and identify ways to reduce workload Work with Projects team to document and handover new work requests to the Service Delivery department Responsible for technical support in being able to read code and recommend specific code changes
Liaise closely with the development team to provide direction on changes and fixes to the application. Perform functional testing of changes to the applications by the development team.
Monitor the system and ensure it is functioning correctly on a daily basis.
Document all issues in cases and decide if a Bug, ad-hoc fix or enhancement needs to be raised to the development team.
Complete assigned tasks or projects to ensure the best solutions keeping in mind the interests of 1-Stop. Responsible as a stakeholder for Sign off on all User acceptance testing
Liaise with the Customer service team, Development team to ensure assigned tasks are delivered in an appropriate and timely fashion.
Liaise with key business owners on new systems design, current systems issues, as appropriate and where relevant.
Provide a sufficient level of technical analysis to identify the cause of issues in the 1-Stop applications. Assign cases and tasks to team according to priority
Participate in stakeholder SLA review meetings
Provide escalation point for second level support team members and customers Other duties as directed from time to time
Basic High Availability (HA) architecture understanding [R] Experience in leading a team [P]
A degree or equivalent experience in Computer Science. [P].
Competency Level Behavioural
Skill Sets Skill Definition None Basic Intermediate
Fully
Competent Value Add
Spoken Communi-cation
Clearly present information through the spoken word; influence or persuade others through oral presentation in positive or negative
circumstances; listen well.
Analytical Problem Solving
Use a systematic approach in solving problems through analysis of problem and evaluation of alternate solutions; use logic, mathematics or other problem-solving tools in data analysis or in
generating solutions.
Organisation and Planning
Organise or schedule people or tasks; develop realistic action plans while being sensitive to time constraints and resource
availability.
Coping
Maintain a mature, problem-solving attitude while dealing with interpersonal conflict, hazardous conditions, personal rejection, and hostility or time demands.
Written Communi-cation
Write clearly and effectively present ideas and document activities; read and interpret written information.
Leadership
Influence the actions and opinions of others in a desired direction; exhibit judgment in leading others to worthwhile objectives.
Technical
Skills Skill Definition None Basic Intermediate
Fully
Competent Value Add
SQL
Competent SQL query and update
skills [R]
Unix
Competent Unix command skills
[R]
PHP Basic PHP programming [R]
.Net
Basic .Net architecture
knowledge [R]
Work Based Competencies None Basic Intermediate
Fully
Competent Value Add
Prioritise and track issues [R] Excellent time-management skills [R]
Experience in web-based applications and environments [R].
The ability to quickly learn new software applications including the business processes
surrounding them and their application at a business level [R]. A desire to see a task through to completion including maintaining any necessary reporting tools [R]. Good communication and interpersonal skills [R] Eye for detail and a sense of urgency [R]
Strong analytical, problem solving and conceptual skills [R]
Management and leadership attributes [P]
Proficient in all Microsoft Office applications including MS Projects, Word and Excel [R]
EXAMPLE Required for Junior Required for Established Required for Senior
Competency
Level
Definition
None Zero to small exposure to this skill
Basic Has had at least 6 months experience using this skill
Intermediate
Has successfully completed a course and has between 6 months 24 months experience constantly using this skill
Fully Competent
Has successfully completed a course and has between 24 months & 5 years experience constantly using this skill
Value Add
Has successfully completed a course and has in excess of 5 years experience constantly using this skill
