Application Support Lead

Job Responsibilities: - Oversee the application support team while collaborating closely with the development and operational support teams to ensure swift service restoration. - Take ownership of issues, maintaining accountability until services are fully restored. - Lead and manage the problem management process, conducting root cause analyses to prevent recurring issues. Systematically diagnose problems, identify their underlying causes, and implement permanent solutions. - Enhance future issue resolution by creating detailed knowledge articles and delivering training sessions to the team and colleagues. - Ensure service delivery aligns with established SLAs, continuously seek ways to improve service efficiency, and identify opportunities for enhancements to present to the Head. - Evaluate the risks associated with production network changes and challenge them when necessary to safeguard operations. - Establish and maintain robust procedures and processes within the application support function, adhering to relevant departmental and organizational policies (e.g., change control, security, auditing, release, configuration, problem, and incident management). - Mentor and develop the team, fostering strong application support skills and encouraging high performance.