Oferta pracy

Application Support Team Lead

AonO firmie

Rekrutacja zdalna

Rekrutacja zdalna

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Rekrutacja zdalna
  • Kraków

    Kraków, Lesser Poland
  • Ogłoszenie wygasło miesiąc temu
  • contract of employment
  • full-time
  • team manager

Technologies we use

Expected

  • ITIL

  • Application support

Operating system

Your responsibilities

  • direct line management and performance management for a team of application support analysts

  • manage the work allocation for the team (e.g. incidents, service requests, production releases) and ensure delivery within defined SLAs

  • responsible for working in accordance with the Aon Risk Management Framework, and compliance with Aon policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company

  • take ownership of major incidents and complex technology support issues and follow through to resolution

  • act as a point of escalation for the business and consult with other technology teams if additional expertise is required

  • translate technical incident details into customer focused communications

  • proactively review incident details to establish root cause and initiate potential improvements

  • coordinate application and infrastructure maintenance activities (often outside of core business hours) alongside other technology teams to ensure up to date, secure, and supported technology.

  • work proactively and maintain effective relationships with third level groups such as infrastructure (e.g. server, database) teams and external application vendors

  • provide coaching/mentoring to team members and guidance on career development plans

  • ensure documentation is maintained to aid the resolution of future issues and training of team members

  • initiate and drive forward internal process improvement initiatives to ensure a high quality and cost-effective service for the business

  • coordinate service transition activities on projects to implement new technologies or significant changes ensuring operational/support readiness for go-live

  • work with global ITIL processes (Incident/Change/Problem/Asset Management) to ensure adherence across the team and effective reporting/metrics.

  • engage with business stakeholders to review application service issues and share details of planned changes and improvements.

Our requirements

  • at least 5 years IT Support experience

  • experience in managing an IT team (Service Desk team, Service Management team, Application Support team)

  • good troubleshooting skills and ability to investigate previously unseen issues logically and methodically from first principle

  • good communication skills for dealing with end users

  • experience coordinating complex IT change, delivering through others, and dealing with senior business stakeholders

  • practical experience of Incident/Change/Problem/Asset Management processes

  • ITIL Foundation (v3 or v4)

This is how we organize our work

This is how we work

  • in house
  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities

  • integration events

  • no dress code

  • employee referral program

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