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Support Lead

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  • Banking & Finance
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Job Details

Overall purpose of role Application Support Leader reporting to the Application support Manager - take responsibility for o Delivery of 2nd Line Application Support services for application(s) under support o Maintain system availability and supplementary services within SLA o Ongoing liaison with Shared services team and GISD to manage SLA expectations o Ongoing liaison with BIMs to manage escalated incidents. o Maintain a proactive presence in providing help and guidance to Business operations. Key Accountabilities and Skills required Service Management (30%) Supplier Management (10%) Application Support (60%) o Management of day to day delivery of the application support services to the client from both external and internal suppliers and Barclay s staff. o Resolution of operational issues within the Application Support teams, impacting on the overall Application Service Delivery. o Measure and monitor the operational performance against agreed service level agreements and associated cost models. o Management of the implementation of change against client plans, service plans, business and benefits cases for the applications. o Drive supplier performance to deliver required service performance levels including application of contract levers to drive value o Manage the suppliers delivery of change into supplier operations to meet required timetables and budgets whilst ensuring service stability. o Monitor and track the appropriate performance metrics, manage supplier performance and lead regular performance reviews. Escalate performance issues to Group Sourcing relationship manager as appropriate and provide feed into Balanced Scorecard. o Manage transition and implementation of service suppliers. o Demand aggregation and challenge. Communication of forecast volumes to vendor o Business case benefits realisation and tracking o Delivery of 2nd Line Application Support services for applications under support. o Carry out Incident Management activities according to the process, procedures, and work instructions o Be a Single Point of Contact for the end-user community o Follow the Incident Management process, procedures, and work instructions o Incident registration, initial support & classification and update Incident records o Incident Resolution Coordination with 3rd parties - managing conf calls o Route unresolved incidents to Back Office Support Staff o Provide the end-user with status updates concerning Incident records; o Identify opportunities for improvement o Obtain the technical and organisational knowledge required to perform these activities o Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware) o If applicable, escalate to the Incident Management Process Manager o Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards o Ensure key application functions and scheduled activities are completed in a timely manner and within SLA o As directed by Application Manintence and Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to) o System Testing (preparation and execution) o UAT (preparation and execution) System / Business Analysis
Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-5


Application Programming | Software Engineer | System Administration
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