Hermes Parcelnet

  • Application Support Team Lead

    Town/City Morley
    Posted Date 2 months ago(23/03/2018 15:55)
    Job ID
    2018-6628
    Number of Positions
    1
    Department
    IT
  • Overview

    We are Hermes the UK’s leading consumer delivery company handing over 270 million parcels per year with a 15% growth year on year for the last five years.

     

    We are embarking on a journey, utilising cutting edge technology to ultimately engage our customers at every touch point in their digital experience.

     

    As a team, we innovate and challenge the status quo to meet the needs of our broad and varied client base.

    We believe that every team member will play their part in achieving the goals of the team, department and company.  

     

    As an individual, you'll have the support to grow and progress your career. We are building a learning culture, where it's safe to fail, and failures seen as learning opportunities.

     

    We are establishing a team of skilled individuals with a passion for technology. 

    Working in a fast paced agile environment, using eXtreme programming and software craftsmanship principles to produce high-quality solutions at speed.

     

    Role Overview

     

    The purpose of the Level 1 Application Support Team Leader role is to lead, develop and motivate a team of dedicated on-site Application Support L1 Analysts on a day to day basis to deliver high quality end user support with outstanding customer service in-line with Ricoh contractual and commercial objectives.

    Responsibilities

    • Day to day leadership and co-ordination of 8 x L1 Application Support Analysts
    • The role will work with multiple Hermes internal teams, including L2 & L3 Application Support and designated suppliers
    • Support the L1 Application Support analysts in day to day BAU activities
    • Support the Hermes Applications estate as a single point of contact for the L1 Application Support Team
    • Provide an immediate escalation path into the Hermes L2 & L3 Application Support teams
    • To lead the L1 Application Support team KPI’s and take remedial action to ensure performance expectations are met or exceeded, so that agreed SLA’s are met.
    • Maintain and refine the staff rota covering 24/7, 365 support coverage
    • Document and review procedures and processes to maintain and improve the L1 Application Support team function and overall efficiency
    • Forge a strong relationship with the L2 & L3 Application support teams and explore any “shift left” opportunities
    • Create and Develop a rolling training plan to increase the ability within the L1 Application Support team
    • Closely work with the clients Incident & Problem Management functions, in order to manage the L1 Application Support team against defined service level agreements and improve ticket resolution times

    Qualifications

    • Experience of supervising an Application Support/Service team
    • Experience in both technical and leadership roles in an IT environment supporting bespoke line of business applications
    • Exceptional motivational skills, with experience of motivating support teams in a very pressurised environment
    • Good experience of working in a fast paced 24/7 Network/Service Operations environment
    • Must be capable of working unsupervised to agreed timescales
    • Excellent communication skills – both verbal and written
    • Excellent interpersonal skills
    • Excellent people management skills
    • Ability to develop good relationships with clients
    • Good analytical skills and an ability to define the precise nature of client requirements, this will include meetings with various levels of management seniority
    • Ability to organize and prioritize work in an effective manner
    • Ability to work under pressure
    • Methodical and disciplined approach to work
    • Working knowledge of ServiceNow ITSM toolset
    • In depth knowledge of Service level agreements or arrangement(s)
    • Excellent knowledge and experience of Batch Jobs, Web Services, Application Event and Alert Monitoring
    • General knowledge of IT infrastructure environment(s)

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