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Application Support Lead


Port-Of-Spain or Newtown, North West Full time Posted On 02.08.2019 Expire On 02.23.2019 Employer

Description


NATURE & SCOPE

Lead and provide high quality operational and technical application and systems support to the Information Technology Department and its customers both internal and external. Owner of the Problem Management process, ensuring Information Technology Department goals are achieved. Minimize the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents. Manage the Production Support Team. This position will be based in Trinidad.

SPECIFIC ACCOUNTABILITIES
  • Drive customer satisfaction by aggressively managing help desk support and help desk ticketing system for timely resolution of tickets.
  • Coordinate with various teams and raise support tickets for all issues, assist with root cause analysis, and manage problem tickets to full, efficient resolution.
  • Lead and prioritize the Production Support team’s work load.
  • Develop, manage and own the Problem Management Process.
  • Develop, co-ordinate and promote the effective functioning of problem management activities across all Information Technology teams.
  • Contribute to the planning of application/infrastructure releases and configuration changes.
  • Interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems.
  • Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis.
  • Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
  • Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers.
  • Perform any other duties not mentioned herein.


KEY KNOWLEDGE, SKILLS AND ABILITIES
  • Experience leading technical support teams.
  • Experience in providing services to agreed SLA’s and OLA’s.
  • Experienced in Problem and Incident Management.
  • Excellent interpersonal and communication skills (both written and verbal).
  • Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run conference calls during troubleshooting with a wide range of personnel and management levels.
  • Experience working with compliance, audit, and other support organizations while participating in providing solutions in support of the business objectives.
  • Hands on experience with SysAid, Remedy, Quality Center, Azure DevOps, Rally, TFS, VSTS, or similar tools.
  • Technical expertise to be able to triage issues and identify the technical resource to resolve the issues.
  • Ability to compile and present Status Reports and follow through tasks to completion.
  • Fluency in English. Bi-lingual in Spanish will be an asset.

MINIMUM TRAINING AND EXPERIENCE
  • Bachelor’s degree in Computer Science or Information Technology and three years of experience or
  • Six years of experience in a similar role. 
  • ITIL, COBIT or other industry-specific certifications preferred.


Overview


NAGICO Insurances
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Job ID:

67710

Title:

Application Support Lead

Location:

Port-Of-Spain or Newtown, North West

Category:

Information Technology

Salary:

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Employment Type:

Full time

Posted:

02.08.2019


Tags


IT-Software Development : Database Development-Administration, Desktop Service and Support, General-Other: IT-Software Development


Job Requirements


KEY KNOWLEDGE, SKILLS AND ABILITIES
  • Experience leading technical support teams.
  • Experience in providing services to agreed SLA’s and OLA’s.
  • Experienced in Problem and Incident Management.
  • Excellent interpersonal and communication skills (both written and verbal).
  • Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run conference calls during troubleshooting with a wide range of personnel and management levels.
  • Experience working with compliance, audit, and other support organizations while participating in providing solutions in support of the business objectives.
  • Hands on experience with SysAid, Remedy, Quality Center, Azure DevOps, Rally, TFS, VSTS, or similar tools.
  • Technical expertise to be able to triage issues and identify the technical resource to resolve the issues.
  • Ability to compile and present Status Reports and follow through tasks to completion.
  • Fluency in English. Bi-lingual in Spanish will be an asset.


MINIMUM TRAINING AND EXPERIENCE
  • Bachelor’s degree in Computer Science or Information Technology and three years of experience or
  • Six years of experience in a similar role. 
  • ITIL, COBIT or other industry-specific certifications preferred.

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