Lead Application Support Engineer

Overview
To lead and provide high quality operational and technical application and systems support to Crayon customers and internal business functions. Owner of the Problem Management process, ensuring PM goals are achieved. Minimizing the adverse impact of incidents and problems on the business and preventing reoccurrence of Incidents
Duties and Responsibilities

Application Support

• Lead and prioritise the Application Support team’s work load
• Manage and Own the Problem Management Process
• Develop, co-ordinate and promote the effective functioning of problem management activities
• across all of Crayon’s teams
• To examine potential areas for Service Improvement and raise proposals
• Provide technical leadership
• Provide input to application/infrastructure scalability
• Interact with internal teams and clients to trouble shoot and resolve complex
• problems
• Design appropriate metrics for reporting on key performance and quality indicators
• Maintain application monitoring, performance tuning and testing
• Provide line Application Support on complex internally and externally developed applications
• Provide input to administering and maintaining all production and internal environments
• Provide input to the implementation, backup and roll-back plans
• Act as a technical resource for internal and external projects
• Ensure there are robust procedures and processes within the application support function remit
• Follow appropriate departmental and company procedures and policies (i.e. change control,
• security and auditing, release, configuration, problem and incident management).
• Design, prepare and conduct training relating to Problem Management and the appropriate usage
• of the Support Management Service
• Provide timely and export advice on emerging trends and issues affecting Service Delivery and
• Support. Develop strategies to allow Application Support to manage resultant problems

Personal and Team Development

• Share / spread knowledge with team members as well as internal teams (client delivery, service
• desk, development / deployment)
• Pro-active in maintaining and increasing the teams and own technical knowledge
• Identify training needs or requirements for yourself individually and for the team
• Coach and develop team members


Documentation

• Ensure incidents and problems are up-to-date
• Ensure all technical and non-technical documentation is up-to-date
• Contribute to Client and Internal reports

Qualities and Experience

• Strong customer service and support focus with a desire to deliver a high quality service
• Self-motivated and highly professional with ability to lead and take ownership and responsibility
• Ability to multi-task, work under pressure and to tight deadlines
• A desire to learn and improve skills and knowledge
• Fast learner, energetic and enthusiastic
• Adaptable and flexible to business demands
• Strong organisational and planning skills
• Positive ‘can-do’ attitude
• Team player
• Experience leading technical support teams
• 8+ years’ experience in an hands-on application support lead/manager role
• Extensive problem solving and debugging skills
• Ability to independently apply production upgrades and support the products
• and technologies
• Experience in providing services to agreed SLA’s
• Experienced in Problem and Incident Management
• Experience with working in an ITIL environment
• Excellent interpersonal and communication skills
• Flexible in working outside of core business hours at short-notice

Skills

• Experience with supporting multi-tier infrastructures
• Experience with supporting Java applications and an understanding of web technology
• Knowledge of Data Management Systems
• Scripting (Python, ShellScript)
• Java programming
• Experienced in administering Linux and Windows server environments
• Experience using Service Desk, support products
• Experience in DevOps
• Working knowledge of web platform development software

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you can also connect with us by sending emil to join@crayondata.com