Position Title: Application Support Team Leader Location: Sydney Department: Development Reports to (Title): Service Delivery Manager General Purpose of the Position The Level 2 Applications Support team is responsible for the support of 1-Stop applications and to work closely with the Customers Service Representatives to resolve issues and perform customer engagements. Representatives of this team will manage the 1-Stop application suite regarding priorities and importance of issues identified and will be responsible for managing the resolution to these issues. Together with the Level 1 Customer Service team, this team makes up Service Delivery Dept whose goals are to be: Specialists: Having a firm understanding of the business operations and how the 1-Stop service supports the business Pro-Active: Always being ahead of the customer and identifying issues and resolving them before the customer sees them Efficient: Discovering, documenting and sharing all experiences so that the time taken by all team members is continually reduced Accountable: Being held accountable for the ownership of the services that we provide and never assume someone else will fix this problem/issue Responsive: All members of the department will always display stellar service to our customers by acknowledging the customer's situation, appreciating working with the customer, affirming what the customer has said or done, and assuring them of great customer service The Application Support Team leader is responsible for working with team members to: - Monitor, report and perform checks on system to identify areas of improvement to customers and 1-Stop - Own the change management process and enforce that the procedures are followed by all teams to ensure a stable system - Ensure complete business continuity for all 1-Stop applications - Ensure that the team s KPIs are achieved Essential Duties & Responsibilities Perform and manage the customer engagement process Ensure cases, bug-fixes and minor enhancements statuses are updated in the support system. This will require liaising with developers to estimate the delivery time frames and implications. Help recommend functional specifications in conjunction with the project team for small changes to the 1-Stop applications (In the form of a work request). Provide On-call support for the applications regarding scheduled and unscheduled outages.
Replicate production issues in the support or test environments to provide detailed information for the development team to resolve issues. Pro-actively identify areas for improvement in the system to improve on the 1-Stop application suite. Perform regression testing on releases of new software. Manage the Knowledge base repository for applications under your responsibility. Continually look for new and innovative solutions to deliver to the 1-Stop businesses cost-effective and efficient systems to match the changing business needs. Documentation of system support procedures for the 1-Stop applications Work within and report on the department KPIs that are set by management Co-ordinate and lead team meetings to track team's performance and identify ways to reduce workload Work with Projects team to document and handover new work requests to the Service Delivery department Responsible for technical support in being able to read code and recommend specific code changes Liaise closely with the development team to provide direction on changes and fixes to the application. Perform functional testing of changes to the applications by the development team. Monitor the system and ensure it is functioning correctly on a daily basis. Document all issues in cases and decide if a Bug, ad-hoc fix or enhancement needs to be raised to the development team. Complete assigned tasks or projects to ensure the best solutions keeping in mind the interests of 1-Stop. Responsible as a stakeholder for Sign off on all User acceptance testing Liaise with the Customer service team, Development team to ensure assigned tasks are delivered in an appropriate and timely fashion. Liaise with key business owners on new systems design, current systems issues, as appropriate and where relevant. Provide a sufficient level of technical analysis to identify the cause of issues in the 1-Stop applications. Assign cases and tasks to team according to priority Participate in stakeholder SLA review meetings Provide escalation point for second level support team members and customers Other duties as directed from time to time Qualifications [R] = Required [P] = Preferred 3+ years application support experience[r] Demonstrated application support experience, preferably in a 24x7 environment [R] Change-management experience, including appropriate prioritising and some risk analysis [R]. Experience in the use of an issue logging and tracking system [R]. SQL query and update skills [R] Unix command skills [R] Basic PHP programming [R] Experience with EDI messaging applications and PHP/Java web applications [R] Basic.Net architecture knowledge [R]
Basic High Availability (HA) architecture understanding [R] Experience in leading a team [P] A degree or equivalent experience in Computer Science. [P]. Competency Level Behavioural Skill Sets Skill Definition None Basic Intermediate Clearly present information through the spoken word; influence or persuade others Spoken through oral presentation in Communication positive or negative circumstances; listen well. Analytical Problem Solving Use a systematic approach in solving problems through analysis of problem and evaluation of alternate solutions; use logic, mathematics or other problemsolving tools in data analysis or in generating solutions. Organisation and Planning Coping Organise or schedule people or tasks; develop realistic action plans while being sensitive to time constraints and resource availability. Maintain a mature, problemsolving attitude while dealing with interpersonal conflict, hazardous conditions, personal rejection, and hostility or time demands. Written Communication Leadership Write clearly and effectively present ideas and document activities; read and interpret written information. Influence the actions and opinions of others in a desired direction; exhibit judgment in leading others to worthwhile objectives.
Technical Skills Skill Definition None Basic Intermediate SQL query and update SQL skills [R] Unix command skills Unix [R] PHP.Net Basic PHP programming [R] Basic.Net architecture knowledge [R] Work Based Competencies Prioritise and track issues [R] Excellent time-management skills [R] Experience in web-based applications and environments [R]. The ability to quickly learn new software applications including the business processes surrounding them and their application at a business level [R]. A desire to see a task through to completion including maintaining any necessary reporting tools [R]. Good communication and interpersonal skills [R] Eye for detail and a sense of urgency [R] Strong analytical, problem solving and conceptual skills [R] Management and leadership attributes [P] Proficient in all Microsoft Office applications including MS Projects, Word and Excel [R] None Basic Intermediate
EXAMPLE Competency Level None Basic Intermediate Definition Junior Zero to small exposure to this skill Has had at least 6 months experience using this skill Established Senior Has successfully completed a course and has between 6 months 24 months experience constantly using this skill Has successfully completed a course and has between 24 months & 5 years experience constantly using this skill Has successfully completed a course and has in excess of 5 years experience constantly using this skill