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Job Summary
The Systems Ops Team Lead will be responsible for designing, transitioning, high level maintenance and continual improvement of our Client's bespoke and off-the-shelf applications. Core responsibilities to include evaluating, analysing, recommending, implementing, tracking, managing and maintaining current applications, databases and new solutions, and lead a Systems Team comprising of internal and outsourced expertise. Key Outputs: Lead a team of application support analysts in providing timely and effective support for all business-critical applications. Act as the primary point of contact for escalated support issues, ensuring prompt resolution and minimizing downtime. Mentor and coach team members to enhance their technical skills and customer service abilities. Collaborate with cross-functional teams to identify root causes of recurring issues and implement long-term solutions. Develop and maintain support procedures, documentation, and knowledge base to ensure consistent service delivery. Monitor application performance and health, proactively identifying and addressing potential issues. Coordinate with vendors and internal stakeholders to prioritize and implement application enhancements and upgrades. Conduct regular performance reviews and provide feedback to team members to foster growth and development. Act as a liaison between the support team and other departments to facilitate communication and collaboration. Prepare reports and presentations on team performance, service metrics, and improvement initiatives for management review. Â Qualifications and Experience: Proven experience in application support, with at least 2 years in a leadership or supervisory role. Strong technical expertise in troubleshooting, debugging, and resolving application-related issues. Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders. Demonstrated leadership qualities, including the ability to motivate and inspire team members, foster a collaborative environment, and drive results. Solid understanding of ITIL framework and best practices in application support and service management. Experience with incident management tools and ticketing systems. Working knowledge of SQL, scripting languages, SSRS, SSIS and web technologies, with at least 5 years experience. Ability to work under pressure and handle multiple priorities in a fast-paced environment. Strong analytical and problem-solving skills, with attention to detail.
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