Position: Application Support Team Lead
Company: Digitally Inspired
Experience required: 2y
Category: Support
English level: upper
Published: 2021-07-01T00:00:00+03:00

E-commerce platform for one of the largest builders’ merchants in the UK. Our client is taking on the complete redevelopment of the existing legacy platform with the focus on UX and Responsive Web Design, and Microservice Platform. It is aiming to remove vendor locking and fully leverage the latest Open Source technical stack delivering the eCommerce platform of the future. 
 
You will lead a team of applications support analysts to provide first-class application support services.

**Your Responsibilities**
- Progressing any support and liaise with internal teams to ensure the prompt resolution of all requests in line with the Service/Operational Level Agreements;
- Taking ownership and responsibility of all applications that are supported by the business;
- Participating in crisis situations for supported applications working with IT teams, which may involve complex technical hardware or software problems;
- Build and maintain positive relationships with customers and
Management of the UK business hours rota for 2nd line team;
- Recruit, train and lead a team of approximately 2-3 support agents
- Knowledge base management;
- Undertaking application support training for a team;
- Responsible for setting up team processes and procedures to ensure SLA are met.

**Required Skills, Qualifications, and Experience**
- Previous experience of supporting business applications at least 2 years;
- Good line management skills that include building and maintaining a high performing application support team;
- Sound decision-making skills;
- Knowledge and experience of dealing with escalation routes when problems arise;
- Strong analytical skills;
- Strong experience working in support environment;
- Excellent communication and presentation skills at all levels of the business;
- Proficient in written and spoken English;
- Be a change driver in a fast driving environment;
- Proactive approach and willingness to go the extra mile;
- Passionate about providing excellent client service;
- Be initiative and have a positive mindset.

**Desirable**
- Familiar and confident around ITIL processes;
- Knowledge of Microservice architecture;
- Experience with AWS, Grafana, Kibana.

**We offer**
- Competitive compensation depending on experience and skills;
- Medical insurance;
- English Courses in the office;
- 40 hours/week flexible working schedule;
- Friendly and supportive company environment.