Stability of over 75 years of Australian experience & expertise
Lead the delivery of application software support
Permanent Role - Attractive Package
Responsibilities
Lead a small team of skilled and dedicated Application Support Analysts.
Review and proactively manage Level 2/3 Service Desk requests to ensure effective support is delivered by internal and external support parties in alignment with agreed SLAs.
Own and manage support escalations.
Autonomously manage high severity incidents as per the Stratco High Severity Incident Management process.
Become familiar with key technology components to ensure you can facilitate collaboration between end-users and support technicians at a detailed level.
Monitor, manage and report on service delivery SLAs and general service delivery quality provided by external support partners.
In collaboration with other technology leaders, review and approve all technology deployment requests ensuring the appropriate level of quality assurance and IT change controls are in place.
For major project deployments, define the post go-live systems support model and manage post go-live support.
Define the transition to BAU support plan and execute the transition to BAU support.
Manage and control application maintenance such as patching and quarterly SaaS updates including the coordination of regression testing.
Provide general leadership across the IT function and help drive service delivery improvements.
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