Openlink Technical Support Manager - London

London  ‐ Onsite
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Keywords

Description

Openlink Technical Support Manager

One of the world's leading Oil & Gas companies is looking to hire an Openlink Technical Support Manager. She/he will be expected to lead and manage the Application Support Team on a day to day basis covering the whole spectrum of Application and Systems Support to a large community of users.

The Applications Support Team Leader leads and provides high quality operational and technical application and systems support to customers and internal business functions. Owner of the Problem Management process, ensuring PM goals are achieved. Minimising the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents. Also, provides expertise in areas of application/software fixes, tuning, performance monitoring, troubleshooting, deployments, support, documentation of standards and procedures for the administration and maintenance of all supported environments. The culture and ethos of the role is directed towards outstanding customer service.

The right person will be responsible for all aspects of managing, supporting and developing a team of application/software support staff to deliver an outstanding customer focused service. This includes the line management of all team members, and a continuous development of capability within the team, managing the prioritization and allocation of work across the team and ensuring applications and systems supported by the function perform, and are available to the user community.

Key Responsibilities

  • Lead and prioritise the Application Support team's workload.
  • Develop, co-ordinate and promote the effective functioning of problem management activities across the support team.
  • Contribute to the planning of application/infrastructure releases and configuration changes.
  • Examine potential areas for Service Improvement and raise proposals with the Service Manager.
  • Provide technical leadership.
  • Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
  • Maintain application monitoring, performance tuning and testing.
  • 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 (ie change control, security and auditing, release, configuration, problem and incident management).
  • Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers.
  • 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.
  • Define the support structure and processes.
  • Supervision - Build effective teams through leadership and interaction with team members that includes both onshore and offshore staff. Effectively manage team member's performance, goal setting and career/professional growth in line with organizational objectives. 
  • Monitoring - Ensure that the application meets or exceeds the Key Metrics that have been established. 
  • Patching - Prioritize and ensure quality development of patches that are deployed to the production environment 
  • Application Release - Coordinate application releases with cross functional teams to ensure all the related information is gathered to successfully deploy patches and application releases with minimal disruption to customers. 

Qualifications, Experience, Knowledge and Skills 

  • Experience leading technical support teams.
  • Extensive problem solving and debugging skills.
  • Strong Openlink experience (version 10).
  • Ability to independently apply production upgrades and support the products and technologies.
  • Knowledge of Development Life Cycle.
  • Experienced in Problem and Incident Management
  • 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 ownershipand responsibility.
  • 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.
  • Excellent organizational, time management, written and verbal communication skills.
  • Ability to perform effectively and with confidence under high-pressure and challenging situations.
  • Excellent interpersonal skills; ability to build and maintain positive relationships and influence at all levels of the organization.
Start date
n.a
Duration
6 months
From
Twenty Recruitment Group
Published at
17.04.2013
Project ID:
522710
Contract type
Freelance
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