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Application Support Lead

Job Reference: ASLB/16320NS

Salary: £50000 - £57000 Per Annum Benefits + Bonus + Car Allowance

Salary per: Annum

Job Duration:

Vacancy Posted: 13-05-2019

Contract Type: Permanent

Location: Basingstoke, England, Hampshire

Application Support Lead required for a leading client in Basingstoke

Application Support Lead required to Lead the L2 support for our clients Data & MI applications whilst manage a team of L2 Data Application Support Analysts.

Jobs responsibilities

* Responsible for Level 2 Application Support to agreed SLA
* Bridge between L1 and the Development teams (L3+)
* Line manage up to eight L2 Application support analysts & their work commitments where required
* Monitoring batch & real time process execution
* Drafts and maintains application support procedures and technical documentation
* Carries out operational procedures, including out of hours support, managing issues, performance monitoring/reporting
* Support production & pre-production data platform batch schedules following documented processes & troubleshooting guides
* Manage ticket backlogs, driving closure of aged tickets
* Support the Change & Problem Management functions
* In-depth knowledge of specific applications/technical specialisms
* Maintains relationship with business users
* Reviews technical support documentation including Project To Live, and Operational Instructions
* Ensures all the appropriate monitoring and alerting tools are configured and activated
* Raising incidents where discovered
* Provide troubleshooting and methodical diagnostic skills to resolve issues.
* Agree levels of service and support for all applications, ensuring other critical support groups are able to support these levels where applicable
* Where applicable provide support cover for applications, in some cases agreeing to call out for 2nd and 3rd line support ‘out of hours’
* To create and maintain good working relationship with development teams & other system & operations teams
* Ability to acquire application-specific knowledge
* Improve run-book documentation to focus on rapid restoration of service
* High expectation of hands-on support with all activities where required
* Operational acceptance of new developments into the live environment & associated processes
* Enhance & create new operational support processes as required

Knowledge and Experience required:

* Proven working experience as data application support team lead
* Possessing background knowledge of operating systems, devices, applications and software
* Knowledge of Ticketing tools like ServiceNow, JIRA
* Assisting with application & systems integrations
* Contribute with IT specialists in the preparation of maintenance plans and upgrading schedules for operational systems
* Collaborate with IT technical teams throughout Incident and Problem lifecycle
* Ability to explain complex ideas to those with limited IT and systems knowledge
* Knowledge of advanced configuration and Troubleshooting
* Ability to analyse technical issues and provide permanent fix/solution
* Ability to Filter and "clean" data by reviewing and performance indicators
* Must be having hands on experience on any ticketing tool
* Work with management to prioritize business needs/ tickets
* Identify, analyse, and interpret trends or patterns in complex data sets
* Ability to create problem records for recurring issues
* Interpret data, analyse results using statistical techniques and provide ongoing reports
* In-depth experience analysing and interpreting data from different sources such as ad servers, flat files, etc.
* Advanced SQL skills
* Extensive batch schedule creation, maintenance & support experience
* Demonstrable experience with APIs
* Background in SAS ETL development & support, reporting, and query optimizations will be a value-add
* Ideally ITIL Incident & Problem Management qualified

Benefits include – Annual Bonus, Car Allowance 25 Days holiday increasing with loyalty, Generous pension contribution, Childcare vouchers, Staff discounts and many more

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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