Data Application Support Lead

  • Job Reference: 86286338-2
  • Date Posted: 15 April 2019
  • Recruiter: Investigo Change Solutions
  • Location: Basingstoke, Hampshire
  • Salary: £55,000
  • Sector: Actuarial & Analysis
  • Job Type: Permanent
  • Start Date: ASAP

Job Description

Data Application Support Lead - Basingstoke - Perm - 55,000

My client, a leading provider of Insurance are currently looking for a Data Application Support Lead to support the companies Data & MI applications whilst manage a team of Data Application Support Analysts

Responsibilities

App Support Lead specifically for data & MI platforms

Incident Management

  • Technical support leadership, Investigate and resolve production issues
  • Environment, Config changes and Data Fixes
  • Proactively monitor applications health
  • Ensure SLA compliance for incident response and incident resolution
  • Ticket status updates and coordination with various stakeholders for issue resolution

Knowledge Management

  • Create/Maintain Knowledge base of all the incidents (Tool - ServiceNow)
  • Document existing processes where necessary to not already available based on discussions with developers/L3 support
  • Root Cause Analysis

Reporting

  • SLA Dashboards - Monthly

Further 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

The Individual
Capability, Knowledge and Experience:

  • 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 life cycle
  • 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 prioritise 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 optimisation will be a value-add
  • Ideally ITIL Incident & Problem Management qualified

Education and Qualifications:

  • Degree qualified, ideally in Computer Science, Data Science, Information Technology, Statistics, Information Systems, or any other related field