Systems Ops Team Lead

SUMMARY :

The Systems Ops Team Lead will be responsible for designing, transitioning, high level maintenance and continual improvement of our Client's bespoke and off-the-shelf applications. Core responsibilities to include evaluating, analysing, recommending, implementing, tracking, managing and maintaining current applications, databases and new solutio...

POSITION INFO :

The Systems Ops Team Lead will be responsible for designing, transitioning, high level maintenance and continual improvement of our Client's bespoke and off-the-shelf applications. Core responsibilities to include evaluating, analysing, recommending, implementing, tracking, managing and maintaining current applications, databases and new solutions, and lead a Systems Team comprising of internal and outsourced expertise.

Key Outputs :

• Lead a team of application support analysts in providing timely and effective support for all business-critical applications.
• Act as the primary point of contact for escalated support issues, ensuring prompt resolution and minimizing downtime.
• Mentor and coach team members to enhance their technical skills and customer service abilities.
• Collaborate with cross-functional teams to identify root causes of recurring issues and implement long-term solutions.
• Develop and maintain support procedures, documentation, and knowledge base to ensure consistent service delivery.
• Monitor application performance and health, proactively identifying and addressing potential issues.
• Coordinate with vendors and internal stakeholders to prioritize and implement application enhancements and upgrades.
• Conduct regular performance reviews and provide feedback to team members to foster growth and development.
• Act as a liaison between the support team and other departments to facilitate communication and collaboration.
• Prepare reports and presentations on team performance, service metrics, and improvement initiatives for management review.

Qualifications and Experience :