VistaJet

Application Support Manager

Requisition ID
2017-1184
London

Job Profile

VistaJet is the first and only global aviation company. We are looking for an Application Support Manager in either Malta or London to manage the support of the applications that are used by both internal and external users.

 

You will report to the Head of Development and will lead a team of 6-8 applications support analysts and developers to provide first class application support services.

 

We expect you to travel once or twice a month to one of our office (Malta, London, New York, Hong Kong) for 2-3 days each time in order to meet with department managers and understand their issues. Somtimes trips to meet the support team in Sao Paulo might also be required.

Your Responsibilities

  • Progressing any support and liaise with internal and outsourced teams to ensure the prompt resolution of all requests in line with the Service/Operational Level Agreements;
  • Taking ownership and responsibility of all applications that are supported by the business;
  • Being the proxy between on-site users and application support team giving the direction to on-site users how to engage support team;
  • Participating in crisis situations for supported applications working with IT teams, which may involve complex technical hardware or software problems;
  • Ensuring the support team has clear guidelines on how to request for effective information from users whilst troubleshooting;
  • Staying up-to-date with enhancements to platforms;
  • Ensuring release notes are provided for every release;
  • Beig part of the change control process to ensure releases are vetted for quality and meet the acceptance criteria;
  • Acting as Relationship manager between Development team and the business. This will include responsibility for the management of SLA’s and points of escalation;
  • Responsible for managing the 24*7*365 rota for 1st line and 2nd line teams;
  • Ensuring resolution to problems are documented in confluence or KB;
  • Undertaking application support training for team;
  • Responsible for setting up team process and procedures to ensure SLA are met, handover between geographically dispersed support team are coordinated;
  • Working with dev board and create proposals for enhancements, improvements and change requests to handle specific problems experienced through reported incidents;
  • Good understanding of infrastructure architecture and principles;
  • Ensure the business applications meet the Business Continuity requirements and support team how to react in case of DR scenario.

Required Skills, Qualifications, and Experience

  • Previous experience of managing business applications;
  • Excellent line management skills that include building and maintaining a high performing application support team;
  • Sound decision making skills;
  • Knowledge and experience of dealing with escalation routes when problems arise;
  • Strong analytical skills;
  • Strong experience working in support environment;
  • Excellent communication and presentation skills at all levels of the business.

Desirable

  • Familiar and confident around ITIL processes;
  • Managing disaster recovery of enterprise applications;
  • Knowledge of Microservice architecture;
  • Knowledge of Amazon cloud solutions.

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