AVP, Application Support Specialist

Job Purpose Provide 2nd and 3rd line production operational support for the CLS Business Systems, many of which are business critical. Provide remote and on-site support as part of the on-call support Rota. Take a lead role with the delivery of application releases for minor/major projects and programs. Essential Functions / Major Duties and Responsibilities Strategic Ensure CLS internal systems are managed to the highest standard by following industry best practice. Actively contribute to the development of existing and new IT processes and procedures to enhance service transition and service operation lifecycle stages. Demonstrate good problem management ownership and prevention of SLA breach under the Incident/Problem Management processes. Demonstrate self-starter capabilities identifying areas of improvement and acting to address service impacting issues. Operational Provide remote and onsite support for CLS internally developed business critical applications and 3rd Party vendor packages through Dev, UAT Test and Prod. Manage and escalate problems as appropriate. Investigate defects or problems; work with the internal CLS Development team and external vendors to identify workarounds and support any fixes that are required as part of service improvement. Implement changes or fixes to applications. Support other technical changes being made which affect the CLS Business Systems. Follow the CLS Change Management procedure and other standard practices in installing and configuring applications in Test and Production environments. Ensure that the BAU Service is prioritized, and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLA's and reporting metrics in place. Upgrade or maintain software at a time when the impact to the business is minimized. Provide 24/7 on-call cover on a rotational shift basis. Participate in regular Disaster Recovery testing activities. Create, maintain, and review operational process and support documentation. Participate in planned weekend work as required. As required, provide representation for Application Support changes at the weekly/daily CAB. Ensure other team's changes do not have an impact on the delivery of the application services. Leadership Provide support to the team lead/deputy lead roles and act as a point of escalation for the junior members of the team. Lead and oversee the successful release and transition of new IT services into support, meeting the team's service acceptance criteria. Through example and behavior, strive to provide peer leadership to other team members ensuring a level of excellence is achieved in delivering the service. Mentor junior members of the team, both technically and professionally. Experience / Essential and Desired for Successful Job Performance Essential Must have strong experience supporting production applications in an enterprise Microsoft Windows environment. Must be familiar with supporting proprietary developed business critical banking applications. Ability to support web-based applications that run on IIS, Apache Tomcat, etc. Working knowledge of SQL database and basic network configuration. Scripting knowledge in languages such as PowerShell, VB script, Java script, and SQL. Experience in working with ticket systems such as Service Now and a strong understanding of service priorities and SLA's. Strong documentation and technical writing skills. Ability to plan and implement technical changes without unexpected disruption to the service and with minimal oversight. Strong experience of Release Management processes for the deployment of application packages from development through to production environments. Ability to collaborate effectively with Development and other operational support teams to support the service. Experience in providing cross-training on application solutions and operational processes to colleagues. Knowledge of ITIL framework (solid understanding of Incident, Problem, Change). Desired Knowledge of Banking systems and related industry standard practices. Experience in working and configuring monitoring systems such as Dynatrace. PowerShell scripting experience. Experience of supporting middleware applications such as BizTalk, IBM WebSphere MQ etc. Linux and Shell scripting. Qualifications / Certifications Essential Bachelor's degree or equivalent. Prior IT Operational Support experience across business-critical Production infrastructure, applications, and database services. Desired Industry standard IT certification - Microsoft/Linux/AWS. ITIL certification. Success Factors / "˜How'. Personal Characteristics Contributing to an Individual's Ability to Excel in the Position Possess a strong service-oriented mindset who can consistently deliver a high level of service to the business. Proactive individual who can take the lead in engaging with the business users and to support the environment with minimal oversight. Self-motivated to exceed management expectations and objectives. A high level of presentation and communication skills with the ability to communicate confidently with both business and technical staff at all levels. Able to manage their time effectively and prioritize their own workload in order to meet changing demands from the business. Demonstrate strong technical, analytical, and problem-solving skills. #J-18808-Ljbffr

Created: 2025-03-01