Application Support Lead (Channels)

Position Overview

Application Support Lead is responsible to maintain high levels of service and to ensure that all IT operations activities are performed. You are the subject matter expert in technology and/or business domain. 

You are responsible to drive both internal and external teams in the resolution of complex problems to esnure high resiliency and compliance to SLAs, KPIs and metrics relating to service performance and operations performance. You should possess strong analytical skills in the completion of service operations related activities and are responsible for tracking and analyzing important reports covering service performance metrics and operations activities.

Role & Responsibilities

• Provide on-going application support and be involved in various stages of the SDLC.
• Conduct user requirement analysis for the development / implementation of new systems and for enhancements to existing systems.
• Evaluate potential solutions and make recommendations to resolve business problems.
• Involvement in the system integration testing phase prior to implementation.
• Plan and coordinate end-user training for any system implementations or enhancements.
• Liaise closely with business users and build good rapport.
• Liaise closely with vendors in project implementation, application testing, supporting application patches and upgrades in accordance with project methodologies and policies.
• Support the team in defining project requirements, tracking and documentation.
• Provide 24/7 primary application maintenance standby support.
• Provide guidance and coaching to junior team members.

Requirements

• Degree in Computer Science, Computer Engineering, or a related field
• Minimum of 8 years of experience in developing, implementing, and maintaining IT systems
• Proven track record in Service Operations Management
• Strong business process and analytical skills, with the ability to quickly assimilate information and communicate complex requirements and issues clearly and concisely
• Excellent oral and written communication skills, with confident presentation abilities to large groups and senior management
• Strong relationship-building, interpersonal, and leadership skills; able to work independently and collaboratively within a team
• Ability to adapt to fast-changing environments and work effectively under pressure
• Experience in the healthcare industry is an advantage

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