The application support manager is responsible for providing application and technical support for software applications and systems used within Hollard.
They are also responsible for managing the service desk and technical support team operations.
The teams will provide efficient and effective support to end-users for software, hardware, and network issues.
The individual will be responsible for ensuring high-quality customer service by helping end-users , branches ,monitoring performance, implementing operational procedures, and providing technical guidance and expertise.
The individual will also interact with development teams and central IT to troubleshoot issues, answer questions, provide guidance and fix problems on various platforms.
Key Responsibilities The main duties include: First line contact for any application related production Issue IT Audit remediation Work with Group IT to resolve any Production related issues in Insure End to End ownership of all Production Issues Use monitoring to pro-actively manage Production Assisting in the test- Managing user accounts, permissions, and access within systems CAB Management Collaborating with development teams to identify and resolve bugs or other technical issues Maintaining accurate documentation of technical support issues and resolutions Patch, Upgrade and ongoing maintenance Diagnosing and resolving technical issues reported by end-users Managing user accounts, permissions, and access within systems Collaborating with development teams to identify and resolve bugs or other technical issues Maintaining accurate documentation of technical support issues and resolutions To be successful in this role, individuals need to have a solid understanding of various software applications and systems, as well as strong technical problem-solving skills.
Other required skills include excellent communication and customer service skills, attention to detail, and the ability to work both collaboratively and independently.
Absolutely essential in this role is the ability to build relationships and work collaboratively with multiple departments including Engineering and Central IT.
The application supportmanager is expected to be on call during extended service hours.
Prior working knowledge & experience of ITIL or COBIT is essential.