Job description

Job title: Applications Support Team Leader

Reporting to:Infrastructure and Applications Manager

Job family: Technology

Pay level: D2

Role purpose

To lead and provide high quality operational and technical application and systems support to NMC’s customers and internalbusiness functions. Manage and provide support for various business application services including inputs in the IT Strategy in developing and modernising the NMC’s application infrastructure, enabled by Enterprise architecture (EA) principles and concepts.The role is expected to work in partnership with the business to support and improve new and existing products across the NMC. You will also ensure problems are managed and resolved,carry out root cause analysis to minimise the adverse impact of incidents and problems on the business and prevent the reoccurrence of incidents. You will also play a lead role in any system changes and support the implementation of changes.

Key accountabilities

  • Manage, lead and prioritise the Application Support team’s work load.
  • Provide technical leadership, acting as a technical resource for internal and external projects.
  • Monitor and manage progression of requests for support and ensure that customers are updated.
  • Ensure there are robust procedures and processes within the application support function remit.
  • Working with the test team, ensure that any new system/applications changes are adequately tested before deployment to live environment.
  • Working with the infrastructure team to ensure that any new systems/application changes are implemented to the appropriate technical standards.
  • Problem management focal point to drive improvements from known recurring issues within the Technology and Business Innovation (TBI) application support team.
  • Maintaining specialist knowledge of the technologies and vendors for the Application domain.
  • Provide technical and architectural documentation for existing applications and ensure that this documentation remains up to date using the relevant application such as Sparx EA
  • Contribute to conceptual architectures sessions with Enterprise Architects to shape the future Application landscape according to the business strategy.

Service management

  • Work within the Technology and Business Innovation (TBI) team to manage processes to provide appropriate support.
  • Proactively work with other members of the Technology and Business Innovation (TBI) team to ensure that all application solutions are implemented with security best practices.
  • Creation and maintenance of knowledge articles that contribute towards the maintenance and upkeep of the ICT knowledge base for procedures, routine tasks and incident resolutions.

Standard responsibilities

People management

  • Provide strong leadership and direction and keep performance improvement under review and ensure that performance targets are met.
  • Provide consistent performance management by providing regular feedback, conducting formal reviews, and identifying and addressing business-focussed training and development needs.

Other responsibilities

There are a number of standard duties and responsibilities that all employees, irrespective of their role and level of seniority within the NMC, are expected to be familiar with and adhere to.

  • Comply at all times with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
  • Promote and comply with NMC policies on diversity and equality both in the delivery of services and treatment of others.
  • Ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act 1998 and its amendments.
  • Comply with NMC protocols on the appropriate use of telephone, email and internet facilities.
  • Comply with the principles of risk management in relation to individual and corporate responsibilities.
  • Comply with NMC policies and procedures as compiled on the organisation’s intranet.

This job description is not exhaustive and as such the post holder is expected to be flexible. Any changes will only be made following a discussion with the post holder.

Person specification

Job title:Application Support Team Leader

Qualifications and experience

  • Degree qualification in related ICT field or equivalent experience (Desirable)
  • Supervisory or management experience within an enterprise network environment supporting critical business applications, including recruitment and selection, 1:1s, appraisals, individual and team performance, KPIs, attendance, etc... (Essential)
  • ITIL V3 qualified (Desirable)
  • Experience of incident and change management processes (Essential)
  • Experience with supporting multi-tier applications (Essential)
  • Appreciation of the Togaf 9.1 Framework (Essential)

Knowledge, skills and abilities

  • MS SQL Server (2005/2008/2012/2014) (Desirable)
  • Scripting (Visual Basic 6.0, MS Visual Studio) (Desirable)
  • Expertise in VB.Net, C# and ASP.Net (Desirable)
  • T-SQL (Desirable)
  • Database Administration and SharePoint (Desirable)

Personal qualities

  • Highly motivated and flexible
  • Tact and sensitivity when working with confidential information
  • Innovative and creative

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