Support Lead

Job Description

As a Support Lead, you will be responsible for:

• Manage the service delivery of BI and Reporting applications
• Define service level agreements (SLAs) and operational level agreements (OLAs)
• Manage the support with a key focus on service availability and performance by managing incidents within the SLA timeline
• Ensure all service and support functions remain responsive to customer needs
• Ensure all technical change is communicated and managed with appropriate governance
• Ensure continual service improvement is embedded across the wider service delivery function
• Manage service-related communications with all stakeholders per the standard process
• Manage downtime of applications with regard to maintenance
• Drive the Root Cause Analysis process by coordinating with multiple teams in case of problems
• Ensure the impact of changes from other parts of the organization is understood, managed, and communicated on a timely basis

Qualification and Skills:

• Good working knowledge and proven experience of ITIL and IT operations best-practices
• Proven experience in service design and transition
• A good level of understanding and experience of key Service Operation processes (such as Incident, Problem, Change, Release events)
• Proven experience in people management with excellent leadership qualities and interpersonal skills
• Good communicator and influencer in complex situations at various levels
• Excellent in crisis management
  • Able to rapidly absorb and understand complex technical situations under pressure
  • Able to facilitate conversations with large groups of remote people
  • Able to maintain calm during stressful situations

• Self-starter with the ability to make clear decisions to get jobs done
• Customer and service focused
• Assertive, Pro-active, pragmatic & Energetic