Support Analyst Team Lead

SUMMARY:
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POSITION INFO:

The main purpose of the Support Analyst Team Lead is to support and monitor the day-to-day performance of applications in the Operations Applications suite, as well manage and complement the existing support team who are responsible for the day-to-day tasks associated it with the role. The Team Lead will assess the performance of the team, resolving complex issues, identify customer needs and training new team members.

Responsibilities:

• Support and maintain applications within the scope of the position
• Comply with standard processes and procedures documentation
• Diagnose and analyse problems in a timely and professional manner
• Monitor all production application components to ensure high availability and meet or exceed client expectation
• Contact development teams to assist in incident resolution in relation to system alerts
• Maintaining relationships with key strategic partners and customers
• Identify opportunities for process, systems and application improvements in a dynamic environment architected to solve problems and improve processes
• General knowledge of software development lifecycle
• High degree of initiative, mature judgment, and discretion
• Good communication and organizational skills
• Ability to conduct and direct research into IT issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Provide accurate monthly reports in a timely manner to Management
• Become efficient in the use, workflow and capabilities of the system used for support

Qualification:

• Relevant qualification or related experience
• An understanding of/the ability to read and debug code advantageous
• An understanding of different message formats advantageous
• Customer support experience
• Excellent written and communication skills
• Excellent interpersonal skills
• Ability to perform general mathematical calculations for the purpose of creating business cases,
  budgets, and so on
• Highly self-motivated and directed
• Detail oriented
• Focus on solution, proven analytical, evaluative, and problem-solving abilities
• Able to work under pressure, showing ability to effectively prioritize and execute tasks in a high
  pressure environment
• Exceptional customer service focus
• Team player
• Extensive experience working in a team-oriented, collaborative environment
• C#, .NET, MS SQL advantageous

Please consider your application unsuccessful if you have not received a response within two weeks of applying.