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Application Support Team Lead - Service Delivery

Job Title: Application Support Team Lead - Service Delivery
Contract Type: Permanent
Location: City of London, London
Salary: £45000.00 - £55000.00 per annum
Start Date: 13/11/2017
Reference: JO0000000661_1510584706
Contact Name: Prospectus
Contact Email:
Job Published: November 13, 2017 14:51

Job Description

Applications Support Team Lead - Service Delivery

Salary: £45,000 - £55,000
Location: City of London

Are you looking for a more hands on senior role?

Do you enjoy working within the finance sector?

Do you want to work in modern offices with excellent views in the City of London?

If so, this is the role for YOU!


The successful applicant will work in the Service Delivery Department providing line management responsibilities for in-house support analysts and report to an IT Systems Support Manager.

Your primary role will be to provide application incident resolution while minimising service disruption and facilitate operations. You will work within the framework of the service model to ITIL standards.

You will work as part of the Service Delivery Application Support team providing 1st & 2nd line support for the existing application landscape. In addition, you will provide technical advice and guidance to each support analyst in your team.

In the line managers absence, you will act as their deputy and as such represent System Support at meetings such as the Weekly Management Meeting and the Change Approval Board. You will also provide line management to individual support analysts in terms of performance reviews, training needs and any personnel related issues.

You MUST have:

·Degree in Finance, Business or IT
·ITIL V3 Foundation (minimum) - Ideally, but not mandatory if experience can be demonstrated:
·Experience of working in a Service Desk environment using ITIL methodology
·Familiar with industry standard ITIL processes, procedures
·A good knowledge of wealth management, its workings and the finance industry in general would be extremely advantageous
·Hands-on and proven track record supporting applications in: NET, C#, MVC, Oracle, SQL, XML, XSL, VB, Web Services, ASP.NET, IIS, server applications and alike.
·Microsoft Web Environment (IIS, XML , Html)
·Other useful skills would be an understanding of simple UNIX/LINIX commands, familiarity with standard desktop applications

Desirable Skills:

A broad knowledge of all systems used within the company and the Wealth industry would be of great assistance in this role.
o FISCAL is the core system, any previous experience on this system or on UniVerse would be an advantage
o Pulse is the Client Portfolio Management tool, any previous experience on this system would be an advantage
o Other systems where a good understanding of the functionality and processes involved include: Proquote and Web applications


·Work within the service model framework, following all guidelines and controls for the relevant processes to ensure compliance and quality
·Priorities defects/service requests assigning relevant priority for timely resolution
·Manage through to resolution incidents and service requests for all applications
·Co-ordinate and liaise with system experts/build resources/other relevant technical resources in resolution of incidents
·Provide a quality, reliable and timely support service delivering to the agreed SLA's
·Develop and maintain technical support documentation.
·As required, perform daily, monthly and periodic application and system checks / changes
·Ensure full engagement with the service transition and release processes and to provide quality assurance checks and risk analysis against any new or changed application operational requirements.
·Prepare for and provide regular and reliable service reporting to meet management requirements
·Contribute to IT Service continuity and DR procedures and ensure these are tested and enforced
·In future implementations you will be fully engagement with the service transition and release processes and to provide quality assurance checks and risk analysis against any new or changed application operational requirements.
·Where workload allows, you will aid the delivery of small changes from defining the business requirements, build, test and implementation using structured methodologies.

You SHOULD be:

·Open and honest in dialogue, processes and seek consensus in decision making
·Be creative, co-operative and collaborative
·Tenacious and a highly motivated self-starter
·Able to thrive on change and demonstrate a "can-do" attitude to all things asked of you
·Break china" for the end-user, having the tenacity and confidence to challenge convention - support of the Business is everything we stand for
·Cast iron integrity in all dealings, both internal and
·Uses logic and analytical methods to solve difficult problems

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