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Technical Applications Support Lead

Posted: 2017-12-04

Industry
IT/ Computers - Software
Function
IT
Role
Other Software/Hardware/EDP
Posted On
4th Dec 2017
Job Ref code
MON/12/2017-TECHAPP-
153
Job Description

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Technical Applications Support Lead- Doha(12 Months)

prosource.it is a managed IT services provider focusing on infrastructure, operational and project requirements across the corporate enterprise market. Our global office presence extends from Aberdeen and London in the UK to Houston, Calgary and Dubai. We have a workforce of +600 staff and contractors worldwide and continually have opportunities in challenging and rewarding roles.

 

We are seekingaTechnicalApplications Support Leadto manage a team based in Doha, providing support toour client’s technical applications portfolio for users in Doha and in other locations across the organisation. The role will predominantly be involved in day to day co-ordination of the Application Support Team.

Core responsibilities:

  • Coordinate and assure day to day operation of Applications support team
  • Report to company representative status of operational activities
  • Understand levels of demand and potential required increase / decrease in resources across the service
  • Act as escalation point, provide ownership of issues, and actively work with service partners to plan a resolution
  • Gather service statistics including ticket response and resolution KPI's
  • Gather customer satisfaction feedback and resolve customer complaints
  • Ensure support team adheres to service procedures as defined (for example change control)
  • Chair operational meetings with team and service partners
  • Drive delivery within support team, and ensure team are effective in-service provision
  • Ensure service documentation and inventories are kept up to date and relevant to service requirements
  • Perform the duty of Problem and Change Manager (or Change Co-ordinator)
  • Promote and drive service improvement and promote to company representative
  • KPI, SLA monitoring and investigate breaches
  • Reporting of monitoring, measurement of KPI’s & SLA’s and analysis
  • Ensure the team adheres to safety guidelines
  • Prioritise incidents and requests, based upon customer input and defined criteria, to ensure service delivery to the customer is optimised effectively
  • Diagnose incidents in order to understand what technical solutions can be provided
  • Provide technical solutions where resolution is known
  • Co-ordinate where appropriate responses to incidents / requests with service partners (infrastructure, data management), 3rd party vendors and ensure customer is kept up to date with progress
  • Work in accordance with established SLAs, and agree timescales for delivery of solutions with customers
  • Provide technical application installation and configuration
  • Manage licensing related incidents for technical applications
  • Coordinate application upgrades according to agreed upgrade schedule and within the change management practices defined
  • Capture known issues and related information to drive knowledge transfer across both Applications support team members and other support groups
  • Create and maintain application inventories and documentation
  • Highlight areas of improvement needed within support processes and procedures, make recommendations where appropriate
  • Provide enhancement suggestions to improve service offering either internally within the support mechanism of the team, or externally to improve business experience of service
  • Daily/weekly checkpoints with customers and other vendors

 

Skills and Experience:

  • Technical and service management/delivery background
  • Proven experience in technical support roles in the upstream oil and gas industry
  • Prior experience of supporting technical applications deployed on both Windows and Linux operating systems
  • Experience in installation, configuration and troubleshooting of technical applications such as; Petrel, Techlog, Eclipse, OpenWorks/Decision Space, EDM, Bentley SACS, ARCGIS would be advantageous
  • Certified in ITIL v3 and/or experience working in an ITIL environment
  • Good communication and problem-solving skills

 

Up to 270K QAR annually

 

 



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