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Fantastic opportunity for Applications Team Leader to join a large IT services organisation located in Hampton, Peterborough.

Applications Team Leader – NOC Cloud & Apps

Permanent
Salary £35,000 – £45,000 DOE
Hours: 7.5 hours a day, Mon-Fri working between the hours of 8:00-18:00
Location: Hybrid role working 2 days from the office and 3 days remotely

Knowledge & Experience:

Firstly, 3 years of experience in a similar SLA based support role
Secondly, excellent customer service skills and experience delivering projects and complex changes
Furthermore, an awarness of ITIL methodologies, best practice and industry recognised qualifications in relevant areas.
Proven capability in the following technologies – Certification an advantage:
Windows Server 2012R2/2016/2019
Active Directory (Core AD Services, DNS, DHCP, GPO, AD Replication, PKI)
Exchange 2013/2016/2019
Microsoft SQL Server Administration
Desirable
Proven knowledge of the following technologies
Microsoft 365 Administration and Microsoft 365/Azure AD Identity Management
Cloud based technologies IaaS, PaaS. Either Microsoft Azure or AWS

Personal Attributes:

Firstly, good communication skills, verbal and written
Secondly, punctual and reliable
Most importantly, Positive, enthusiastic and supportive individual
Furthermore, ability to take ownership or to identify when escalation is necessary
Be good at working under pressure
Great team teamer and support team members
Finally, great communication and interpersonal skills including listening, building rapport,
establishing empathy whilst demonstrating awareness of internal and external issues
in a calm and polite manner

Main purposes of the role:

Provide leadership, guidance and line management to a team of 2nd and 3rd Line Application Engineers
Provide support to delivery teams with relevant information regarding service performance via meetings, telephone conferences, email, or reports
Identify and manage training or development needs in line with company procedures
Maximize productivity and improve service delivery to achieve and exceed SLAs, OLAs, and KPI targets
Manage organisational change within the team, including changes to procedures with regular comms in a timely manner
Develop, grow and maintain professional working relationships with all internal stakeholders and customer equivalents
Ensure company processes, procedures, and contractual requirements are followed whilst maintaining high levels of customer service
Set high-quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
Provide a point of technical escalation and expertise
Escalate potential service issues and work with vendors when required
Act as a role model for technical competence, helpfulness, facilitation of learning, and teamwork
Respond to incidents logged in the Incident Management system when required and provide end-users with a technical solution within Service Level Agreements
Provide technical assistance to ongoing projects and the transition of new customers when required
Proactively maintain and develop knowledge, skills, and experience through client contact, industry sources, formalised training and development plans.
Provide ongoing support to Business Development Managers, Service Design, Product Design, and Transition to drive new business and service capabilities
Assist with the design and creation of new Support Services and the review of existing services.

If you have the outlined skills and experience, please apply,

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