Application Support Team Lead- CRM at ADvTECH

Provides service on a shift bases for the Tertiary Business:

• Weekdays up to 12 hours (07:00-18:00)
• Saturdays and Sundays as required
• Develop Department Standard Operating Procedures
• Resolve Service Escalations
• Oversee Upgrades and Installations and migrations
• Responsible for ensuring quality customer interactions and for improving the experiences customers have with the Application, with the goal of increasing customer satisfaction that will result in retention and acquisition strategies being achieved and maintained.

Application and User support

• Ensures applications/systems integrations are operating at agreed SLAs(Uptime) to facilitate the successful execution of business transactions
• Ensures a stable performance environment for the business application system
• Identifies and resolves applications and systems problems.
• Leads out troubleshooting and resolution of Major Incidents. Facilitates maximum Incident Response procedures.
• Provides direct support and coaching to all levels of managers and supervisors as they help their direct reports through transition and supporting at campus level.
• Ensures that L1, L2 and L3 service desk agents are equipped and capacitated to support during critical business cycles.
• Tracks and communicates user related issues with Brands during feedback meetings.
• Analyses and embeds procedures based on past & present business cycles and mitigate risks to ensure effective and timeous service delivery.
• Collaborates with the Business Application Manager/s in ensuring processes are embedded and followed.
• Identifies and communicates, in collaboration with Application Support staff and risks, trends and possible solutions to the BAM.
• Supports brand to embed best practice on business processes and resolution of issues at campus level.
• Commissions, produces & administers Knowledge base articles arising from calls, applications and systems support
• Develops, publishes, shares and maintains support documentation for other colleagues within the application to drive a consistent and effective customer experience

Application Monitoring & Testing

• Monitors incidents and ensures resolution within SLA
• Handles escalations from business and is the lead with regard to Incidents
• Initiates Customer service review meetings with Brands
• Provides business with a monthly review of services provided and status of planned changes and enhancements.
• Handles escalations from business and is the lead with regard to Problem Management.
• Attends and reviews management meetings with brands monthly
• Documents and agrees processes and procedures for Application operation
• Participates in pre and post release testing of change requests.
• Ensures that Application Support staff are trained on all business process and changes being implemented.
• Communicates any gaps/concerns to BA’s and BAM to ensure issues are addressed accordingly
• Supports with regression testing

Stakeholder Engagement

• Ensures proactive communication, via e mail, takes place to inform all stakeholders (Internal and Business) of:
• Brand specific trends in regards to incidents logged
• Provide possible solutions to resolve issues effectively and quickly.
• Status of major incidents, quantities and possible plans in resolving issues.
• Instance upgrades(Down Time).
• Prepares and/or disseminates announcements through dedicated MS Teams channels, as necessary
• Supports the BAM with monthly reports on call numbers, resolved, pending, open, major issues/incidents/problems.

Project Participation

• Participates in various IT projects intended to continually improve/upgrade the systems and applications.
• Plans and assists with IT and systems projects to ensure optimal delivery and minimal disruption and or downtime.
• Liaises with other teams and team members within AIT to ensure the delivery of- projects are done on time and within the parameters of best practice set out by AIT and governance.
• Participates in change control and other project-based governance forums to ensure AIT standards are followed and adhered to.

Continuous Improvement

• Proactively researches and locates necessary tools and processes to identify and avert systems and applications service depletion. Ensures continuous optimization of systems/ application performance
• Facilitates the implementation of new or enhanced processes.
• Stays up-to-date with the latest trends and technologies in system administration and recommends changes and improvements to existing infrastructure
• Leads and motivates direct reports to achieve agreed objectives.

Team Leadership

• Ensures adequate and appropriate human resources are in place to deliver the business objectives.
• Ensures that resource availability and knowledge is available in critical business cycles.
• Sets performance objectives for staff, conducts appraisals and initiates EDWs.
• Draws up action plans to address poor performance.
• Mentors staff ensuring optimal work/personal life balance is achieved.
• Manages staff outputs in line with group human resource guidelines.
• Establishes and keeps up to date a succession plan for the team.
• Ensures that staff attend regular training to ensure that they meet the requirements for their role and develop their skills.
• Institutes monthly reporting sessions for team members to track progress and compliance of systems and work done.
• Arranges onboarding for new and existing staff.
• Manages HR processes with staff including leave planning and approval.

Education (Formal Qualification required)

• IT Diploma 
• Bachelor's degree in Information Systems, Informatics or Information Technology or Education