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Application Support Team Leader

Berry Bros. & Rudd
Job LocationBasingstoke
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Job Title:Application Support Team LeaderReporting To:Head of Service DeliveryDirect Reports:Application Support AnalystLocation: Basingstoke, with frequent travel to LondonThe job in a nutshellThis role will provide management for the Application Support Analysts in addition to 1st and 2nd (day to day) support to Berry Bros. & Rudd employees for all core business applications, and therefore will be the first point of contact for all core business application queries.You’ll provide day to day support on core business applications to the whole Berry Bros. & Rudd user community in all regions (applications include SAP S4/HANA, Success Factors, Hybris (CS Cockpit & Storefront), LS Retail, Intranet).Who you will work withInternal: All Berry Bros. & RuddExternal: All 3rd Parties providing support for business applicationsWhat you will do

  • To provide day to day leadership of the Application Support Analyst team. Ensuring work is allocated effectively and dealt with in SLA, training needs identified and met, processes defined and documented, escalations managed internally and with suppliers.
  • To provide 1st / 2nd line support for all IT core business applications, which includes logging the nature of the problem, investigating and resolving where possible
  • To escalate urgent problems requiring more in-depth knowledge to appropriate resources within the company or externally as needed.
  • To maintain a robust process of logging and assigning issues and service requests to the relevant support team members and external suppliers
  • To provide issue resolution within the assigned Service Level Agreements and pro-actively reduce the opportunity for calls
  • To liaise with external suppliers for call tracking and resolution within their agreed Service Level Agreements.
  • To work side by side with users to understand their challenges and IT issues daily and make recommendations for application improvements
  • To ensure that all working practices comply with Health and Safety legislation
    • What you will bring to the roleExperience / Achievements
  • Leadership role of small teams
  • Must be fully computer literate with experience of SAP, Success Factors and/or Hybris
  • Extensive experience of Application support, particularly in a retail environment
  • Knowledge of database and reporting technologies (desirable)
    • Your Skills, Knowledge and Behaviours
  • Strong resource management skills
  • Excellent oral and written communication skills
  • Excellent customer service skills
  • Ability to make quick and effective decisions
  • A keen problem solver
  • Highly flexible, with the ability to adapt
  • Ability to work under pressure
  • Effective organisation skills
    • Qualifications
  • ITIL Foundation (desirable)
    • Closing date for all applications is Friday 8th January 2021.

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