The role

Reporting into the Application Support Manager, this role will act as deputy in managing the IT's application support teams on a day-to-day basis, supporting our global user base.

Responsible for addressing incidents, requests and service escalations relating to business applications
Identify and drive initiatives to improve the quality and resilience of the core application footprint
Act as an effective co-ordinator across complex support issues, managing the interaction and integration between internal and external teams
Point of contact for upgrades or enhancement activities undertaken by internal or external project teams/suppliers
Collaborate across the company's outsourced partners to deliver a seamless end user experienceKey accountabilities

Maintain an analysis of application major incidents, ensuring root cause analysis is completed and preventative, proactive steps are taken to prevent a recurrence.
Represent Application support throughout both the change management and problem management process.
Help lead the Application support team to deliver and optimize support and implement initiatives to drive consistent service across the applications portfolio.
To provide management and delivery of application support in conjunction with the application support manager
Manages documented agreements (SLAs) across all relevant application support teams
To facilitate and manage the collation of application support processes and documentation
Manage governance and controls where appropriate, including regular audit feedback and evidence collating
Responds to user and service requests on a timely basis, ensuring adherence to SLAs.
Establishes, strengthens, and develops relationships with stakeholders to support their needs, and achieve business objectives
Provides support to project teams and other areas of IT in the implementation of upgrading or newICT services.
Ensures market and commercial awareness to investigate how to get the best of underlying services and identify proactive solutions.
Keeps up to date with industry trends and technology developments
Manage conflicting support priorities, working with support teams and the application support manager to propose solutionsSkills & experience

ITIL Certified
Insurance specific application support
5+ years of previous experience in IT service delivery including Application Support in Insurance sector
Management of, or working with external Service Providers – ideally off-shore
Successful management of remote (supplier) teams
Knowledge and experience of the financial services sector especially insurance
5+ years' experience as a computer specialist
Effective stakeholder analysis
Managing the Customer Experience
Strong application support experience