Application Support Team Leader
Current• Responsible for the supervision & day to day running of the teams and their individual workloads, providing strong leadership and motivating staff• Assigns and monitors cases/tasks for the teams.• Works closely with the teams to work through client and internal issues related to open case tickets• Assigns and monitors cases/tasks for the Support team.• Co-ordinate support resource to ensure the appropriate level of service is provided.• Effectively build and maintain strong and productive relationships with customers.• Responsible for ensuring the satisfactory completion of all customer Service Requests.• Responsible for ensuring that all customer Problem Records are investigated and progressed within the appropriate time scales to resolution, and any fix be deployed following the Change Management procedure.• Work with Development to prioritise the fixing and QA of Bugs and Enhancements raised via Support.• Maintain appropriate level of product knowledge within support teams.• Ensure that support services provided are in line with customer support and maintenance agreements.• Manage customer expectations of support, chargeable Service Requests, Development fixes and Enhancements.• Create and execute plans to meet our technical commitments and revise as appropriate to meet changing needs and requirements.• Ensure support teams and team members are working cohesively • Investigating customer support logs• Design and create reports based on technical specifications provided.• Create various complex reports using Crystal Reports.• Used SQL extensively in command objects of Crystal reports.
