Being a subject matter expert for a given toolset, recommending features and functions to the internal team and business.
Taking responsibility for a wide range tools and applications including on premise, SaaS and cloud based solutions.
Managing, investigating and solving individual cases to ensure satisfactory outcomes for our customers.
Training and continual mentoring of engineers, juniors and new team members.
Investigating and escalating MI’s to major incident manager.
Providing support to the Business Systems Applications Team Leader as appropriate.
Liaising with other departments to ensure timely resolution of cases and ensuring that our customers and stakeholders are kept informed of progress.
Managing 3rd party suppliers to SLAs and forming excellent working relationships to leverage the best service.
Overseeing testing and deployment of software or application patches and upgrades to ensure compliance, security and support levels are maintained.
Ensuring availability of our systems through monitoring and reporting for both on premise and cloud hosted solutions.