Lead-Application Operations

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Lead-Application Operations

Apply locations EDC Rockwell Business Center Tower 3, time type Full time, posted on Posted 8 Days Ago, job requisition id JR00003503

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1. Service Level Management

• Ensures that all requests for support are dealt with according to agreed service levels, standards and procedures

• Reviews service delivery and operations to ensure that agreed targets are met

• Identifies opportunities to improve service delivery

• Maintains the service catalog, service portfolio, knowledgebase, business process blueprints, service processes and other documentation and ensures they are updated

• Ensures timely renewal of application licenses/subscription and compliance with corresponding license agreement

2. Application Maintenance and Operations

• Performs ticket trend analysis to identify recurring issues, takes the lead in determining the root cause/s, and manages implementation of enhancements to prevent reoccurrence

• Ensures information security, regulatory requirements and statutory compliance are upheld within the assigned applications at all times

• Authorizes and monitors access to applications

• Accepts newly completed applications, modules, or features and ensures that they meet defined criteria upon release to operations

• Manages application of system upgrades, corrections and patches to ensure optimum performance and reliability of the applications

• Manages the development, implementation and testing of business continuity and disaster recovery plans

• Reviews capacity and performance reports and advises on the appropriate action to rectify the issues

3. Integration

• Ensures integration across systems in scope operate effectively

4. Change Management

• Manages the lifecycle of change requests including scoping, requirements gathering and prioritization activities

• Endorses to Architecture and Solutions Team potential projects

• Ensures adherence to standards and consistent execution of the change management process

• Systematically controls changes and maintains the integrity, coherence and traceability of the changes throughout the system

5. Training

• Provides guidance or training to users as necessary

6. Vendor Management

• Manages the delivery of Application Management Services (AMS) and ensures that service is monitored effectively and that identified actions to maintain or improve levels of service are implemented

• Validates monthly consumption and ensures optimized utilization of the AMS

• Engages proactively and collaboratively with suppliers to resolve incidents, problems and/or unsatisfactory performance

• Monitors supplier performance, customer satisfaction, adherence to defined standards and procedures, and compliance with contract terms