The Team Reporting to the Application Services Manager, the role provides expert third line technical application support & maintenance across the suite of Norton Rose Fulbright applications, to a large global user base. Quality of service delivery & support is key, as is a knowledge of application development and an appreciation of infrastructure design within a legal framework / architecture. Strong problem solving and a pragmatic approach will be required.
To provide third line support and resolution for incidents and problems within an ITIL framework.
Collaborate with the application development teams to ensure supportable solution delivery and quality assure systems as they move from development into test and live.
Work as part of a team to deliver projects to improve systems manageability & supportability (in house & 3rd party) within the Change Management delivery process.
Participate in DR invocation and testing and provide maintenance and monitoring of DR / BCP readiness.
Provide an escalation point for application issues
Creation of technical documentation and facilitation of hand-over for small development projects
Monitor and report on system performance feeding into capacity planning and application development.
Escalate and manage incidents with suppliers - building effective service relations with suppliers
Monitor and maintain data processing and data feeds between systems
Skills and Experience Required
Experience of supporting and maintaining enterprise applications with a good appreciation of applications design & development including database and infrastructure technologies
Excellent troubleshooting, problem solving & delivery skills coupled with a good understanding of ITIL support processes
Experience of supporting key technologies and critical systems:
Experience of implementing, customising and supporting third party systems including managing suppliers to delivery
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