Application Support Team Lead

This successful candidate will lead our team of mid-level support consultants to provide high quality operational and technical application support to Redbox customers and internal business functions.

Job Purpose : 

This successful candidate will lead our team of mid-level support consultants to provide high quality operational and technical application support to Redbox customers and internal business functions.

Owner of P2 level Problem Management process, the team lead understands the business products and services, the team's capacity to deliver against defined SLA and represents the customer.

The key objective of this role is to minimise the adverse impact of incidents on the client business and prevent reoccurence of incidents by building the knowledge base of common issues and resolutions.

This role will require working outside of core business hours to meet business needs on a shift basis.

Duties & Responsibilities :

• Lead and prioritise the Level 2 support team work
• Provide technical leadership to the Level 2 team and assist them filtering out issues
• Effectively work and support team to achieve KPIs
• Develop, coordinate and promote effective problem management activities 
• Ensure reporting is accurate and on time 
• Take the lead on complex problems that require interacting with 3rd party
• Troubleshoot and resolve P1 issues when required
• Contribute to the planning of application/infrastructure releases and configuration changes
• Ensure all technical and non-technical documentation is up-to-date
• Ensure the team contributes to a knowledge database aimed at effectively improving and reducing incidents recurrence
• Proactively identify and propose service improvement to the Support Manager