Manager – IT

Job Description:

Appended below is the JD for the Manager – IT role. This will be with our TC Travel & Services entity.

I will share with you the budget for the same in a while from now.

The job description for both the profiles is as follows

• Need the persons to be “Hands – On”          
• Lead and prioritise the application team’s work load
• Work with the vendor to get enhancements
• Develop, co-ordinate and promote the effective functioning of problem management activities across all support teams
• Contribute to the planning of application/infrastructure releases and configuration changes
• Provide input to application/infrastructure scalability
• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
• Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
• Provide 3rd line Application Support on complex internally and externally developed applications
• Provide input to administering and maintaining all production and internal environments
• Act as a technical resource for internal and external projects
• Ensure there are robust procedures and processes within the application support function
• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
• Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers
• Design, prepare and conduct training relating to Problem Management and the appropriate usage of the Support Management Service
• Provide timely and export advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems

Essential Personal Qualities

• Strong customer service and support focus with a desire to deliver a high quality service
• Self-motivated and highly professional with ability to lead and take ownership and responsibility
• Ability to multi-task, work under pressure and to tight deadlines
• A desire to learn and improve skills and knowledge
• Fast learner, energetic and enthusiastic
• Adaptable and flexible to business demands
• Strong organisational and planning skills
• Positive ‘can-do’ attitude
• Team player

Functional Skills and Experiences

• Experience leading technical support teams
• 3+ years’ experience in an hands-on application support lead/manager role
• Extensive problem solving and debugging skills
• Ability to independently apply production upgrades and support the products and technologies
• Experience in providing services to agreed SLA’s and OLA’s
• Experienced in Problem and Incident Management
• Experience with working in an ITIL environment
• Excellent interpersonal and communication skills
• Flexible in working outside of core business hours at short-notice

Technical Skills and Experiences

• Experience with supporting multi-tier infrastructures
• Experience with multi interfaced applications
• Experience in SQL
• Experience with supporting Java applications and an understanding of web technology