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Applications Lead

Job Profile

At Mott MacDonald, we have a global team of over 200 IT specialists dedicated to advancing the tools we use and supporting our 16,000 staff based in 180 offices. The Op Centre at Chennai is a centralised support centre for global IT services in Mott MacDonald which provides 24x7 service desk support and up to L3 level support for applications and infrastructure support services.


The Op Centre Applications lead reports to Head of IT Operations centre for managing overall application services support undertaken by Chennai Op Centre and providing operational leadership to the application support staff in Chennai whilst ensuring the global processes are adhered to. The functional governance and framework for application services operation will be in coordination with the services owners for application services under IT Director – Global Applications.

Job Description

At Mott MacDonald, we have a global team of over 200 IT specialists dedicated to advancing the tools we use and supporting our 16,000 staff based in 180 offices. The Op Centre at Chennai is a centralised support centre for global IT services in Mott MacDonald which provides 24x7 service desk support and up to L3 level support for applications and infrastructure support services.


The Op Centre Applications lead reports to Head of IT Operations centre for managing overall application services support undertaken by Chennai Op Centre and providing operational leadership to the application support staff in Chennai whilst ensuring the global processes are adhered to. The functional governance and framework for application services operation will be in coordination with the services owners for application services under IT Director – Global Applications.

Responsibilities:



Lead the team and own/ monitor operational support activities under:
o
Productivity applications – O365 – complete stack, SharePoint, FTP, Live Link
o
Project applications – Autodesk, Bentley and design engineering applications
o
Business Applications – HR, Finance and business applications including Deltek ERP
o
Disaster recovery operation



Responsible for 24/7 monitoring of IT Environment and Support, for running an ITIL compliant operation and enforcing security and compliance requirements



Be responsible for the management of all incidents and requests in Application Operations queue for prompt closure.



Responsible for achievements of assigned SLTs and OLAs



Coordinate and manage communications for major and high impact incidents and escalations as required.



Coordinate resolution of application services related issues by local staff and improve the knowledge and capabilities through skillset development and knowledge management.



Prioritise functional and hierarchical escalations from customers to ensure that they receive the highest level of service.



Coordinate collaborative functioning with Application service owners and their teams



Manage resources for providing adequate cover for support per shift.



Escalate any resource/technical/coordination issues to Head of IT Ops Centre if required



Conduct feedback meetings, PDRs and monthly 1:1s with each analyst, using performance analytics to improve service support.



Ensure timely and effective resolution of all customer incidents and requests.



Ensure timely escalation to core support teams/ external vendors where required



Manage continual service improvements to deliver improved application services.

Candidate Specification

Essential education, experience, knowledge, and skills:
• A Computer Science/Engineering graduate or a degree in related discipline
• At least 8 years of experience in Application support operations with lead/manager experience of at least 4 years with specific experience in related services – O365, SharePoint, ERPs, Document management systems, hosted services



• Knowledge of Service Management best practices



Ability and experience of working across diversity of BU divisions and IT functions


Personal Attributes
• Exceptional team leadership skills.
• Ability to effectively prioritise and execute tasks in a high-pressure environment.
• Exceptional written and oral communication skills.
• Keen to learn and ability to absorb and retain information quickly.
• Proven analytical and problem-solving abilities.
• The ability to independently react to work priority adjustments, alterations promptly and efficiently.
• Flexibility of working to conform to shifting priorities, demands and timelines.

Work Pattern
Regular 40 hrs/week (extendible up to 48 hrs/week based on shift management requirements), Shift operations to provide global support coverage

General Behavioural Competencies



Teamwork:
We are better together.



Integrity:
We always do what is right.



Respect:
We appreciate others and care about the wider community.



Excellence:
We strive to improve and to exceed expectations.

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