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- Manage, lead, mentor and develop support team, with a range of experience, in a fast-paced, highly technical environment
- Sets and communicates support team goals and objectives
- Deliver performance feedback, reviews, and staff development for the application support team
- Ensure high levels ofcustomer satisfaction with respect to volume of requests, response times and quality of service
- Provide feedback, training, and coaching to maintain/increase overall staff performance levels
- Act as a subject matter expert for software support issues
- Review product changes and defects with development teams and provide them with feedback to improve the overall product
- Establish and monitor support team's tickets and metrics and develop plans to help reduce reoccurring tickets in problem areas
- Meet regularly with the team to review tickets, status, metrics, and overall progress
- Recruits, hires, and retains individuals with skills, knowledge and experience necessary to enable the organization to meet departmental needs
- Effectively estimates complex work requests with requirements, specifications and documentation of ongoing support processes
- Manage production changes in accordance with lifecycle methodology; risk guidelines; and overall departmental governance protocols
- Manage the creation and maintenance of application Service Level Agreements, root cause analysis, and management communication protocols
- General Ledger or Credit Systems support experience is required. EDF applications include, Sun Systems, Paragon, SharePoint Concur, Blackline and others
- Bachelor's degree or higher in Computer Sciences, Management Information Science, or Business. Equivalent work experience may substitute for degree requirement
- 7+years of Technology experience
- 5+ years of experience in a management capacity
- 5+ years of Infrastructure/ Application Support experience
- Strong relational database experience using MS SQL Server is required including database structures (fields, tables, stored procedures, views, performance tuning, etc.)
- Advanced Excel (incl. VBA)
- Excellent conflict management, relationship building, partnering and team building skills is required
- Ability to mentor, coach, lead, supervise and develop effective teams
- Ability to plan and set goals to meet business results
- Excellent interpersonal skills including verbal and written communication skills to technical and non-technical audiences
- Exceptional customer service skills
- Proficient research, decision making and problem solving skills involving troubleshooting complex and never-seen-before business and technical issues and root cause analysis
- Strong organizational and time management skills involving project planning and leadership as well as effectively management multiple work streams of varying degrees of complexity
- Knowledge and application of .NET framework (involving HTML, XSL, XML, and related technologies) is preferred
- Experience in supporting a 7 X 24 hour environment
Principal Application Support Analyst - London, United Kingdom - E1 EDF Trading Ltd
Description
Description:
Responsibilities:
- responding to escalated customer issues timely andthrough to resolution; and
- negotiating solutions based on client needs and company policies