Application Technical Consultant

Application Technical Consultant

Salary: £ 18.87 Per Hour

Full Time (37 hours per week)

Role Purpose:

This role works is within Resources and Transformation and reports to the Application Support Services Team Leader. 

Application support is responsible for providing 2nd and 3rd line (in some cases) investigation, diagnosis and resolution of incidents and problems related to an application within the Service Level Agreement and following service procedures. Also to provide technical support (including upgrades, redesign), advice and development to projects and requests, to assist with continual service improvement and stability.

The primary objective of this role is to return the customer to a ‘normal’ state of operation as soon as possible. When this is not possible to retain ownership of the call and manage the customer relationship through its lifecycle (development/third line support).   Ensuring smooth operation of the interface between 2nd and 3rd line support teams and is accountable for ensuring SLAs are met.

Applications Support must ensure calls are effectively investigated before escalation to 3rd line development/supplier resource and that any requests for further information are undertaken as directed.  

Responsibilities:

• Manage the MS SQL environment, online backups, maintenance plans, High-Availability, manage instances and assist suppliers with installation.
• Manage incidents through the incident lifecycle; from initial classification and prioritisation through to closure.
• Progression of known applications problems, via problem management. Ensuring there is no further adverse effect. 
• Manage any requests for service (RFS) through the request lifecycle; from initial classification and prioritisation through to closure.
• Assisting in the assessment of work packages (Project tasks), quantifying the impact in terms of resource/development effort, assumptions, dependencies, potential issues and risks.
• Monitor queues and react according to the agreed KPI’s and Service Level Agreements.
• Resolve incidents according to the agreed Service Level Agreement and ensure that records are updated. Providing 2nd line investigation, diagnosis and resolution across the application.
• Create/Maintain support information and work instructions ensuring adherence to 2nd line processes.
• Provide a key role in the transition of new applications from development into support by close liaison with Developers and Project Managers to ensure knowledge transfer.  To be aware of defects/known errors impacting service. Assisting where necessary in major planning exercises.
• Supporting and learning emerging technologies
• Work within the Change Control Process, raising change and assessing change across applications
• Provide input into MIR’s (Major incident Reports), overseeing all application related actions/recommendations through to completion.

We offer:

• 24 hour one on one specialist consultant based within your geographical area
• 4Recruitment Services Employee Benefits Programme
• Our own dedicated payroll support ensuring you get the full benefits of your payment

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Amber Debens on 07860953716 or via email AmberD@4recruitmentservices.com