The Applications Support role
manages the day to day operational support of the various
applications within the application portfolio of Clyde & Co LLP.
This includes responsibility for investigating and resolving
escalated & highly problematic individual tickets, including
wider ranging problem tickets. The role also includes improving
functionality; ensuring overall health; enhanced monitoring to
ensure all applications are performing & functioning as
expected. This position participates on IT related projects to
ensure that new or updated solutions are transitioned into
production in a supported manner, whilst contributing to the
creation of KB articles. The successful candidate for this position
must have strong analytical skills and be able to own technical
issues through to resolution.
Key Responsibilities
Complex Issue Resolution
Work with various software vendors to
resolve escalated & problem tickets
Manage and resolve escalated issues
Provide hands on training to Global
Customer Service teams in order to skill up support teams
Conduct deep dive technical analysis to
resolve system problems, ensuring procedures and processes are
followed for system changes
Follow all predefined incident &
problem management processes
System Maintenance, Monitoring
& Administration
Monitor applications to ensure
performance, stability and functionality is as expected across the
application portfolio
Create and update relevant processes and
documentation, including run books and support guides
Work with vendors and partners as needed
to ensure system uptime and performance
Preventative maintenance; patching;
capacity & performance management, monitoring and alerting
Participate in on-call rotation and out
of hours scheduled maintenance.
Work within the Change Management process
Projects & Planning
Contribute to resource planning by
providing highly accurate workload estimates to management
Maintain knowledge of current/upcoming technology
Contribute to projects by ensuring
smooth transition of services into production
Provide recommendations and plans for
continual service improvement and optimizations
Act as the subject matter expert when
working with vendors, Global Customer Support and Project Teams
Work with vendors and partners as needed
Create, review and update KB articles to
ensure systems are supported consistently throughout the firm
Perform small BAU systems upgrades and replacements
Input and periodically review IT
Disaster Recovery plans, ensuring they are documented, updated and
assist with testing of DR/BCP plans.
Communication
Communication of issues and updates to
other teams and management
Ensure knowledge is shared and systems
are supported globally.
Please click on the link below to see the
full job description. #LI-KH1 #LI-HYBRID
