Xerox

As part of our continued expansion, Xerox IT Services requires an Application Support Manager to join our Client focus team based on the client site. This is a hybrid role with the office in Whitchurch, Bristol, BS14 0BL. 

The primary focus of the Application Support Manager is to be a key contributor in the ongoing support & maintenance to critical Application platforms that underpin the client’s use of applications & services. The Application Support Manager will be expected to be a subject matter expert on a diverse range of Application technologies and will provide a key technical escalation point for the infrastructure team & Service Desk Team. 

The Application Support Manager will play a crucial role in contributing and evolving our client’s application stack, by being involved in application migration projects and providing a key role in keeping all applications fed and watered as well as working with the Service Desk Team to deliver the best service for our clients applications. The role will work closely with Infrastructure Technical Specialists & Technical Field Analysts and Service Management teams, and mentor internal staff whilst ensuring constant innovation & best practice for our customers.

Main Duties:

• Provide level 3 & 4 support for key incidents and issues 
• Provide problem management and technical analysis 
• Maintain existing Application systems 
• Perform troubleshooting & root cause analysis documentation 
• Proactively look to develop existing solutions to improve resiliency, availability, and performance.
• Ensure that applications are patched and maintained in accordance with the clients & Xerox expectations
• Work with the IT Service Delivery Manager to ensure that any risks to availability or performance are identified
• During exceptionally busy periods it may be necessary to support the regional or customer-based Service Desk Technical Field Analyst and Infrastructure Specialist teams to ensure the call answering KPI’s are maintained
• Own the Application roadmap process for all supported applications. Chair roadmap calls with the client to keep them informed of progress
• Develop and Maintain Knowledge Base articles
• Raise Change Requests when necessary and represent change in CAB

General Responsibilities:

As part of the dedicated client team for IT Services you will be expected to participate fully in:

• Actively chase suppliers or resolution groups for resolution to incidents or problems
• Maintain and monitor system and infrastructure performance across the stack
• Provide infrastructure forecasting reports to pre-empt performance / capacity bottlenecks 
• Act as a technical Quality Assurance gate for design and project operational onboarding
• Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager
• Develop operational run books and knowledge base information 
• Proactively work with the client as a part of an extended technical team
• Work as part of a team to implement/design new solutions
• Working with 3rd line resources across ITEC to resolve or escalate problems
• Act as an incident escalation point within in an ITIL Service Desk environment
• Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency
• Identify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmap
• Ensure infrastructure is secure and meets security guidelines.
• Mentor team members on best practice
• Develop and maintain run books. Ensure configuration documents are up to date
• Ensure service processes for change, configuration and problem management are always adhered to. 
• Raise Change Requests and attend Change Advisory Board where needed
• Be professional and courteous to colleagues and the clients
• Visit datacentre and branch offices to perform site audits

Required Qualifications:

• A high-level understanding of IT and networks
• Knowledge of desktop, server and printer hardware and their components 
• Knowledge of network devices and their roles 
• Proficient in the use and support of:
• iManage / IDLE / Raven Server Side & Client Side
• Bighand Administration
• Microsoft Intune
• ITIL 4 or higher 
• Microsoft Office
• Microsoft Windows Client
• Microsoft Windows Server 
• Active Directory
• DNS, DHCP
• Mimecast
• SCCM
• A CMDB Product (Lan Sweeper)
• MS Teams
• MS Defender
• inTapp
• Interaction
• 3E PMS
• Liberate
• Sharepoint
• ChromeRiver
• Ability to plan, organize and adapt to changing job tasks within own role 
• Team worker and ‘can do’ attitude
• Excellent customer facing, communication, interpersonal and presentation skills 
• Strong analytical, logical and troubleshooting skills 
• At least 3 years leadership experience 
• At least 5 years of application support experience