Technical Support Manager (London)

We are currently recruiting for a Technical Support Manager in London.

Pay rate: PAYE 426.57 – 580.67 per day.

Contract duration: Temporary ongoing

Purpose:

Key result areas for the Technical Support Manager are:

• Support the alignment of Business Change and IT Change across the MPS Mobility ecosystem.
• Work across delivery streams and work with team leaders to:

• Successfully deliver individual delivery plans
• Oversee integration from Transition to Production
• Act as central point for integration of all changes to in-scope systems and interfaces

Oversee the successful delivery of Mobility application outputs and the successful running of the systems across Cloud and on-prem.

Duties: 

The supplier is responsible for:

• Managing new applications, projects and services and transitions into service
• Monitoring system performance against KPIs and periodically reporting against services.
• Developing industry best practice ITIL based solutions for:
• Incident calls to be progressed and ensure queues and mailboxes are processed efficiently;
• L2 functional support for all in scope services;
• Change management, Test and Release;
• Impact and risk assessment to production services;
• Liaising with Senior Responsible Owners and/or Lead Business Users in relation to significant issues within scope systems.
• Creating and maintaining relationships with key internal and external stakeholders and ensuring a strong customer service focus is maintained across all service provision and best practice is adopted.
• Developing and delivering services required for access, security and user management.

Knowledge, Skills and Experience:

• Accreditation in ITIL level 3 or above.
• 5+ years relevant experience in service management in a secure environment.
• In depth knowledge of call management systems including Remedy and ServiceNow.
• Broad knowledge of infrastructure, networks and environments.
• Ability to assess both business and technical risks, balance risks against benefits and propose appropriate actions to mitigate risks.
• Experience of working closely with development, test and deployment teams.
• Technical management of Open-Source development and management tools such as Jira/Confluence.

Apply online or contact Terri O’Keefe on 01925 377 878. You can also email terri@peelsolutions.co.uk  for more information on this role.