Achilles Information Limited

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Application Support Manager

Application Support Manager

Job Location (Ubicación del puesto) 
Posted Date (Fecha de publicación) 
Maximum Salary (Salario máximo) 
Commission (Comisiones) 
Car Allowance (Asignación de vehículo) 
Other Benefits (Otros beneficios) 

More information about this vacancy (Mas información sobre esta vacante)

Overview (Información general)

To lead a global team ensuring that either customer facing or internal IT applications are operational, and when problems occur they are rapidly identified and fixed. This position will assist IT and Business teams with implementing projects/programs that are compliant with operational requirements and agreed solutions that enable availability, reliability and supportability of production applications and services. Ensuring that the quality of service improves customer engagement, collaborating with users of Achilles systems, and partner with other IT staff in providing a quality and responsive IT service to users.


Typically reports to: Head of Service Delivery & Infrastructure

Number of reports (direct/indirect): 4-6 Team Leaders 

Key relationships (external/internal): Development Teams, Infrastructure Teams, Project Managers, Product Manager/Internal Business System Owner, Designers, QA, Deployment, Third Party Providers,

Travel requirements: Some

Responsibilities (Responsabilidades)

Break Fix

  • Facilitating and coaching application support team to ensure effective break-fix provision
  • Ensuring the necessary resource and capability is available to ensure agreed service levels are met in a cost-effective manner
  • Determining the application support model for Achilles and ensuring it is understood and effectively executed across the team
  • Acting as the senior coordinator within application support in regard to crises and major incident management
  • Liaise with development, architecture and infrastructure support teams to ensure effective input into any break-fix solution implementation



  • Facilitating and coaching application support team to ensure effective service transition
  • Ensuring the necessary resource and capability is available to ensure service transition delivers to agreed time, cost and quality standards
  • Ensuring that a proactive approach to problem avoidance is in place and working effectively
  • Identify and implement   ongoing improvement to the application support function and ensure appropriate allocation of resources and capability
  • Ensure effective management and delivery of any specialist third party services used as part of the delivery model for Achilles applications. 
  • Ensure that any lessons learnt from supporting platforms is fed back to the Development and Infrastructure teams and any improvements included in future application releases.
  • Ensure that the Application Support knowledge base is maintained, controlled and updated with new systems documentation. 
  • Drives the implementation and adherence to incident, problem, and change management processes
  • Provide clear performance metrics and senior management level reporting regarding the Service Transition activities and deployment of releases covering all support teams.
  • Improves process maturity items across the team and department. Knowledgeable of industry best practices and benchmarks. Advises leadership on appropriate maturity level needs, gaps, and required level to maintain or transform processes.


Team Leadership

  • Coaching team leaders to support the professional development of the team
  • Undertaking effective performance management, including performance review, taking remedial action where required

Qualifications (Cualificaciones)


  • Previous experience in global application support role, managing multiple teams that are geographically dispersed
  • A successful track record of leading a global application support team


  • IT degree or equivalent experience


  • ITIL or equivalent application support model with specific experience of the Release, Control and Validation Capabilities or the Service Transition Lifecycle
  • Setting SMART clear objectives
  • Training & coaching

Options (Opciones)

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