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Application Services Team Lead

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About the role

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Application Services Team Lead
 
This is an exciting opportunity to work within a fast paced, busy environment for a leading global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries.  Our Application Services Team Lead is responsible for leading the Applications Services team in maintaining production application environments. Additional responsibilities include Maintaining applications in the development and test environments for pre-release testing. Perform application administration monitoring services, reviewing system and application logs. Provide technical support including maintenance of installed applications software; implementing, configuring, and testing new product versions with end users; Interact with business users to troubleshoot installation and implementation issues; Maintain proper system documentation and regularly review and maintain the ICON IT knowledge database to improve overall customer experience and additional duties assisting the Application Services Manager.
 
 
 
Overview of the Role
 
  • Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.
  • As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
  • As a Manager, the employee is expected to recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
  • Support of Applications in accordance with ICON SOPs and appropriate project specifications
  • Perform application installations to include setup of users, setup and configuration of systems and other support tasks
  • Perform troubleshooting of application problems with no supervision
  • Provide assistance to the IT Development team when needed
  • Perform reviews of installations and patches
  • May be required to be on-call to support after hours issues as they arise
  • Ability to complete tasks on time with no supervision
  • Deep level of understanding of Information Technology applications
  • Ability to determine and make improvements to applications and processes
  • Must be able to complete individually incidents and service requests within defined SLA
  • Liases with Application Vendor when required.
  • Responsible for pro-actively looking at ways to reduce number of support calls.
  • Ensure interfaces between systems are maintained
  • Interact with Cross functional teams keeping them informed of status updates with no supervision
  • Assist in the review and hiring of new staff where appropriate
  • Ensure incident analysis is completed on time
  • Develop procedures and training documentation as required
 
 
 
 
Role Requirements / Skills / Experience Required
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Technical writing experience required
  • The qualified individual should have a strong technical knowledge of computer hardware, programming languages, desktop and database applications and must be able to work independently or as a team member for our organization.
  • A minimum of 8 years in an application support or other computer support services
  • Ability to manage support for 6 -8 applications
  • A working knowledge of the system development life cycle and general application support standards
  • Bachelor’s Degree in Information Systems, Computer Science or a related area preferred
 
Benefits
 
Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package.  This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.
 
We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.   
 
What’s Next
Following your application if you are successful you will be invited to an initial telephone interview with one of our dedicated recruiters who will be able to provide you with more details of this opportunity.
 
ICON is an equal opportunity employer - M/F/D/V and committed to providing a workplace free of any discrimination or harassment.
 
 
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