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Practice Group / Department:
EMEA IT Applications
Job Description
We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.
Our
Newcastle office is currently recruiting for
Application Support Manager. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. We celebrate multiple approaches and points of view and believe diversity drives innovation, so we're building a culture where difference is valued.
The Team
The Application Support team provides second and third-line support across the entire EMEA Application estate at Norton Rose Fulbright. The team reporting into the Application Support Manager is responsible for all aspects pertaining to maintenance of the estate from ticket resolution to upgrades and patching. Quality of service delivery and support is key, as is a knowledge of application development / integration and an appreciation of infrastructure design within a legal framework / architecture. Strong problem-solving skills, team management / coordination, customer engagement and a pragmatic approach will be required to be successful in this role.
This a permanent role, within an area that requires day to day leadership, coordination, and forward thinking.
Key Responsibilities
- Manage the team to provide second and third line support and resolution for incidents and problems within an ITIL framework.
- Own, escalate and manage incidents/tickets within the team and with suppliers or other internal teams (including building effective service relations with suppliers and the broader internal IT community).
- Accountable for cataloguing, remediation and maintenance of test and production application assets including application related O/S patching.
- Provide an internal escalation point for application issues and be available for escalation related standby and manage the teams out of hours responsibilities.
- Oversee and forecast team capacity to ensure BAU and project work is adequately supported. Manage core team to create capacity to absorb applications exiting deployment projects. Work with ITSM and others to ensure that projects exiting projects entering BAU have all required support artifacts.
- Ensure knowledge, support, disaster recovery and other documentation is created, maintained and reviewed in alignment with ITSM best practice.
- Act as the service owner for applications within the team’s area of accountability. Ensure data processing and data feeds between systems are monitored and managed.
- Report on status of support tickets whilst establishing strategies/execution plans for ticket management. Report on team and system performance to manage and plan capacity and also to report to management.
- Represent the team in CAB meetings, assessing impacts of changes whilst owning the approval process. Participate in DR invocation and testing and provide maintenance and monitoring of DR / BCP readiness.
- Work closely with architecture to facilitate future roadmaps per application
- Establish best practice support processes and ensure that they are adopted by the team.
Skills And Experience Required
- Experience in managing, supporting, and maintaining enterprise applications with a good appreciation of applications design and development including database and infrastructure technologies.
- Excellent troubleshooting, problem solving and delivery skills coupled with a good understanding of ITIL support processes.
- Excellent track record of people and team management.
- Experience in implementing, customising, and supporting third party systems including managing suppliers to delivery.
- Awareness of structured development, analysis and project management methods (SDLC, Prince, DSDM, UML etc).
- Experience in supporting a combination of legacy (on-site or cloud (Azure)) and SaaS based solutions.
- Ability to proactively recommend and implement alternative working practices.
- The ability to learn and support current and new systems quickly and effectively.
- Excellent written and verbal communication.
- Proactive and flexible, team player.
- Ability to organise and plan work independently.
- Ability to work in a rapidly changing environment
- A proactive outlook to problem solving.
- Ideally, experience of managing, supporting, and enhancing software solutions in the legal sector.
- Ideally, experience of managing and supporting key technologies and critical systems, suca as DMS, workflow, IP protection, collaboration and legal-domain applications.
Diversity, Equity and Inclusion
To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential.
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.
We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.
