Application Support Manager

Job Listing No: 9740000

Application Support Manager

Role Detail

Role: Application Support Manager

Dept: Capita IT Services : Applications Services

Location: Montague House, Adelaide Road, Dublin 2


Capita Life & Pensions Ireland is looking for an effective and motivated team leader to help grow the Application Support team and manage a group of 8 to 12 team members working on built in applications as first line support. The Team Manager cultivates the happiness of their team members while guiding them to be the best they can be, through feedback, mentoring, and advocacy within the organization. This means helping to set team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals. The Team Manager is also responsible for managing operational projects on a larger scale.


  • Respond to new incidents as per SLA’s, ensuring calls are completed in a timely manner with minimum disruption to the operational areas.

  • Support implementation and provide post implementation support

  • Develop and maintain good working relationships within Capita and clients as necessary

  • Actively manage the call list queue and ensure continuous focus is made to meet SLA’s and provide regular communication to other stakeholders in advance of SLAs being impacted and highlighting issues/Incidents that may impact work-lists

  • Participate in the process of integrating and releasing new application/software functionality into the ‘business-as-usual’ environment, ensuring all service operational acceptance activities have been successfully developed and agreed prior to handover.

  • Identify trends and propose solutions with the aim of reducing the impact to the business

  • Manage day to day running of the IT Application Support Team

  • Ensure calls are completed in a timely manner with minimum disruption to the operational areas (speedy resolution of calls)

  • Assess calls in an effort to reduce the amount to calls done by the team

  • Performance Management of staff in the department

  • Ensure each team member has a Skills matrix and training objectives

  • Ensure each team member has a Development Plan that helps them achieve their career goals

  • Help team in assessing calls to ensure they meet the criteria for production defects

  • Foster a good work environment for IT Application Support Team (interesting, potential growth, always learning, happy to be working for Capita)

  • Document Weekly Service Delivery Report

  • Attend Initial Design Reviews – representing IT Apps Support’s interest ensuring IT Apps Support is not impacted by the solution proposed

  • Issue and Incident management

  • Maintain BAU Support Process


Knowledge, Education & Experience

  • Education: Computer Science Degree. (Exceptions may be made where relevant experience compensates and in-depth experience demonstrated)

  • Experience in working in an IT environment

  • Prior experience in managing application support and delivery

  • ITIL Certification / experience of working in an ITIL environment is an advantage

  • Good knowledge & understanding of the systems lifecycle

  • Relevant third level qualification or professional equivalent

  • Strong analytical skills and proven ability to deliver accurate, relevant and timely information

  • Strong ability to work with stakeholders at all levels within the organization to understand the key business requirements for the technical platforms

  • Proven experience of working with both business and IT stakeholders

  • Strong knowledge of key business applications and ability to provide SME level contribution to the operations teams

  • Excellent organizational skills and a proven ability to manage multiple priorities and ensure that deadlines are consistently met

What’s in it for you?

At Capita, training and development aren’t optional extras: they’re how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day’s holiday, pension scheme and access to voluntary benefit options including; child care vouchers, share plan schemes, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita’s vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.

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