Description

Key Responsibilities

• Team Leadership Operational Oversight
• Lead a global team of Application Support Analysts responsible for supporting and maintaining multiple highimpact scheduling and corporate applications
• Prioritize and coordinate assignments for issues impacting missioncritical systems across regions and time zones
• Mentor coach and crosstrain team members to enhance technical expertise and ensure consistent service delivery standards
• Incident Problem Change Management
• Oversee incident and problem management processes for assigned applications ensuring timely triage resolution and communication for production issues
• Troubleshoot application issues identify immediate remediation steps determine root causes and coordinate longterm corrective actions
• Manage change control activities including database updates configuration changes and offhours deployments in collaboration with global IT teams
• Ensure compliance with ITIL best practices for Incident Problem and Change Management
• System Support Maintenance
• Ensure optimal performance and reliability of mission critical systems supporting content scheduling broadcast operations and enterprise functions
• Perform routine maintenance upgrades and operational tasks during scheduled off-hours as needed
• Support testing activities including functional regression integration and user acceptance testing UAT for application changes and releases
• Monitoring Reporting Continuous Improvement
• Define and implement enterprise monitoring strategies to proactively identify and respond to developing issues
• Develop dashboards and executivelevel reporting including ticket burndown charts system performance metrics and team performance indicators
• Identify and deliver process improvements automation opportunities and selfservice reporting tools to reduce manual and ad hoc requests
• Analyze recurring issues and recommend longterm process or technology improvements
• Stakeholder Vendor Management
• Collaborate closely with Corporate IT teams business units and end users to align application support activities with organizational priorities
• Develop and maintain strong relationships with software and hardware vendors managed service providers and third-party partners
• Stay informed about application roadmaps upcoming enhancements and industry trends relevant to enterprise media systems

Additional Responsibilities

• Provide oncall support on a rotational basis including nights weekends or alternate shift schedules
• Support special projects and other tasks as assigned by IT leadership
• Requirements
• Undergraduate Degree required
• Experience leading a team of Application Support Analysts
• Working knowledge of the Windows operating environment
• Competency in relational database structures particularly SQL and Oracle PLSQL
• Experience in Service Desk environments and IT ticket resolution workflows
• Experience with Service Now Jira or other ticket management software
• Experience with process documentation and process documentation tools such as PowerPoint and Visio
• Excellent analytical communication both verbal and written facilitationorganizational skills
• Very strong results with people and thought leadership skills
• Strategic innovative thinking and vision
• Strong business acumen
• Excellent analytical skills
• Solid understanding of technology
• Excellent organizational skills with particular attention to detail
• Ability to work independently in a fastpaced environment
• Ability to learn new skills and concepts quickly
• Experience in the Media industry is a plus
• Experience with enterprise reporting environments such as Business Objects Crystal reports a plus
• Experience with Operatives Integrated Broadcast Management System IBMS or MediaGenixs WHATSOn or other distribution and scheduling software a plus

Key Skills

Education

Bachelor's degree