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 facilitation organizational 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