Description

You lead a global team of Application Support Analysts, ensuring the reliability and performance of mission-critical scheduling and corporate applications.

This role is on-site.

Responsibilities

• Lead and mentor a global team of Application Support Analysts, coordinating assignments across time zones and regions.
• Oversee incident, problem, and change management processes, ensuring timely triage, resolution, and ITIL compliance.
• Define enterprise monitoring strategies and develop executive-level dashboards for ticket burndown, system performance, and team metrics.
• Manage off-hours deployments, database updates, and configuration changes in collaboration with global IT teams.
• Collaborate with vendors and business units to align support activities with organizational priorities and deliver process improvements.

Required Skills

• 5+ years of experience leading a team of Application Support Analysts.
• Strong competency in relational database structures, specifically SQL and Oracle PL/SQL.
• Working knowledge of the Windows operating environment.
• Experience with Service Desk environments and IT ticket resolution workflows using ServiceNow, Jira, or similar tools.
• Proficiency in process documentation tools such as PowerPoint and Visio.
• Excellent analytical, verbal, and written communication skills with strong organizational abilities.
• Bachelor's degree required.

Preferred Skills

• Experience in the Media industry.
• Familiarity with enterprise reporting environments like Business Objects or Crystal Reports.
• Experience with broadcast management systems such as Operatives, IBMS, or MediaGenix WHATSOn.

Key Skills

Education

Bachelor's degree