Application Support Manager - Digital

Mitchells & Butlers
07 Oct 2017
14 Oct 2017
Contract Type
Full Time

Mitchells & Butlers has an exciting opportunity for an Application Support Manager to lead a team of Software Support Analysts. Working within the Business Change & Technology department and reporting to the Head of Technology & Systems Support, the Application Support Manager will ensure that their team provide technical support, consultancy and expertise across all of M&B’s systems. The role holder will work closely with vendors and BC&T colleagues to create a culture of continuous improvement, to ensure our systems remain up to date, optimised and aligned to our IT Roadmap. The Application Support Manager will take a hands on approach to the role by supporting and maintaining the web platform and digital applications.

This role is challenging and rewarding, with responsibilities including:

  • Lead, coach and develop a team of Software Support Analysts to ensure that the team has the knowledge and skill to manage M&B’s systems

  • Manage the funding and implementation of software upgrades/improvements that are initiated by BC&T Change processes or in response to problem management processes

  • Define appropriate standards and best practices, aligned to ITIL industry standards to ensure adherence to BC&T guidelines

  • Provide 2nd and/or 3rd Line Support to the Service Management team during incidents and problems

  • Proactively own the analysis and resolution of technical issues and problems, escalating where necessary to obtain the necessary funding

  • To create and maintain systems documentation and ensure that our systems remain secure, legally compliant and resilient to meet the criteria in the Service Catalogue

  • Create and maintain a continuous improvement plan to increase the capability and performance of our systems

  • Provide advice and technical expertise to new initiatives and authorised projects

  • Pre-actively engage with our vendors to understand their IT roadmaps and work with the Service Design team to ensure M&B’s IT Roadmap is in line with the vendors’ plans

  • Develop an in depth knowledge of the systems and technologies deployed within M&B and embed that knowledge in Service Now to assist our 1st Line support teams

  • Escalate any risks to our services to the Head of Technology and System Support

  • Support Vendor Managers with supplier reviews and audits when appropriate

    Job Requirements

  • Minimum of 2 years’ experience in a Software/Applications Management role

  • A strong understanding of web and digital applications and prevailing technologies, including some of the following:

  • Adobe Experience Manager or similar CMS
  • Adobe Campaign or similar
  • Web Development (inc Agile methodology)
  • New Relic or similar monitoring tools
  • Managed and Cloud infrastructure
  • Application lifecycle management
  • Driving technical debt resolution
  • Domain name management
  • Secure certificate management
  • Web technologies (HTML, CSS, Javascript)
  • Software as a Service applications, Database
  • Ability to work under pressure

  • Approachable style with a passion for continuously improving systems

  • Strong planning and organisational skills

  • Demonstrable problem-solving and analytical skills

  • Degree level or equivalent

  • ITIL Foundation V3

  • PRINCE 2 Agile desirable

    Key Competencies: Drive for Results, Win with Our Customers, Forward Looking, Making the Complex Simple

Closing Date: 12th October 2017