General Information
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City Bristol State/Province Bristol Country United Kingdom Department Presales & Implementation Date Friday, May 3, 2024 Working time Full-time Ref# 20033066 Job Level Individual Contributor Job Type Experienced Job Field Presales & Implementation Seniority Level Associate
Description & Requirements
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About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech.
Job Summary:
As part of our continued expansion, Xerox IT Services requires an Application Support Manager to join our Client focus team based on the client site. This is a hybrid role with the office in Whitchurch, Bristol, BS14 0BL.
The primary focus of the Application Support Manager is to be a key contributor in the ongoing support & maintenance to critical Application platforms that underpin the client’s use of applications & services. The Application Support Manager will be expected to be a subject matter expert on a diverse range of Application technologies and will provide a key technical escalation point for the infrastructure team & Service Desk Team.
The Application Support Manager will play a crucial role in contributing and evolving our client’s application stack, by being involved in application migration projects and providing a key role in keeping all applications fed and watered as well as working with the Service Desk Team to deliver the best service for our clients applications. The role will work closely with Infrastructure Technical Specialists & Technical Field Analysts and Service Management teams, and mentor internal staff whilst ensuring constant innovation & best practice for our customers.
Main Duties:
1. Provide level 3 & 4 support for key incidents and issues
2. Provide problem management and technical analysis
3. Maintain existing Application systems
4. Perform troubleshooting & root cause analysis documentation
5. Proactively look to develop existing solutions to improve resiliency, availability, and performance.
6. Ensure that applications are patched and maintained in accordance with the clients & Xerox expectations
7. Work with the IT Service Delivery Manager to ensure that any risks to availability or performance are identified
8. During exceptionally busy periods it may be necessary to support the regional or customer-based Service Desk Technical Field Analyst and Infrastructure Specialist teams to ensure the call answering KPI’s are maintained
9. Own the Application roadmap process for all supported applications. Chair roadmap calls with the client to keep them informed of progress
10. Develop and Maintain Knowledge Base articles
11. Raise Change Requests when necessary and represent change in CAB
General Responsibilities:
As part of the dedicated client team for IT Services you will be expected to participate fully in:
12. Actively chase suppliers or resolution groups for resolution to incidents or problems
13. Maintain and monitor system and infrastructure performance across the stack
14. Provide infrastructure forecasting reports to pre-empt performance / capacity bottlenecks
15. Act as a technical Quality Assurance gate for design and project operational onboarding
16. Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager
17. Develop operational run books and knowledge base information
18. Proactively work with the client as a part of an extended technical team
19. Work as part of a team to implement/design new solutions
20. Working with 3rd line resources across ITEC to resolve or escalate problems
21. Act as an incident escalation point within in an ITIL Service Desk environment
22. Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency
23. Identify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmap
24. Ensure infrastructure is secure and meets security guidelines.
25. Mentor team members on best practice
26. Develop and maintain run books. Ensure configuration documents are up to date
27. Ensure service processes for change, configuration and problem management are always adhered to.
28. Raise Change Requests and attend Change Advisory Board where needed
29. Be professional and courteous to colleagues and the clients
30. Visit datacentre and branch offices to perform site audits
Required Qualifications:
31. A high-level understanding of IT and networks
32. Knowledge of desktop, server and printer hardware and their components
33. Knowledge of network devices and their roles
34. Proficient in the use and support of:
35. iManage / IDLE / Raven Server Side & Client Side
36. Bighand Administration
37. Microsoft Intune
38. ITIL 4 or higher
39. Microsoft Office
40. Microsoft Windows Client
41. Microsoft Windows Server
42. Active Directory
43. DNS, DHCP
44. Mimecast
45. SCCM
46. A CMDB Product (Lan Sweeper)
47. MS Teams
48. MS Defender
49. inTapp
50. Interaction
51. 3E PMS
52. Liberate
53. Sharepoint
54. ChromeRiver
55. Ability to plan, organize and adapt to changing job tasks within own role
56. Team worker and ‘can do’ attitude
57. Excellent customer facing, communication, interpersonal and presentation skills
58. Strong analytical, logical and troubleshooting skills
59. At least 3 years leadership experience
60. At least 5 years of application support experience
Preferred Qualifications:
61. Legal application experience
62. IT related degree
63. Citrix - CCA, CCP, CCE
64. VMWare - VCA, VCP, VCAP, VCIX, VCDX
65. Microsoft Azure
66. Remote Desktop
67. MS Axure Virtual Desktop
68. MS Autopilot
69. Veeam
70. Microsoft
71. MCSA, MCSE
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