Manage service components to ensure they meet business needs and performance targets
Lead the investigation and resolution of complex incidents
Take accountability for issues that occur and be proactive in searching for potential problems
Initiate and monitor actions to investigate patterns and trends to resolve problems
Effectively consult specialists where required
Determine the appropriate remedy and assist with its implementation
Determine preventative measures
Take inputs and establish coherent frameworks that work
Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)
Draft and maintain procedures and documentation
Understand the core technical concepts related to the role, and apply them with guidance
Identify process improvements and contribute to the definition of best practice
Offer recommendations on the best tools and methods to use

Demonstrable experience leading teams in managing and supporting a diverse portfolio of business critical applications
Expert in diagnosing and resolving issues across complex enterprise environments and multiple platforms including Windows, Linux, networking, SaaS, and AWS public cloud services
Proven ability to drive continuous service improvement by challenging established practices with evidence-based strategies, including delivering large-scale projects in line with methodologies such as ITIL, Prince 2, or Agile
Communicating and Influencing (Level 4)

Lead Application Operations Engineer

Key skills