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AH 1169 |
Team Lead
(Application Support) |
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Duties: |
To provide leadership to an Application Support Team that is responsible
for supporting all standard desktop services, and business applications
that are hosted on the shared infrastructure within the Government Data
Centre.
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Requirements: |
Education:
Associate Degree in Information Technology or any equivalent
combination of experience and training
Specialist knowledge and experience working with international ICT
best practices such as ITIL
Three (3) years experience in an ICT environment
Working Experience:
5 years experience at a management level designing and
implementing ICT infrastructure and enterprise solutions
5 years experience managing teams in a fast paced, project centric
environment
Proven ability to develop complex, integrated technical solutions
A sound understanding of working within national, international,
corporate and industry and professional standards
Practical experience in policy development and project management in
the areas of E-Commerce/E-Business
Extensive knowledge of the principles, techniques, practice and
methodologies of ICT-enabling technologies and enterprise-wide
application sharing
Significant experience in pulling together multiple government
stakeholders (national/regional government agencies and educational
institutions) in order to facilitate a collaborative or shared service
offering
Solid understanding of international trends in ICT-enabling
infrastructure and enterprise-wide applications, including pricing etc.
5 years experience at a management level implementing and supporting
enterprise-wide application systems
5 years experience managing mission-critical business applications in
a fast paced ICT environment
A sound understanding of working within national, international,
corporate and industry and professional standards
Solid understanding of international trends in ICT-enabling technology
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Key Tasks: |
Guide team to work with Government Data Centres helpdesk to provide
Tier 1 support to business application users of business applications
hosted within Government Data Centre
Ensure compliance with Service Level Agreements that are established
with business application owners and Tier 2 support team (typically the
vendors that develop and/or maintain the business applications)
Work with Tier 2 support team to implement enhancements to business
applications upon obtained business owners approval
Perform desktop application support to customers e.g. test, plan and
execute installation of approved software (e.g. Microsoft server and
desktop products, anti-virus software) at ministries and departments
throughout the public service
Support office automation systems including e-messaging systems (e.g.
Microsoft Exchange) and network security solution (McAfee Total Defense
and ISA Server)
Recommends and assists with computer software upgrades
Diagnose and correct software problems
Advise clients on the availability of, and access to updates for
anti-virus software, Microsoft products and service packs
Respond to client inquiries, offers technical assistance to system
users and provides updates, status and completion information to
management
Assist with the maintenance of Microsoft software inventory and audits
Contribute to the development of ICT annual estimates of expenditure
and other strategic / operational plans
Ensures the availability of the service as part of the daily routine
and oversees continuity management ensuring disaster preparednessWork
may require the ability to travel locally and overseas.
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