2nd Line Support Manager

Description

Job Description:

Leidos are a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation. 

https://www.leidos.com/company/global/uk-europe

Due to Business Growth we are now looking for a Application Support Manager to join our team.

The Application Support Manager is primarily responsible for providing technical support services as part of the Application Management Support (AMS) team.  The ASM should be a first point of escalation for the customer and will also assume line management duties for a number of direct reports within the AMS team.

Technical

Must have

• Demonstrable experience in application support for a large, complex and highly available IT system;

• Able to perform initial triage and assign to the correct resolver group;

• Able to explain and refer a technical issue to a 3rd line engineering team;

• Experience of Linux or similar operating systems;

• Experience of Netcool, DB2, Oracle, and Websphere products;

• Exposure of development and test methodologies.

Nice to have

• ServiceNow, BMC Remedy, ITILv3.

Strategic

• Support the Senior Software Engineering Manager in implementing company strategy throughout the AMS team;

• Support development of Application Management solution offerings;

• Communicate capability offerings to the Senior Software Engineering Manager;

• Support and maintain customer relationships and act as POC for the AMS team;

• Ensure that AMS skills are kept relevant to changing technologies of which customers take advantage throughout their service term.

Operational

• Take technical ownership including the tools used to provide the service, strategy for application development/improvement and identification of potential issues to ensure the efficient and effective provision of the support service;

• Ensure AMS team related SLA’s and customer promises are exceeded;

• Respond to requests for assistance from L1, 2 & 3 Service Desk Analysts to ensure resolution of issues within service levels;

• Take Ownership of complex Incidents and Service Requests to ensure that customers can use the business applications with the appropriate access and information required;

• Take ownership of problem records to identify root causes, workarounds and solutions;

What do we do for you? 

We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. 

Our reward scheme includes:

• Contributory Pension Scheme

• Private Medical Insurance

• 33 days Annual Leave (including public and privilege holidays)

• Access to Flexible benefits (including life assurance, health schemes, and cycle to work scheme)

External Referral Bonus:

Potential for Telework:

Clearance Level Required:

Travel:

Scheduled Weekly Hours:

Shift:

Requisition Category:

Job Family:

Pay Range:

About Leidos

Leidos is a Fortune 500^® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.