Assistant Project Manager IT Application Support

Job Summary
In this role, you will play a crucial part in oversee and manage the application support team and ensure the smooth operation of critical business applications.
Job Responsibilities
Team Leadership and Management
• Lead, mentor, and motivate a team of application support analysts, providing guidance, performance feedback, and professional development opportunities.
• Define and allocate team resources effectively to achieve departmental goals and service level agreements (SLAs).
• Conduct regular team meetings, and one-on-one coaching sessions.
• Foster a collaborative and positive team environment conducive to high performance.
Operational Support
• Ensure timely and effective resolution of application incidents, service requests, and problems.
• Manage the incident, problem, and change management processes related to applications.
• Monitor application performance and availability, proactively identifying and resolving potential issues.
• Develop and maintain comprehensive application documentation, knowledge base articles, and troubleshooting guides.
• Implement and enforce standard operating procedures (SOPs) for application support.
• Monitor and evaluate testing quality to ensure delivery quality.
• Ensure adherence to ITIL best practices and relevant industry standards.
Quality Assurance and Testing
• Work with developers to ensure their solution design can satisfy user stories and acceptance criteria.
• Ensure acceptance criteria and any other test conditions are met before concluding a story is complete.
• Ensure that clear testing plans have been documented and executed before releasing software.
• Work with the development team to ensure automated testing is baked into the solution.
• Identify and document system deficiencies and recommended solutions.
Stakeholder Engagement
• Collaborate with other IT teams (e.g., development, infrastructure, security) to ensure seamless integration and support of applications.
• Communicate effectively with business stakeholders about application status, incidents, and planned maintenance.
• Manage escalation paths and ensure timely communication of critical issues to relevant stakeholders.
Disaster Recovery & Business Continuity and Documentation
• Participate in the development and maintenance of disaster recovery and business continuity plans for critical applications.
• Assist with testing and validation of recovery procedures.
• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Maintain comprehensive documentation, including application configurations, incident logs, and support procedures.