The technical lead will have responsibility for ensuring the review of handover processes and documentation and ensuring appropriate training of the support team is undertaken before new adaptive changes are completed and accepted into support by the sustainment team.
Managing/handling initial response to customer calls in accordance with defined processes and agreed service level agreements / targets.
Business (Operational) Acumen - Extensive understanding of how businesses work, and why. Helps develop future policies and practices
Business (Operational) Acumen - Extensive understanding of how businesses work, and why. Helps develop future policies and practices.
Data Model/Architecture - General ability to build conceptual (Cognos), logical (systems), and/or physical (database) models using computer tools. Integrates models across domains and applications and translates models from one level (e.g. conceptual) to another (logical).
Decision Making - Recognises a variety of issues, problems, or opportunities and determines whether action is needed; Evaluates options by considering implications and consequences; chooses an effective option. Implements decisions or initiates action within a reasonable time, and ensure buy-in and understanding of the resulting decisions.
Planning And Organizing - Identifies more critical and less critical activities and assignments; adjusts priorities when appropriate. Allocates appropriate amounts of time for completing own work; avoids scheduling conflicts. Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently; coordinates with internal and external partners.
Release & Configuration Management - General ability to manage all software configuration items and the installation and cut-over of the computing products within a given scope.
A sound technical knowledge of ITIL principles (ITIL Certification Service Delivery highly desirable).
Strong experience of establishing and the negotiation of Service Level Agreements (SLAs).
Experience of leading teams and managing the provision of an EDW support service to external clients.
Experience of working with the MoD will be advantageous.
Ideally the candidate will have experience of working with Data Warehousing and Business Intelligence tools, preferably Cognos or Business Objects.