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Application Support Lead

Country : United Kingdom

Region : Yorkshire

County : West Yorkshire

Town : Leeds

Category : Retail

Contract type : Permanent

Availability : Full time

Company presentation

Aspiring to be an Agile first organisation, our talented IT team work tirelessly to provide a seamless internal and external customer experience with the purpose of delivering genuine customer value. Working in close partnership with the brands, the team strive to be a catalyst for business transformation, showcasing industry leading technology solutions with the aim of making Arcadia as well known for how it uses technology as its brands are known for their fashion.

Job description

Lead the 2nd Line application support teams, providing technical support across the Arcadia Group IT for business critical technology stacks. These include but are not limited to: Retail, Horizon, iSeries, Domino, Digital, Finance and Payroll Systems.
Day to Day
- Undertake the role in-line with the company and department values
- Create a collaborative and proactive Support environment working to Arcadia and Industry Best practises within an ITIL framework
- Coach and mentor individuals to inspire themselves and others around them. Ensure development plans are created and team members have the resources to succeed within their roles
- Line Manage all individuals in-line with Arcadia Group Best practises and procedures
- Liaison with Arcadia Business units, L3 support teams as well as 3rd party suppliers
- Become hands one when needed and triage, identify incidents and apply work arounds
- Become hands on when needed and triage, identify underlying issues and create problem tickets for technical escalation
- Continually evaluate how incidents can be reduced, through smarter ways of working, root cause analysis, user training etc etc
- Involvement in Project work as required
- Rapidly establishing a good working relationship with other professionals, both internal and external in order to maintain technical environments
- Assist with the scoping and planning for appropriate projects
- Liaise and work within an enterprise support groups
- Identify patterns and their effect on operation/system availability
- Develop proactive support processes, identify and implement service and technology improvements


- Have proven experience supporting and leading enterprise based application support teams for a minimum of five years
- Develop support teams to expand support scope both within and outside of the technology stack
- Able to manage a pressurised environment
- Coach and mentor colleagues to reach their potential
- Strong Team leadership skills, leading by example at all times
- Ability to manage multiple activities and designate tasks and responsibilities to others appropriately
- Good communication skills (written and verbal)
- Passion for technology and retail
- Ability to create a proactive and energetic environment for team members to flourish
- Great communication skills that will engage our colleagues in business
- Strives to always do better, rating themselves by how they have helped people and the feedback they have received, rather than by perceived status
- Highly motivated self-starter who will work beyond the boundaries of job descriptions and of defined roles and responsibilities to ensure that whatever needs doing to deliver success is achieved
- Ability to motivate others to go beyond and reach their potential
- Ability to recognise IT Systems and Services are critical parts of a business function
- ITIL V3 Foundation Certified or proven experience of working to ITIL processes
- Good Technical skills and a desire to further develop them
- Good Incident Management skills, logical and analytical approach to problem analysis and proven problem solving skills
- Experience using a call logging systems, such as Assyst, JIRA etc.
- Five years' experience of leading support teams
- Strong problem analysis skills, trend analysis and resolution.
- Provide out of hours escalation support.
- Demonstrable ability to work accurately and clearly to explain technical matters to non-technical users in verbal and written communication
- Experience of working to priorities within a fast paced environment
- Ability to manage teams to OLA's
- Provide reports to management on team successes and where improvements can be made.
- Drive efficiencies through smarter ways of working
- Line manage a team of highly skilled technicians
- Adhoc duties
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