Applications Support Manager, Ghana

JOB PURPOSE

To provide technical and other user support services to all assigned business applications within the Company

DIMENSIONS

• Support business applications across the organization
• Support all users on all business applications across the organization
• Work for longer hours including shift-working on holidays, Saturdays and sometimes Sundays
• Develop and maintain in-house applications for use by all Company users

KEY RESULT AREA

• User satisfaction – Over 95% of reported issues are resolved within agreed timelines
• Root cause analysis – Over 80% recurrent issues are identified and resolved permanently

RESPONSIBILITIES

• Take ownership of all logged issues - incidents/requests within business application support unit
• Provide technical support to IT projects and initiatives
• Manage and ensure business continuity from applications perspective, ensuring backups are taken according to the Company’s backup policy
• To effectively review all application logs to ensure services are not adversely impacted

• Maintain and update log of all issues arising from all assigned business applications
• Troubleshoot and arrive at root cause of all assigned issues
• Resolve all assigned issues
•  Liaise with vendors to support all assigned applications
•  Ensure change control procedures are enforced
•  Provide technical/application support to users in the Company.
• Provide on the job training to Branch Systems Administrators/users.
• Manage set-up and installation of new applications as and when required
• Test out fixes/patches sent by vendors before implementation
• Submit weekly issues and resolution reports
• Take on other tasks and projects as and when required

INFORMATION SECURITY RESPONSIBILITIES

• Abide by the Company’s ISMS (Information Security Management Systems) policies and procedures
• Safeguard the Company’s information assets in accordance with its ISMS policies and procedures