Ballyvesey Holdings is the privately owned parent company of a wide range of trading subsidiaries. Established in 1970, the group's main activities are centered around commercial vehicles in transport and logistics, vehicle rental, truck and van sales, aftersales support and maintenance, trailer manufacturing and spare parts sales, transport industry services, construction equipment sales and rental, and property development.
The IT Applications Engineer will be responsible for delivering support, maintenance, and improvements to the Group's application portfolio including SaaS, on-premise and Cloud-based applications. Working within the IT Applications Management team the post holder will provide third-line support for incidents raised with the Service Desk, identify and manage problems through to resolution, ensure all applications are capacity managed and available to IT users, and provide application service improvements for Group business units.
There is a project delivery element to the role to assist in the design and implementation of new and improved IT applications, and also a DBA element which involves the on-going management and maintenance of company databases, both local and Cloud-based, ensuring the databases run at optimum performance.
A focus on IT service management is required for all Group IT teams, with the management of incidents and service requests assigned from the Service Desk and implementation of changes in line with IT SLAs. The role will involve some occasional on-site IT delivery for Group companies, and requires excellent customer service and communications skills and the ability to build solid relationships within IT, business, and vendor teams.
Role Purpose
- Work as part of the IT Applications Management team to maintain the group's application portfolio across a wide range of vendors, in-house teams and software as a service (SaaS) providers
- Ensure all applications are run, maintained and available to business users in line with the IT SLA
- Manage and resolve incidents and service requests in line with the Group IT processes and SLA targets
- Build close working relationships with third party vendors to support the business applications portfolio
- Maintain the Group SQL databases to ensure they perform and are available in line with the IT SLA
- Work closely with the IT infrastructure and architecture teams to improve and implement new solutions and service improvements
- Work closely with colleagues across Group business units to resolve customer issues and problems
- Provide application management reporting against KPIs
- Deliver pro-active problem management solutions for major incidents and problems within agreed timescales both internally and externally with the 3rd party vendors
- Work with the Group business units on service improvement programs in conjunction with IT Service Management
- Contribute to the IT Applications Roadmap for the development and delivery of new and enhanced applications to support business requirements
- Provide out of hours cover on a rotation basis (with other Group IT teams).
Reporting Line
Reports to Applications Team Lead
Accountabilities
- Maintenance and availability of all Group applications to the IT SLA
- Resolution of incidents in line with the IT SLA, covering business applications and databases
- Ensure application changes are documented and submitted to CAB for approval (to ensure the impact of production changes are understood before implementation)
- Ensure regular database maintenance tasks are configured and run on a schedule to maintain performance
- Ensure any issues or risks relating to business applications and databases are identified and acted on
- Work with the Application DBA to ensure classification and integrity of the group data sets
- Assist in the delivery of KPI's for monthly reporting on business applications and data
- Assist in the delivery of the service improvement plan for business applications and database environments
- Work closely with group business units to provide IT input to their operational delivery and business plans
- Create or assist in the production of business cases for future application initiatives
- Business continuity / disaster recovery planning for the applications portfolio
- Creation of new or additional documentation for the group's application portfolio
- Provide input to projects for the delivery of new and improved applications.
Specific requirements
- Extensive experience working within an IT Applications Management team, including detailed understanding of IT applications to support business processes
- Ability to recognize and diagnose faults swiftly and efficiently
- Day to day management of third-party application suppliers
- Experience working with Microsoft SQL in an Azure environment (or equivalent)
- Working knowledge of Azure and AVD setups (or equivalent)
- Designing and maintaining databases based on business requirements (predominantly SQL)
- Documenting application design including process mapping and business process flows
- Experience of working in an enterprise-level environment
- Hands-on approach to IT delivery.
Desirable requirements (the following are not essential but would add value):
- ITIL Foundation certificate
- Business Analysis experience
- Experience in Dealer Management Systems (preferably Kerridge Autoline)
- ERP systems management / implementation
- Sage Payroll Cloud 50 & P11D, Sage 200
- SAP SuccessFactors (HR, Payroll)
- SQL report writing
- Power BI designing data st