Application Support Team Lead

Application Support Lead We're hiring!
Aon are currently recruiting an Application Support Lead to join our team in London. The Application Support Lead will be primarily responsible for building out a new Application Support team within Aon Tyche. The role will involve defining processes and standards, creating a team, and running a best-in-class Application Support function to provide second-line business and technical support for our rapidly growing client base across all Aon Tyche applications (both hosted and installed).
About Aon Aon Plc is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance.

Aon's software platform, Tyche, is used by some of the largest life, non-life, composite and pension firms worldwide, which benefit from the ground-breaking capabilities that Tyche gives them. Our consulting team provides a full breadth of actuarial services with a focus on Tyche implementations and developing solutions in Tyche. We have a strong team of outstanding developers and our IT team offer fully hosted solutions
Aon is an equal opportunities employer. Aon's recruitment and selection policy ensures the best possible skill mix of colleagues and the highest quality candidates are appointed using objective job-related criteria.
About the Role Your impact as an Application Support Lead:

• Working with key individuals across IT, Product Development and Delivery functions, to define the processes and standards for all support tickets;
• In conjunction with Infrastructure Support, ensure that the IT applications remain consistently available to all users through the management of tickets, root cause elimination of issues and implementation of appropriate practices and procedures;
• Building a strong, independent team of Business and Technical Support Analysts to provide global support for our web and desktop products;
• Spending time working with product teams, learning the applications and their support needs;
• Building a knowledge base and documentation to allow the team to scale and provide efficient support for clients;
• Defining and manage a set of metrics vital to supervise the support and application experience for clients. These should include both ticketing and application environment metrics (such as up-time, page load times etc);
• Working with the wider business to ensure SLAs are being met and are reasonably defined in contracts;
• Working with Product Leads to define development roadmap items to improve supportability for the product (both from a business and technical perspective) and support the development teams in delivering the right solutions;
• Effectively manage and prioritise requests or incidents using appropriate tooling and via appropriate communication channels (e.g. phone, email, helpdesk ticket);
• Being a "Support evangelist" across the organisation, working with product development teams to think about this from product inception; building in the right reporting mechanisms from the start;
• Managing the scheduling and delivery of plannable support tasks such as client upgrades and service requests. Where necessary work with the wider Development and IT Support teams to ensure all key personnel are available;
• Ensuring correct tracking of chargeable tasks through appropriate mechanisms such as time reporting;
• Being the voice of the client for application support, reporting back to management and driving for change and improvement;
• Building training materials and deliver training for new clients, working with the business to ensure appropriate content and expertise is available;
• Managing Major Incidents, ensuring that the right people from product, IT, delivery and business functions are involved, and providing clear actions and oversight;
• Building a training programme for new starters for the support function likely to include focused training and product rotation;
• Working with the product and business leads to build knowledge transfer into the organisation - particularly to begin with as the support function is built out;
• Working with management to define growth and resourcing plans for the support function as it grows. This is likely to include roles across multiple locations globally;
• Where required, provide support services through management of shift rotas of staff;
• The nature of the role may require out of hours working from time to time to support a global client base;
• Responsibility for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company.

About you Your knowledge and expertise:

• Degree or equivalent qualification in a computer/business related discipline;
• Working in a software support function to at least a senior level;
• Building and managing teams;
• Supporting hosted applications preferably in Azure;
• Experience providing appropriate support and expertise on on-prem installations to client users and IT teams;
• Knowledge of IT Service Management tools and processes e.g. ITIL;
• Strong knowledge of using and configuring issue management and CMS systems;
• A strong analytical mindset;
• Proven ability to work successfully with colleagues and clients in a high pressure situation;
• Clear communicator;
• Positive attitude and customer focus with excellent time management skills;
• Willingness to share knowledge and build a supportive culture;
• Ability and willingness to research best practices, adjust as appropriate and implement within a new environment;

Good to have:

• Insurance or Finance domain experience;
• Working knowledge of ITIL and Microsoft Operations Framework;
• Major incident experience;
• ServiceNow;
• Delivering training;
• Azure;
• Experience using Microsoft SQL Server;
• Experience of SaaS support.

Salary and Benefits This role offers a competitive salary and bonus, plus a comprehensive benefits package and 25 days holiday. Through our flexible benefits, you will also have the opportunity to choose additional benefits, including healthcare and additional holiday. We also offer tremendous potential with a growing worldwide organisation.
Our Colleague Experience Every day, our colleagues make a difference, work with the best, own their potential, and value one another. Together, we share this one purpose: to empower economic and human possibility around the world. This unifying goal is at the heart of our identity, and it lives in everything we do. To learn more about our colleague experience, visit Aon Colleague Experience.
We're happy to talk flexible working. If you need to flex your working pattern, Aon offers flexible and agile working policies and we're happy to discuss options with you upon application.