Technical Support Service Lead, RELX
Digital Applications
More information about location
Office located in Richmond, London
Information-based analytics and decision tools
Job no longer available
Information-based analytics and decision tools
1001+ employees
Job no longer available
More information about location
Office located in Richmond, London
1001+ employees
Company mission
To benefit society by developing products that help researchers, doctors and nurses, lawyers, businesses, governments and consumers make better decisions and get better results.
Role
Who you are
- 7+ years of Technical Support/Application Experience
- BS Engineering/Computer Science or equivalent experience required
- Other technology certifications as applicable
- Demonstrable skills in .NET, API's, HTML, CSS, Javascript, SQL, AWS
- Understanding of Data Flows, Integrations & Reporting
- Ability to manage an array of Application Technologies (Cloud/SaaS/On-Prem/Legacy)
- Experience of managing Digital Technologies & team members
- Understanding of backup & recovery procedures
- Proven knowledge of ITSM tools and Project Management Tools
- Advanced knowledge in multiplatform environments
- Ability and willingness to learn and adapt to new technologies
- Excellent Team & Service Management experience
- Strong communication (verbal and written) and customer service skills, including presentation skills applicable to a wide audience including senior and executive management, customers, partners etc
- Strong organization/project planning, time management, and change management skills across multiple functional groups and departments, and strong delegation skills involving prioritizing and reprioritizing workload/projects and managing workload/projects of various size and complexity
- Technology/Application Security exposure
- Excellent problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making
- ITIL Framework
- CSI - Process and tool/technology improvement
- Demonstrable experience of Service Transition, Change/Release and Problem Management
- Experience of managing technical support issues, including Major Incidents
- Technical writing documentation/SOP development knowledge
- Be able to translate & present an understanding of business needs
- Exposure to Agile Project Delivery
What the job involves
- This lead position will supervise and monitor the activities of the corporate technical support staff
- The position will also conduct analysis and prepare reports on progress, work trends, and problems
- Other duties include evaluating and developing Technical Support programs and policies and advising support staff concerning administrative procedures, technical problems, and priorities
- This role additionally serves as a primary escalation point for Application/Technical support specialists and Service Delivery
- It provides senior technical assistance to Application Users, Technical Support Teams and answers questions or resolves application problems for clients using communication methods available
- The role also acts as a Technical Service Owner for Applications in use within the organisation alongside engagement with various supporting teams (IT Operations, Development, Third Parties)
- The role will assist with management decisions, manage activities, and supervise the work efforts of individual contributors
- Manage a team of Technical Service Owners who are responsible for the day-to-day support of the Application Support Services
- Act as a Technical Service Owner/Service Integrator for distinct areas where 3rd Parties (Partners) are engaged to ensure the delivery of the overall technical support service to the business
- Manage and liaise with Partners & Vendors (suppliers) as required
- Ownership and/or participation in the Contract Renewal Process (Support)
- Carry out management responsibilities in accordance with the organization’s policies, procedures, and applicable laws. Responsibilities include interviewing, hiring, coaching and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems
- Conduct technical training/knowledge transfer when required to internal technical teams
- Strong skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others
- Ensure all staff is provided with training and resources needed to perform their jobs to the most outstanding degree possible. Maintain frequent feedback and coaching with team members in order to meet and exceed individual and team performance goals consistently
- Manage and encourage new ideas from team members to foster improvements through continuous improvements & innovations
- Ensure support services meet our committed SLA’s, and KPI’s are on target
- Present and/or participate in Weekly/Monthly/Quarterly Reviews as required
- Under minimal supervision, supervise, monitor, support, and assist with the resolution of any application operating issues, including failures and service level degradation
- Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers
- Advise others on resolution and solutions for issues
- Ownership of operating procedures and when they should be created/changed/updated
- Manage the onboarding of new or updated Global Technical Services into Production, including decommissioning of sunset services
- Where required, participate or own the Support Service Design for new application/technology implementations or transition
- Participate in IT Operations initiatives and projects, taking the lead where relevant
- Work closely with development groups, support groups, and vendors to coordinate special operations, and communicate/escalate problems as appropriate to meet assigned deadlines
- Ensure any software problems or defective products are referred to correct teams; participate in the resolution/problem identification process
- Other duties as assigned
- Willingness to work unsociable hours when the business need arises
- Ability to travel less than 15%
Salary benchmarks
Our take
RELX is a FTSE 100 company, providing analytics and decision tools for professionals and business customers around the globe. With origins as early as 1880, RELX nowadays comprises of Elsevier, its scientific, technical & medical business; LexisNexis, which deals in legal and risk; and Reed Exhibitions, also known as RX.
Throughout its history, RELX generated the bulk of its revenue from advertising and was once recognised as the world's largest B2B publisher. However, in 2014, the company strategically pivoted towards data and analytics, divesting its print media businesses to invest in data-driven and analytical capabilities. This shift marked a significant transformation in RELX's business model, aligning it with the growing demand for data and technology-driven solutions.
Since embracing its new direction, RELX has consistently performed well on the stock exchange, demonstrating robust growth across all divisions. The company's focus on data and analytics has not only enhanced its market position but also ensured continued success and innovation in serving its diverse customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Company HQ
London, UK
Leadership
Erik Engstrom
(CEO)Previously the CEO at Elsevier.
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