Web & Application Support Section Head

As the Web & Application Support Section Head, you will be responsible for managing a team of support professionals and ensuring the smooth operation of web and application systems within the organization. You will oversee the support and maintenance of web-based applications, troubleshoot issues, and coordinate with various stakeholders to ensure efficient and effective resolution. This role requires technical expertise, leadership skills, and excellent communication abilities.

Team Leadership: Manage a team of support professionals, including hiring, training, performance evaluation, and career development. Provide guidance and support to ensure team members meet their objectives and deliver high-quality service.

Web and Application Support: Oversee the support and maintenance of web-based applications and systems. Ensure timely response and resolution of issues reported by users, minimizing downtime and maximizing system availability.

Troubleshooting and Issue Resolution: Analyze and troubleshoot complex technical issues related to web and application systems. Work closely with the team to identify root causes and implement appropriate solutions. Escalate issues to higher levels of support or vendors if needed.

Coordination and Collaboration: Collaborate with cross-functional teams, including developers, business analysts, and project managers, to ensure smooth integration and operation of web and application systems. Communicate effectively with stakeholders to gather requirements, provide updates, and manage expectations.

Process Improvement: Continuously assess and improve support processes, tools, and methodologies to enhance the efficiency and effectiveness of the web and application support section. Identify areas for automation and implement appropriate solutions.

Documentation and Knowledge Management: Maintain comprehensive documentation of support processes, troubleshooting procedures, and system configurations. Develop and deliver training programs to improve the technical capabilities of the team.

Incident and Change Management: Develop and implement incident and change management processes for web and application systems. Ensure adherence to established procedures and best practices.

Vendor Management: Collaborate with external vendors and service providers to resolve technical issues, manage service level agreements (SLAs), and ensure effective delivery of support services.

Bachelor's degree in computer science, information technology, or a related field. Relevant certifications are a plus.

Proven experience (5+ years) in web and application support, with at least 2 years in a leadership or managerial role.

Strong technical knowledge of web technologies, databases, and programming languages. Familiarity with platforms such as Java, .NET, or PHP.

Experience with incident and change management processes and tools.

Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.

Strong leadership and team management skills, with the ability to motivate and inspire a team.

Effective communication skills, both verbal and written, to interact with technical and non-technical stakeholders.

Strong organizational and multitasking abilities, with a keen attention to detail.

Ability to work in a fast-paced environment and adapt to changing priorities.