Want to be notified the moment a job has been posted? Setup Job Alerts
Digital Support Team LeaderData Action
Data Action (DA) has over 30 years’ experience as a specialist software and services provider to the alternate banking and financial services industry. Operating nationally and servicing a broad client base including customer owned banks, credit unions, neobanks and financial services membership organisations, DA’s focus of supporting the financial wellbeing of Australians is echoed through our values: No goldfish - go beyond your bowl, share knowledge, stay curious and keep learning. Fail forward - Learn from mistakes and keep moving forward.
Cheer loudly - Be proud of the team’s results and celebrate successes. Own it - Throw yourself in and own your work, taking responsibility until the end. Think Client- We’re all part of an ecosystem; take care of each other, so we can take care of our clients.
About the Role: The Digital Support Team Leader is primarily responsible for providing leadership to the team responsible for working with developers to ensure the ‘supportability’ of new software releases, deployment of software into the SIT environment, handling third level escalations, and ensuring that software released for client deployment has been tested, installed correctly and is supplied with sufficient documentation to allow successful deployment and support. The role requires expertise in guiding and mentoring team members in technical areas including application/software fixes, tuning, performance monitoring, troubleshooting, deployments, support, documentation of standards and procedures for the administration and maintenance of all supported environments. The culture and ethos of the role is directed towards helping Data Action with provision of outstanding customer service.
The incumbent will be expected to facilitate mentoring and assistance on application issues as appropriate. Working in a complex, fast paced environment where the ability to meet deadlines, prioritise several tasks and exceed customer expectations is paramount. You Will be Responsible for: Liaise with stakeholders (internal and external) at all levels, demonstrating effective communication, developing customer confidence and sound business relationships Ensure staff understand the purpose and responsibilities surrounding the role they play within the team including the importance of providing excellent service and support, following the DA methodologies relating to compliance, change management and software/source control Ensure that RFWs are dealt with efficiently and effectively - the objective is to continuously exceed the target levels on the service delivery work in progress time frames Review, allocate and continually revisit the workload for each team member to ensure the quality of customer service and support is maintained at the highest levels Ensure the Team follow change management, source/software control and compliance methodologies at all times Ensure that knowledge base entries and support documentation are maintained appropriately and wi....