Applications support lead
Digital
Level 4 -
Provide tactical advice, training and support on core technology applications.
Reference: OCC0949
Status:
SOC 2020 sub unit groups:
- 3132/00 IT user support technicians
- 2139/02 IT consultants
- 3573/00 Information technology trainers
Technical Education Products
Employers involved in creating the standard:
Fliplet UK Howard Kennedy kimbleapps Law Society Macfarlanes Meggitt Mex Technology Milbank LLP PwC Reed Smith Royal Sun Alliance Sackers & Partners Slaughter and May Weightmans
Summary
This occupation is found in the IT teams of a variety of different types of organisations where software applications are inextricably part of the client/customer product/service delivery model and their clients/customers are generally, but not exclusively, business customers; these include but are not limited to law firms, accountancy firms, financial services organisations, technology providers and public sector.
The broad purpose of the occupation is to provide tactical advice, training and support on core technology applications (both hardware and software) to internal colleagues and external clients and customers to enhance and enable the delivery of application-based products and services. This includes any IT based environment providing a customer-facing service such as websites and mobile applications. An application support lead delivers the roll-out of upgrades to existing technologies, implement new technologies for use by colleagues and provide change management support to them. They will implement and operate a support desk function. They assist with the planning of IT application and infrastructure change projects, implementing, testing and rolling out software and hardware relating to these change projects. They will build, implement and support the creation of remote working environments and collaborative working platforms for colleagues and external clients and customers.
In their daily work, an employee in this occupation interacts with senior stakeholders directly, both internally and externally, and as part of both the ‘front of house’ external client/customer facing team and the ‘back of house’ internal delivery team alongside, for example, learning and development and business information services colleagues. They report to IT service delivery leads but are expected to prioritise their workload and act without supervision or approval of their day-to-day work product.
An employee in this occupation will be responsible for their own workload and will be expected to problem solve and prioritise independently. They will deliver a ‘first line fix’ service in many cases to both internal colleagues and external clients and customers. They will maintain ownership of issues (vis-a-vis the internal user/external client) even where elements are escalated to subject matter experts.
Employers involved in creating the standard:
Fliplet UK Howard Kennedy kimbleapps Law Society Macfarlanes Meggitt Mex Technology Milbank LLP PwC Reed Smith Royal Sun Alliance Sackers & Partners Slaughter and May Weightmans
Typical job titles include:
Keywords:
Knowledge, skills and behaviours (KSBs)
Duties
Duty D1
Maintain application support processes, for example developing workflow plans/technical specification road maps
Duty D2
Document and implement policy and procedures, for example on-boarding and leaver policies, and remote working procedures using a support desk operating platform
Duty D3
Diagnose, resolve and recommend improvements to address hardware and software problems and compatibility issues experienced by external clients and customers, including liaison with third party vendors
Duty D4
Lead and manage upgrades and new technology implementations taking opportunities to speed up deployment through automation and process efficiency
Duty D5
Monitor systems performance, investigate issues, collect performance statistics and create reports using application management software and tools
Duty D6
Provide first fix unassisted strategic technical advice both in person or with remote desktop support tools by using the correct tool to provide analysis, diagnosis and resolution.
Duty D7
Categorise and prioritise incoming applications support requests
Duty D8
Monitor systems and software cycles to identify need for upgrades and patching with timely deployment
Duty D9
Identify trends and solve systemic issues using analytical tools. Work alongside the support team to address systemic issues, involving relevant in-house teams or third-party vendors where necessary
Duty D10
Ensure that all requests for application support are dealt with according to agreed framework and procedures, recommending and implementing support team improvements where necessary.
Duty D11
Co-create and deliver training to colleagues, clients and customers of all levels of seniority, working with learning and development colleagues
Duty D12
Identify how services will be delivered to clients/customers including use of technology, process and individual delivery responsibilities, working as part of the external client delivery team (with direct influence over the chosen solution) alongside commercial colleagues
Duty D13
Liaise with internal compliance and, in some instances, regulators to provide data to such regulators in accordance with the employer organisation’s compliance obligations
Duty D14
Ensure work product complies with applicable regulation and legislation including data privacy, cyber security and anti-money laundering laws
Duty D15
Devise plans to implement and improve IT infrastructure and application change projects, for example, identifying organisational need for new applications and design and development of existing applications. Accepting ownership of changes that embody the DevOps culture with focus on user experience. Create project plans and assume or designate project management responsibilities
Duty D16
Lead and manage the physical implementation of software (including updates/upgrades) and hardware relating to IT infrastructure (including routine back up processes of data) and application change projects directly with colleagues
Duty D17
Conduct software and hardware testing relating to IT infrastructure and application change projects, for example FAT (Factory Acceptance Testing) SAT (Site Acceptance Testing) and UAT (User Acceptance Testing)
Duty D18
Provide first line ‘day 1 go-live’ floorwalking and deskside support to colleagues in respect of IT infrastructure and application change projects
Duty D19
Build, implement and support the creation of remote working environments and collaborative working platforms for colleagues and external clients and customers
Duty D20
Practise continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development
Occupational Progression
This occupational progression map shows technical occupations that have transferable knowledge and skills.
In this map, the focused occupation is highlighted in yellow. The arrows indicate where transferable knowledge and skills exist between two occupations. This map shows some of the strongest progression links between the focused occupation and other occupations.
It is anticipated that individuals would be required to undertake further learning or training to progress to and from occupations. To find out more about an occupation featured in the progression map, including the learning options available, click the occupation.
Progression decisions have been reached by comparing the knowledge and skills statements between occupational standards, combined with individualised learner movement data.
Technical Occupations
Levels 2-3
Higher Technical Occupations
Levels 4-5
Professional Occupations
Levels 6-7
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