Application Support Team Lead

**Location: Montreal, CA (Hybrid)**

This is a hybrid position primarily based in Montreal, CA We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.

Voir version française plus bas

**We give you a world of potential**

Are you a technology professional looking for your next role? Do you enjoy working with Stakeholders? Would you love to work for a brand-new team? How about a role with plenty of growth and flexibility to fit your lifestyle? If you answered yes to any of these questions, then look no further. Computershare has an excellent opportunity to join our ever-growing technology department as an Application Support Team lead.

This position sits within our Computershare Technology Services business (CTS), supporting one of our largest global business units, who are embarking on a major upgrade program.

This is a great department to join Working in CTS gives you a great understanding of our wider business as you get to work with multiple different business lines and see the many different transactions and work that Computershare is involved in.

**A role you will love**

As one of our Application Support Team Leads, you will be responsible for ensuring the Application Support team performs effective triaging and resolving of software support issues, often coordinating the involvement of multiple technology teams, including infrastructure and development services.

You will work with your team to identify any critical incidents and work with the wider team to resolve these within the agreed timelines. This will also include providing support to businesses globally to ensure consistency and alignment of processes and best practice amongst the CTS group.

Other key responsibilities include:

- Act as an escalation point for situations requiring urgent attention.
- Facilitate effective communication between the Application Support team, Service Desk, development teams and other stakeholders.
- Suggest ways to improve existing processes and/or create additional ones to improve quality and efficiency, while working with your peers in other locations across the globe.
- Manage individual and team performance and progress to meet objectives through goal setting, regular feedback, coaching, reward and recognition and following the appraisal process.
- Actively look to identify risks and ensures controls are put in place to reduce impact.

**What will you bring to the role?**

As you can imagine, we need you to have great attention to detail. Supporting critical systems isn’t an easy job, so being able to think on your feet, problem solve, and think outside the box are some key skills that you’ll need for this role.

Communication is key in this role - you need to be able to build effective working relationships and work closely with your team to keep up to date with changes and bring your ideas to the table.

Required:

- 3+ years of experience as a Support Analyst working in a complex environment.
- Strong interpersonal skills with proven ability to build and maintain strong relationships with stakeholders, including international stakeholders.
- Strong leadership, influencing, negotiation and communication skills.
- Ability to work under pressure and set, work, and deliver to tight deadlines/milestones.
- Excellent analytical and research skills with the ability to collect and analyse complex material and data and present it in accessible formats.
- Experience leading or mentoring a small team.
- Knowledge of ITIL methodology
- Proficient with service desk tools

Preferred:

- Knowledge of Share Registry and Financial Systems concepts and workflow
- Experience with Jira and Confluence
- Experience with IT Service Management tools and processes.
- 2+ years’ People Management experience

You will be part of a dynamic team where development and growth are welcomed. If you are looking for a long-term career with consistent learning opportunities, then we want to hear from you

**Rewards designed for you
**Employee Share Plan. **Set aside salary to purchase shares in our company and you’ll increase your investment when you receive a generous company contribution towards additional shares.

**Health and Wellbeing. **Our health and wellbeing rewards can be tailored to support you and your family.

**Save for Your Future. **We will support you along your retirement savings journey.

**Paid time away from work. **Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.

**Employee Discounts. **We’ve partnered with other organizations to offer you extra savings. Enjoy discounts with banks, car manufacturers, on flights, accommodation, and days out as well as with many big brand shops.

**Extra Rewards. **From tuition reimburse