Job Overview:

In this role, you will supervise the staff, day-to-day activities, and technical staff operations. Manages and reports relevant key performance indicators. Regularly directs the work of at least three or more full-time employees. 

Duties & Responsibilities:

• Provide top-level technical support, including problem resolution, change implementation, meetings/calls and one-on-one technical support within SLAs for clients.
• Ensure team output meets quality and service level standards set by management and clients.
• Coordinate the daily activities of the operation engineers, set priorities for the team to ensure task/ticket completion and coordinate work activities with other supervisors.
• Understand our Operating Principles and make them the guidelines for how the operation engineers carry out their tasks correctly and efficiently.
• Perform quality assurance auditing of operation team tickets.
• Create detailed reports based on management and client requests.
• Interface with the engineering team and other teams regarding escalations.
• Attend client and stakeholder meetings, respond to their inquiries, share status with them and address any concerns raised.
• Must know different troubleshooting techniques for use in a variety of circumstances.
• Assist in the development of processes and procedures.
• Assist in handling difficult client situations and complaints referred by the team.
• Assist in scheduling and assignment of technical staff to meet operational needs.
• Assist in onboarding of new staff and ensuring training plans are followed.
• Ability to understand product mechanisms & deliverable technicalities.

Qualifications:

• 5+ years of proven experience in operation/technical support roles, including one year in a supervision role.
• Advanced knowledge of SQL and Linux-based systems.
• Good knowledge of Bash shell commands and/or PowerShell.
• Professional verbal and written English communication skills.
• Ability to build effective interpersonal relationships within the workplace.
• Ability to handle high-pressure situations well, while maintaining calm and composure in stressful situations is a must.
• Strong time management, prioritisation and organisational skills.
• Strong troubleshooting of complex technical issues.
• Knowledge of general-purpose programming languages such as Java & Python is highly recommended.
• Bachelor’s degree in Engineering or Computer Science or a similar degree.
• Experience in any ticketing system is a must.
• Knowledge of Cloud solutions is a plus.
• Familiar with the main concepts and implementation of Incident, Change, and service management.
• ITIL Certification is a plus.