Technical Support Team Manager

Описание

Purpose

Technical Support Lead, responsible for the support and service availability of Experian’s range of services and applications, reporting into the ID&F Technical Support Manager, are assisted by a dedicated team Application Support Analysts, with a responsibility to ensure agreed customer Service Level Agreements (SLA’s) are delivered, quality thresholds are maintained and excellent service is provided to customers.

Working closely with other teams, lead major incident service restoration activities, offering technical guidance and working with other cross functional areas to resolve service problems as quickly as possible. Deep product knowledge will be critical in investigating the root cause of major incidents to mitigate the risk of repeat service issues in the future.

Direct client interaction is a key part of this role to deliver excellent service and manage customer expectation effectively. Dedicated service ownership for our top strategic clients also features, often requiring collaboration with other teams throughout the organization to deliver a joined up service.

Provides technical input in the early stages of the Software Development Lifecycle, to request that proposed project deliveries are capable of delivering systems that meet the service needs of the customers. Accountable for Operational Readiness sign off for new services/ amendments to existing services to ensure the smooth handover to the support function. Takes ownership of continuous service improvement.
Essential Duties and Responsibilities

Incidents and Service Requests resolved within agreed Service level Agreements (SLA)
Root cause analysis completed within agreed SLA and appropriate mitigation documented/acted upon to prevent reoccurrence
Resolutions provided meets customers’ requirements and adheres to quality standards
Knowledge documentation maintained to enable efficient delivery of customer service
Responsible for ensuring best practice approach to incident/problem management delivered through outsourced teams and continual service improvement.
Provide 2nd line support for multiple products and systems.
Mentor and support a team of 6 technical support analysts
Responsible for constant improvement of the level of knowledge and skills within the support teams.
Facilitate and drive performance management processes
Champion a culture where the fair treatment of customers is at the heart of the Experian business. Ensure that by leading by example, you adhere to all regulatory requirements and apply appropriate controls in the interests of customers. Through the adoption of a top down approach, demonstrate a culture where all of our people understand their regulatory obligations, including what the fair treatment of customer’s means to them and our organisation.

Requirements and qualifications:

Degree Level or equivalent experience
Strong knowledge and practical Application Support experience in UNIX/Linux
Strong understanding of Windows 2008/2012 Server operating system and applications management
Good working knowledge of Apache Tomcat, IIS
Working knowledge of SQL
Practical experience of ITIL processes for Incident and Problem management
Understanding of XML/JSON, usage and integration within web services
Ability to troubleshoot basic Networking issues/Protocols – SSH, HTTP(s),SFTP
Training of other members of team and offshore analysts on areas of technical and product expertise
Practical experience of ITIL processes for Incident and Problem management
Proven ability to analyse problems and identify/communicate root cause
Strong communication and leadership skills
Ability to mentor and train other members of on areas of technical and product expertise
Proactive in attaining knowledge and motivated to keep pace with technology
Ability to communicate (Written and oral) technical issues to a non-technical, business audience
Commercially aware
Has sound and practical experience in one or many technology platforms

We offer:

Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books
Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time
Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme
Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Консултантски услуги
Контакт център (call centers)

Държава:

България

Населено място:

Гр. София

Адрес:

Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784

Дата:

19.11.2024

Организация:

ЕКСПИРИЪН БЪЛГАРИЯ ЕАД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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