Hays | Product Support Specialist
vor 3 Stunden
Role Overview: We are seeking a dedicated Product Support Lead to oversee and provide technical support to a Product Support Specialists team.
This role is crucial for ensuring timely and effective resolution of customer issues, driving operational efficiency, and enhancing customer satisfaction.
Key Responsibilities:
Oversee the support ticketing system, ensuring prompt responses to customer queries in line with the Service Level Agreement.
Escalate critical issues to appropriate stakeholders for swift resolution.
Conduct root cause analysis of incidents and suggest long-term fixes for recurring issues.
Perform performance evaluations, provide constructive feedback, and identify growth opportunities for team members.
Ensure system uptime and stability on-site 24/7, manage incident communications, and coordinate service restoration efforts.
Act as the primary off-site contact for the support team, external parties, and the product development team.
Manage restoration plans for services and assist with communications during outages.
Schedule and manage site-based resources.
Troubleshoot and escalate alerts to appropriate teams.
Assist L2 and L3 technical support with technical inquiries and application support issues.
Collaborate with Project Teams on system upgrades, bug fixes, and issue management.
Professional Skills:
Proven experience in similar support lead roles with a strong understanding of product support processes.
Proficiency with support ticketing systems and ITSM tools like JSM, ServiceNow, JIRA, etc.
Hands-on experience as a Linux system administrator maintaining production servers.
Experience with automated configuration and deployment management tools.
Experience with container management and orchestration (OpenShift, Docker Swarm, Kubernetes) and virtual machines.
Knowledge of Git-based version control systems and artifact repositories (Pulp preferred).
Ability to translate complex IT issues to non-technical audiences, manage customer expectations, and foster positive team communications.
Behavioral Skills:
Ability to work effectively in teams, including geographically distributed teams in an onsite-offshore model.
Excellent communication skills, both written and verbal, to collaborate with cross-functional teams.
Ability to thrive in fast-paced environments and manage multiple priorities.
Strong analytical and problem-solving skills.
Willingness to travel to sites and ability to lead and manage teams.
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries Mining
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