Support Engineering and Incident Manager
vor 1 Monat
About this role
Leading a team of global Support Engineers, some of your main responsibilities will include:
Leadership and Oversight:
Spearhead our support engineering help desk, providing unwavering support to the Customer Team and operational agents, enabling them to resolve customer issues with precision and care.
Global Team Management:
Direct a worldwide team of support engineers, utilizing a follow-the-sun model to ensure uninterrupted service and support around the clock.
Incident Management Excellence:
Take charge of production incidents with adept escalation, war-room leadership for swift resolution, and the facilitation of insightful postmortems.
Software Release Coordination:
Lead the software release train, ensuring smooth and efficient rollouts that align with our operational goals and customer expectations.
Agile Practices:
Facilitate team ceremonies and efficiently manage backlogs, embodying agile principles to enhance team performance and product delivery.
Priority Management:
Masterfully manage priorities, finding the perfect equilibrium between addressing immediate issues and tackling the root causes to prevent future occurrences.
Culture and Improvement:
Cultivate a healthy, safe, and inclusive team environment that not only allows our team to thrive but also fosters continuous improvement and growth.
About You
Candidates with the following characteristics and experience are encouraged to apply:
Worked previously in a Support Manager/Helpdesk Manager position
Knowledge and understanding of Agile methodology practices and concepts based on Scrum
Proactive in nurturing a team’s professional development
A good technical understanding and experience with SQL
Team player with excellent communication skills and a proactive approach to problem-solving
Ability to manage and lead a global team dealing with queues of varying tickets
Care about the outcome for customers and have a genuine interest in ensuring successful customer outcomes
Proficient at navigating and optimizing ticketing systems such as Intercom, Zendesk, or Salesforce
Experience managing simultaneous projects.
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