INCIDENT SUPPORT TECHNICAL SUPERVISOR (REF: WEDI)
2013-12-04
My client is a growing international firm developing travel expense systems and applications. They develop applications in this field both of international corporate clients, as well as individual clients like you and me.
They are a global company with a development and service centre here in Prague. This development centre is international, so you can expect a collective of international technical specialists with a clear vision as to where their products will take the company in the future. Moreover, it is a fast expanding environment, so expect a dynamic, challenging environment where you can learn and grow.
We are currently searching for the following candidates:
INCIDENT SUPPORT TECHNICAL SUPERVISOR (REF: WEDI)
Responsibilities:
In this job you will be leading a team of application support engineers and focusing on cloud-based services. You will be managing service request activities for a variety of applications critical for the company. You will lead and coordinate the support team on shift basis, and be a focal communication point regarding communication of incidents in production systems and processes.
It is important for you to provide supervision to the team, but also support, mentor and train on an ongoing basis. You will be involved in system and service anomalies daily. You need to strategize initiatives and drive process improvements with the team and the system. Ensure the team performs well and they respond to customer support requests in a timely and adequate manner, to ensure customer satisfaction.
Participate in support review meetings to provide feedback and ensure that your department is well represented. Use internal resources as well as external vendors to identify and push solutions.
We require:
• University Education from a technical field is preferred for this position
• 3 years experience plus in a technical support role in SaaS or IT related field
• Solid knowledge of ITIL and support related processes
• Experience with building and management of a team
• Knowledge with CRM/service management tools such as Salesforce.com, JIRA and/or HPSM
• Experience with reviewing, producing and execution of SQL queries/scripts required
• Experience with system and batch monitoring systems (Splunk, Spectrum, BMC Real User Analyzer, Active Batch) preferred.
We offer:
• A great international modern working environment, exposure to cutting-edge technologies!
• Competitive salary, interesting benefits and stable full-time employment
• A wide variety of company benefits!
• Be involved in a up-and-coming, expanding company environment
If this job opportunity is interesting for you, please send your CV to werry@hays.cz! I will be pleased to review it and get back to you with the next steps!
