Support Managert keresünk

Overview:

The Support Manager needs to manage and scale up our support team – responsible for providing L2 core technology and business support to applications.

Responsibilities:

The Manager is accountable for his team’s support/operations service delivery to the business with the target SLA criteria. The Manager works in close collaboration with the application developers, the PMs of the ongoing project work streams and the associates of the business’s support organization.

Key Functions:

Incident Resolution:

•   Acts as the manager of L2 support for application incidents

•   Builds a strong relationship with the Application Development Team

•   Identifies, diagnoses, and resolves functional and technical problems and business critical incidents through research and analysis of trends, root causes, and business impact

•   Assists in the translation of solutions into technical requirements

•   Develops and utilizes appropriate tools to perform work

•   Raise defect reports to the development team for code amendment

•   Establishes and maintains a knowledge base of known defects and issues, process, techniques   

                                 

Strong Business Partnership:

•   Establishes working relationships with client infrastructure leads and key business stakeholders

Continuous Improvement:

•   Contributes to continuous improvement

•   Proactively supports knowledge sharing

•   Is responsible for tracking change requests and high severity incidents in accordance with defined service levels

Key Skills

•   People management skills

•   Strong research, investigation and evaluation skills, with a structured approach to problem solving

•   Proven ability as a member of a team to communicate technical and production-related concepts to a broad range of technical and non-technical staff

•   Excellent communication skills, both written and oral (English)

•   Must possess the ability to quickly adapt to new systems

Experience Required:                                    

•   2+ years experience in Production Support management

•   Proven ability to deal with business users and technology partners

•   Exposure to Salesforce.com/Informatica is an advantage

•   ITILv3 Certificate or proven experience working within the ITIL framework 

Send resumes to:

Zsolt_Bessenyei@epam.com