Platform Support Team Lead

About the Responsibilities: 

• You will be responsible for supporting, mentoring, training, and supervising a team of support specialists 
  

• Handle escalations which require immediate attention from management 
  

• Monitor performance of shift and reassign duties as appropriate   
  

• You will assist your direct reports in handling Level 1/Level 2 platform support to teams within the organization, and to external users when , as well as working with L3 Product Engineering teams for proper handoff of escalations 
  

• You will be responsible for monitoring, acknowledging and escalating issues/alerts from our monitoring systems. 
  

• You will troubleshoot, investigate and resolve/triage issues for all applications supported by the Platform Operations team. 
  

• You will be responsible for providing status updates on all issues and tickets reported to the team. 
  

• You will be responsible in operational maintenance and support of issues for Trax’s FPS and TTSM platforms. 
  

• You will be responsible in maintaining and updating technical documents and procedures.
  

About Your Qualifications: 

• A graduate of Bachelor's degree in Information Technology, Computer Science, Engineering or any related courses. 
  

• 3+ years experience as Application Support, Product Support or any similar roles. 
  

• 1+ year experience in a leadership role, managing teams is a PLUS 
  

• Has leadership qualities and someone who sets an example to others 
  

• Exposure to or working experience in an Agile environment. 
  

• Working knowledge of Zabbix or Nagios or other monitoring systems. 
  

• Working knowledge of application and systems logs analysis. 
  

• Working knowledge of either SQL, Postgres and Oracle DBs is a PLUS. 
  

• Experience in B2B integration, data ingestion tools and ELK stack is a PLUS. 
  

• Ability to diagnose & address application issues. 
  

• Ability to learn and master Trax-specific software, systems and processes. 
  

• Great attention to detail and problem-solving skills. 
  

• Ability to work on a flexible schedule. 
  

• Enjoys troubleshooting and solving technical issues