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ABOUT PROJECT
Provide, ensure and improve Customer Support Office performance and professional development of company specialists within the stream. Identify modern approaches and tools in the field and develop best practices and processes to keep the expertise level up-to-date.
REQUIREMENTS
- 10+ years of experience in software support and development
- Experience with business- or mission-critical systems
- Experience of work in/for large corporation with sophisticated IT landscape
- Profound knowledge and practical skills in support, tools, environments and processes
- Development of support team KPIs for performance and efficiency measuring and improving
- Understanding of different development and support methodologies and concepts (Waterfall/Agile/Kanban, ITIL/ITSM, DevOps etc)
- Corporate IT environment analysis and transformation experience
- Good experience in specialized areas of IT such as:
- Network fault finding and diagnostics (routing, VPN, DNS, DHCP, proxy, firewall etc)
- Cloud infrastructure (AWS, Azure, GCP or OpenStack)
- Container orchestration tools (Kubernetes, Mesos, Swarm or similar)
- Databases design and operation (MS SQL, MySQL/Maria DB, PostgreSQL, MongoDB etc)
- CI/CD tools (Teamcity, Jenkins, CircleCI, Hudson)
- Automating Ops tools(Chef, Puppet, Ansible, Yeoman, CloudFormation, Packer or Terraform)
- QC and monitoring systems (Zabbix, Twistlock, SonarQube, Prometheus, cAdvisor, DataDog etc)
- Use (and be a fan of) different AI tools
- Excellent communication skills
- Ability to provide coaching to the staff at an individual, team, and company level
- Excellent interpersonal, presentation, and communication skills
- Highly motivated, disciplined, with an ability to manage competing priorities
- Technical university master’s degree/PhD
- English upper intermediate or higher (desired level - advanced)
RESPONSIBILITIES
- Develop competence strategy, research and collect training materials and knowledge libraries for internal company use.
- Identify expertise directions of the stream based on the company strategy. Plan and facilitate stream expertise development.
- Develop functional areas by engaging leading experts to share an experience.
- Gather and provide actual information on the qualification of stream members.
- Develop and maintain the process of career path development for stream members. Involve experts into this process.
- Provide recommendations or comments when hiring or dismissing employees within the stream.
- Consult on requirements to application and infrastructure support working processes, environment, tools and KPIs.
- Define support project implementation road maps.
- Support the Engagement team in pre-sales providing the expertise, methodology vision, and estimates.
- Develop and maintain the process of interviewing internal and external candidates (including verification of attitude, motivation, behavior etc.).
- Conduct internal staff competency assessment (“matrix”), perform competency analysis and organize lectures, seminars, stream talks, knowledge and experience sharing sessions, and other forms of training.
- Organize and perform internal staff coaching and mentoring programs.
- Take part in organizing external education (for students, employees of regional offices etc.) within the competence area.
- Participate in Performance Reviews of leading domain experts and be responsible for engaging experts to be stream representatives during Performance Review of other steam members.
- Take ownership and responsibility and distribute the tasks among the team to resolve customer requests in accordance with SLAs according to ITIL protocols.
- Be the point of contact when it comes to technical escalations and technical advisory.
- Clearly communicate the project status to the Project managers and provide monthly reports.
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Approve technical decisions and communicate with stakeholders. Analyze variants of software requirements implementation; evaluate their time-consumption and workload.
- Work with internal and external L2 and L3 members to diagnose/resolve platform issues and carry out maintenance
- Accountable for:
- Performance of functional roles and instructions of the superior, as well as supervision of the subordinates in terms of their operational duties.
- Performance in accordance with the current administrative, criminal, and civil legislation of Ukraine, the internal labour regulations of the Company, fire safety rules, and information security regulations.
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