Manager: Application Support Team
Micro Focus
San Jose, Costa Rica
hace 5 días

Job Description :

  • Manage an Operations Incident Services team having responsibility for the overall direction, coordination, implementation, execution, control and resolution of specific incidents and service requests while ensuring consistency with company strategy, commitments and goals.
  • Applies advanced subject matter knowledge to complex business and technical issues. Frequently contributes to the development of new ideas and methods.
  • Works on complex problems / incidents where analysis of situations or data requires an in-depth evaluation of multiple factors.

  • Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
  • Acts as an expert providing direction and guidance to process improvements and establishing policies.

    Main Job Tasks and Responsibilities :

  • Manage teams of Level 1 and Level 2 application support engineers covering the core work hours of 9AM-7PM Central / Costa Rica Time
  • Work with teams to resolve incidents, identify problems and possible solutions while achieving service level objectives and improving the overall quality of service.
  • Act as the Regional Escalation Manager for major incidents that severely impact customers, drive these issues to resolution and manage quality communication internally and externally
  • Work with the Operations management team on the overall direction for the regional incident team. Ensure appropriate staffing levels are met to support current and future business needs.
  • Participate and maintain weekend on-call schedule for Operations Escalation Managers and Engineers
  • Define new processes and procedures geared toward improving customer satisfaction and work with the global teams to implement and transition these processes seamlessly
  • Develop individuals on the teams through training planning and regular reviews of performance against Service Level Objectives (SLOs)
  • Develop and drive employee training requirements that ensure adherence to internal policy and procedures and internal / external security requirements
  • Collaborate with internal teams (Development, Product Management, Client Services) to prioritize issues and drive product enhancements that meet customer needs
  • Assess and drive metrics for managed support areas, analyzing results for improvement opportunities
  • Education and Experience Required :

  • 5+ years of experience leading a technical team in the software industry
  • 5+ years of experience in a technical services role (Services Support, Account Management)
  • Proven ability to engage across corporate teams (Development, Client Services, Product Management)
  • Strong problem solving, prioritization, multi-tasking, analytical and collaboration skills
  • Strong organizational, verbal and written communication skills
  • Proven ability to mentor, coach and lead a team to success
  • Bachelor degree required. Business or Technical degree preferred
  • Knowledge & skills. Any of the following are an advantage :

  • Project / Program Management Certifications
  • Linux certifications, LPIC or equivalent
  • Agile Development / Scrum
  • ITILS Methodology
  • DevOps background with Jenkins
  • OpenStack administration and support
  • Supporting Java based applications
  • Xen, KVM or other virtualization technologies
  • Database querying / administration
  • Windows administration
  • Creating and maintaining scripts in PERL and bash
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