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
DevOps background with Jenkins
OpenStack administration and support
Supporting Java based applications
Xen, KVM or other virtualization technologies
Database querying / administration
Creating and maintaining scripts in PERL and bash