Oversees the local Technical resource team. Ensures that all necessary resources are available, motivated, trained and supported to resolve technical issues reported by customers related to company’s service delivery, products and technologies. In conjunction with senior level management, is responsible for the hiring, training & development, career development and performance management of team members. Actively manages the team workload to ensure that team bonus metrics are achieved with quality results provided to customers. Acts as the first point of escalation for the team and is responsible for managing escalated issues. Follows up with customers in relation to complaints and ensuring customer satisfaction in relation to all customer issues handled by the team.
DUTIES AND AREAS OF RESPONSIBILITY
- Handle of day to day people issues of reporting team members.
- Demonstrate thorough understanding of the Service Delivery process, company policies (HR and others). Ensure team compliance with process requirements, procedures and quality standards and procedures (ensure readiness for ISO Internal audits)
- Manage resource scheduling and utilization
- Ensure team’s proficiency of new product technologies by organizing or overseeing participation in formal and informal training.
- Ensure accuracy, understanding and delivery of team performance management reports
- Ensure service level (SLA), quality and productivity targets and indicators of On Demand team are achieved.
- At a more junior level, liaise with regional GT and Development Teams on problem analysis, best solution and maintenance release.
- Regularly monitor logged issues and take appropriate action as needed to address issues/concerns
- Provide and implement recommendations for process improvements
- Assist with technical issues as required
- Conduct review and verification of Knowledgebase articles
- Along with manager, is also responsible for interviewing, selection and training of resources
- Along with manager, coach and mentor team members for performance improvement, professional and career development
- Conduct performance evaluation, and defining bonus targets for the team.
- Address/resolve escalated matters; involve senior management as appropriate.
- Other duties as assigned
REQUIRED KNOWLEDGE AND EXPERIENCE:
- Education/Licenses: University education in engineering or computer science, or equivalent experience. ITIL & System certification preferred. For internal candidates company product certification required.
- Experience: 8+ years experience supporting company products & related technologies. (Of which for technical roles -5 years in supporting information systems infrastructure environments and minimum of 2 years experience in a senior level or principal role.)
- Computer skills: Linux and Windows operating systems administration capabilities, Standard business applications capable. Progress database knowledge at proficient level. PKS certified.
- Other knowledge or skills: Strong analytical and problem solving skills. Excellent interpersonal skills. Proven Leadership ability.
- KEY COMPETENCIES: Support Leadership Competencies- Decision Making, Managing Performance, Leading Teams (Building Trust, Influence, Creates Shared Purpose with employees and customers, Promotes Team process/success, Customer Focus)
For immediate consideration please email resume as a Word attachment to Caitlin Holton, Caitlin@scientificsearch.com
