Technical Support Manager (вакансія неактивна)

— Previous experience of supporting business applications at least 2 years;
— Good line management skills that include building and maintaining a high performing application support team;
— Sound decision making skills;
— Knowledge and experience of dealing with escalation routes when problems arise;
— Strong analytical skills;
— Strong experience working in support environment;
— Excellent communication and presentation skills at all levels of the business;
— Knowledge of Amazon cloud solutions, networks.

— Familiar and confident around ITIL processes;
— Managing disaster recovery of enterprise applications;
— Knowledge of Microservice architecture;
— AWS cloud infrastructure;
— Linux administration (support, monitoring, troubleshooting);
— Good undertanding of network technologies (TCP/IP, DNS, HTTP/S, Load Balancing, etc.);
— Virtualization and Docker;
— Expirience with minitoring and log collection systems (ELK, Graylog, Grafana, Zabbix, Prometheus, etc.).

— Competitive compensation depending on experience and skills;
— Individual training programs;
— English Courses in the office;
— Personal gym and bicycle friendly office;
— 40 hours/week flexible working schedule;
— Friendly and supportive company environment.

— Progressing any support and liaise with internal teams to ensure the prompt resolution of all requests in line with the Service/Operational Level Agreements;
— Taking ownership and responsibility of all applications that are supported by the business;
— Participating in crisis situations for supported applications working with IT teams, which may involve complex technical hardware or software problems;
— Ensuring the support team has clear guidelines on how to request for effective information from users whilst troubleshooting;
— Acting as Relationship manager between Development team and the business. This will include responsibility for the management of SLA’s and points of escalation;
— Management of the UK business hours rota for 2nd line team;
— Knowledge base management;
— Undertaking application support training for team;
— Responsible for setting up team process and procedures to ensure SLA are met.

We are looking for an Technical Support Manager for the team that provides support of the applications used by both internal and external users. E-commerce platform for one of the largest builders’ merchant in UK. Our client is taking on the complete redevelopment of the existing legacy platform with the focus on UX and Responsive Web Design, and Microservice Platform. It is aiming to remove vendor locking and fully leverage on the latest Open Source technical stack delivering eCommerce platform of the future