Support Lead

🎯 Your mission

As a Support Lead you will manage all support activities for all the solutions/products and efficiently setup and lead war rooms to handle critical incidents in production until their full resolution.

You will always ensure a high level of support, working with the local support coordinators and teams, within the respects of SLAs.

• Oversee the day-to-day operations of the Support Team
• Working in an agile environment, you will liaise with Product Owners/Program Managers/Scrum Masters in defining and reviewing priorities
• Provide direct supervision of the support team which may include recruitments and evaluations
• Act as a mentor and provide oversight, coaching and training to the team
• Drive customer satisfaction through efficient support processes and respect of the SLAs
• Manage the relations with the regional support teams (L2) and operations centers, though regular meetings and follow-up
• Define and monitor the right metrics to measure the team performance, regularly report on them to the management
• Act as an incident manager when a critical issue in production requires an urgent attention
• Liaise with the area technical teams to coordinate and prioritize the delivery of bug fixes
• Define, develop and provide problem analysis and resolution service for complex issues in conjunction with the users and subject matter experts
• Work with the product teams to identify and plan patching/upgrades/changes related to all third-party components used within the product area
• Manage relationships and coordinate work between different teams at different locations
• Actively contribute to the company’s Support Community of Practice

💼 Your profile

• MSc in Computer Science, Software Engineering or related field
• 5+ years’ experience as a Support Lead/Coordinator in an international environment
• Good knowledge of CI/CD processes and tools, code branching and versioning
• Experience in service delivery management field
• Hands on experience with technology concepts such as APIs, micro-services, Cloud hosting and SAP
• Good knowledge of the Atlassian Suite, JIRA and Confluence
• Familiarity with Agile at scale such as SAFe is an asset
• Fluent English required, other languages are a plus (e.g., French, German, Chinese)