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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)

je candidate



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