Our client is an innovative company that constantly develops its technological activity. Previously started from the development of an EDM (electronic document management)(GED) solution, it currently offers all the technological solutions that accompany the life of a document (Backup, Security, Electronic Signature, etc.).
In order to expand their activities, they are currently looking for a Support Team Lead to join their team in Abu Dhabi.
Ensure all requests for applications support are effectively managed and resolved in a timely manner, partnering with vendors or infrastructure and engineering teams as necessary for resolution
Support and drive detailed root cause analysis of production issues, collaborate with the development team to address remediation
Mentor and lead your support team, planning, coaching and guiding them to ensure KPI's are not only achieved but done so whilst providing an exceptional customer experience
Conduct regular reviews of processes, standards, and templates with a view to manage risks and drive continuous improvement
Provide regular verbal and written communications regarding status, risks, issues, makes recommendations for remediation or change
Work with development teams ensure functionality deployments are completed without incident and with adherence to proper procedure
Exercise expertise in common database programs and proficiency in writing SQL queries Identify opportunities for application tuning
Classify change requests according to business guidelines and service-level agreements
Work with Jira to create, manage and monitor tickets for issue resolution
Qualifications and Experience:
At least 3 years of proven work experience as Support Team Lead
Excellent experience in Customer Support: Ticketing and Monitoring Systems