Role Purpose:
The System Support Engineering Lead is pivotal in maintaining operational excellence, ensuring system reliability, and providing outstanding support to our global clientele. This role entails leading a dedicated team of support specialists, proactively managing system health, responding swiftly to customer inquiries, and driving continuous improvement initiatives.
Key Responsibilities:
Lead and empower a team of system support specialists, fostering a culture of excellence, innovation, and customer centricity.
Act as the first escalation point, ensuring swift resolution of complex issues while maintaining high service levels.
Utilize technical/coding skills to diagnose problems, automate routine tasks, and contribute to the development of system enhancements and integrations.
Spearhead the maintenance and enhancement of our technical knowledge base, ensuring it is up-to-date and provides valuable resources for both customers and internal teams.
Collaborate with cross-functional teams to implement system improvements and integrations, enhancing overall service delivery.
Oversee the management of our technical infrastructure, IT service management, identity management and incident management tools, ensuring robustness and scalability.
Champion the development and implementation of policies and procedures to improve team efficiency, knowledge sharing, and customer satisfaction.
Foster a culture of proactive problem identification and resolution, encouraging the team to think creatively about how to overcome challenges and improve system performance.
Additional Responsibilities:
Lead customer onboarding processes, ensuring a seamless integration experience.
Foster strong cross-departmental collaboration to support continuous improvement and innovation.
Actively manage customer relationships, ensuring high levels of satisfaction and engagement.
Qualifications:
Bachelor’s Degree in Computer Science or related field.
A minimum of 5 years of experience with at least 2 in a leadership role within the financial services or payments industry,
Knowledge of Linux Operating Systems
Familiarity with SQL, C#(.Net, .Net Core), and similar technologies preferred
Demonstrate a profound understanding of technical and customer support dynamics.
Skills and Competencies:
Exceptional leadership and team management skills, with a proven ability to mentor, inspire, and elevate team performance.
Advanced technical proficiency in cloud services, service desk, incident management tools, and software development practices.
Strong analytical and problem-solving skills, capable of conducting thorough root cause analyses and implementing strategic solutions.
Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
Demonstrated ability to work effectively in a fast-paced, innovative environment, managing multiple priorities with a sense of urgency and detail.
Performance Evaluation KPIs:
System uptime and reliability.
Incident response and resolution metrics.
Customer satisfaction scores and feedback.
Effectiveness of knowledge base updates and usage.
Success rate of change management and system improvements.
Team performance and individual development milestones.
Send your CV to hr@pycs.co.ke
Apply via :
hr@pycs.co.ke
