Essential Job Responsibilities:
The Technical/Operations Support Lead will be the expert in all Company software and hardware; supporting training, development of new service offerings, customer on-boarding and overall production efforts.
Provide daily guidance, mentorship, and coaching to your team
Lead a team of IT operations and infrastructure engineers
Be responsible for the technical support of the switch link Platform and global business, including switch link engineering teams
Develop effective partnerships within your team and other teams within the group
Troubleshooting and monitoring of the operational infrastructure
Support the services and answer technical queries from customers and internal staff.
Liaise with managed service providers
To take ownership of user problems and be proactive when dealing with user issues
Respond to enquiries from employees and help them resolve any hardware and/or software problems
Manage ISO27001 documentation and implement processes
Act as a resource or lead as required in the planning, management and implementation of system operations and processes.
Act as an escalation point for production systems and applications – liaising with external support organisations as and when required.
Providing in-depth technical expertise for both project and operational initiatives.
Take part in IT continuous improvement programs within enterprise guidelines.
Along with the team – managing the migration to new technologies.
Ensuring compliance with all relevant (where applied) standards and security guidelines
Qualifications
6+ years of experience as a Systems or DevOps Engineer
2+ years of technical and management leadership
Experience with containers, Kubernetes, AWS, and/or Jenkins is a plus, but not required
Experience in a support role, triaging and responding to ad hoc requests of varying urgency
Demonstrated history of embracing Infrastructure as CodeAbility to script in one of the following languages: Bash, Python, Ruby
Ability to read code in one of the following languages: Golang, Javascript
Skills
Good understanding of IT Service management.
Customer support skills.
SQL Knowledge – working with Oracle, Postgres, Mysql RDMSs.
Basic SAAS knowledge.
Ability to understanding, interrogate and articulate complex systems.
Understanding of BI tools like Power BI and Metabase.
Basic programming knowledge.
Understanding of API.
Software Quality Assurance Experience.
Conversant with Scrum and Agile framework and associated tools like azure Devops, Jenkins etc.
Professional qualifications Software testing and IT service Management such as ITIL or ISTQB
Excellent interpersonal and communication skills
Strategic with a focus on details
Ability to mentor and couch talent
Data driven with high qualitative and quantitative skills
Self discipline and an executor
Aptitude in decision-making and problem-solving
Ability to create efficient processes
Outstanding organizational and leadership abilities
Detailed and through
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