Support Engineering / Application Support Squad Lead

IT · Bratislava, Bratislava
Department IT
Employment Type Internal_Permanent, full-time
Minimum Experience Mid-level
Compensation from 1800 to 3000 EUR based on your experience

Overall responsibility

 

To manage, plan, organise, direct and support all Customer Activities & Accounting related issues and processes within the Business Support Chapter.

                 

Main Responsibilities

 

  • Ensure all production incidents are resolved within agreed SLA’s
  • Manage the squad incident and problem management process
  • Ensure the monitoring is in place for all the applications and business process
  • Regular report on incident, problem and SLAs
  • Ensure that workload is adequately distributed within the squad
  • Take ownership of prod incidents and co-ordinate between different squads to ensure swift resolution
  • Analyze business requirements collected from the stakeholders and define technical solutions
  • Plan, manage, direct, monitor and control the delivery of the related projects and services
  • Troubleshoot technical issues, analyze incidents, assign priority and escalate problems as required
  • Follow up with 3rd level support to resolve problems and decrease the number of prod incidents
  • Create and maintain documentation for the Business Processes
  • Participate on projects and development lifecycle as required
  • Mentor and train the squad to increase efficiency
  • Maintain a positive environment within the squad and embrace collaboration with other squads within the tribe

 

Knowledge and Skills

 

  • Minimum 3 years of experience in Incident and Problem Management
  • Knowledge in application monitoring is a plus
  • Very good understanding of IT development lifecycle and agile methodology
  • Experience in managing a team of support engineers
  • Experience in Banking Industry / Financial Services and good understand of different types of Payments methods
  • Experience in supporting Banking Applications and Core banking Systems
  • Ability to learn new technologies and tools and adapt quickly
  • Knowledge of SQL is highly appreciated, knowledge of JIRA is welcomed
  • Experience with programming\development is welcomed
  • English language is a must
  • Good problem solving skills
  • Analytical thinking and attention to detail
  • Ability to handle and prioritize parallel tasks and respond to ad hoc requirements
  • Must be customer and quality focus
  • Must have good presentation and negotiations skills
  • Must be willing to work long hours and be on-call if required
  • Must have good verbal and written communication skills including the ability to communicate
  • Must be able to work independently and under limited supervision
  • Must be able to manage several priorities simultaneously and meet deadlines.

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  • Location
    Bratislava, Bratislava
  • Department
    IT
  • Employment Type
    Internal_Permanent, full-time
  • Minimum Experience
    Mid-level
  • Compensation
    from 1800 to 3000 EUR based on your experience