Technical Support Manager

8 часов назад

Харьков, Харьковская область, Украина TEAM International Полный рабочий день 60 000 ₴ - 80 000 ₴ в год

TEAM International is looking for an experienced Windows System Engineer to fill the position of Technical Support Manager to lead a client support team in our Kharkiv office.

Job Requirements:

• 1 to 2 years in team lead, head of technical support department or similar role

• At least 2 years of work in client support area

• At least 5 years of engineering experience

• English – Advanced

• Must be client service oriented. This is client facing position

You will be primarily responsible for:

• Management of 8 to 12 people group

• Ensure Severity 1, 2, 3 tickets handled timely and properly

• Participate client call as a L3 escalation point to troubleshoot issues and identify next steps until the resolution

• Work with QA, DEV, DBA and SRE peers to properly escalate and resolve tickets

• Participate client calls to answer general technical questions

• Ensure infrastructure SLA meet defined requirements

• Ensure tickets are timely updated, escalated and not hung-up with engineers

• Coordinate DRP tests and report results to management team

• Coordinate Backup & Restore tests and report results to management team

• Make sure that infrastructure 100% monitored by existing monitoring systems

• Make sure that engineers proactively handle WARNING alerts from monitoring system

• Make sure that engineers efficiently handle CRITICAL alerts from monitoring system

• Track and eliminate security issues

• Timely provide security, backup, DR and infrastructure health reports to the management team

• Participate interview sessions with candidates for SRE position

• Ensure that all engineers aware, understand and follow procedures, policies and processes arranged in department.

• Responsible for clearing tasks queues and making sure that there is not backlog

Technical Skills:

• Windows Server

• Azure

• C# .NET

• Application Performance Monitoring tools (Dynatrace, NewRelic, AppDynamics)

• System Center 

• Troubleshooting

• SQL Server

• Azure Service Bus

• Web stack of technologies

We offer:

• Competitive salary based on your experience level

• Full-time work schedule

• Friendly and trustful atmosphere

• Professional and career growth opportunities

• Big goals, challenging work and meaningful feedback

• Opportunity to work and communicate directly with the customers

• Your health support via compensation of sports activities, vacation policy and private medical insurance

• Free English classes

• Modern and comfortable office in the city-center

• Leisure activities in the office

• Bike parking zone

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