- Support engineers in troubleshooting complex technical issues and ensuring effective root cause analysis.
- Stay informed about relevant technologies and industry best practices to continuously enhance team capabilities.
- Communication & Stakeholder Management.
- Communicate clearly and effectively with internal teams, customers, and senior management.
- Provide regular status updates on incidents, support performance, and ongoing improvement initiatives.
- Ensure effective communication in English, adapting language for technical and non-technical stakeholders.
Key Capabilities:
- Strong leadership and people management skills with a focus on team development.
- In-depth knowledge of ITIL processes and best practices.
- Ability to manage high-pressure situations during major incidents.
- Analytical mindset with a focus on process improvement and efficiency.
- Excellent verbal and written communication skills in English.
- Technical acumen to support troubleshooting and collaborate with technical experts.
Qualifications:
- 12+ years of experience in technical support leadership roles within a SaaS or technology workplace.
- ITIL certification or similar qualifications.
- Proven track record in managing major incidents and team performance.
- Experience with tools such as JIRA, Zendesk, or equivalent platforms.
- Familiarity with cloud platforms like AWS, Azure, or Google Cloud.