Support Service Manager/shift Lead

Vor 7 Tagen


Zurich, Schweiz Encore Theme Vollzeit

Zurich, Switzerland
- 2937843

**Job Description**:

- Should act as an escalation point of contact; ensuring appropriate resources are engaged in timely action and proper traction.
- Managing shift patterns.
- Driving Continuous Service Improvements.
- Initiate, build and sustain productive relationships.
- Create and open, honest, collaborative team environment.
- Strong customer orientation and ability to manage expectations.
- Synthesize and communicate project issues on an ongoing basis, manage awareness of major IT/business issues, help prevent escalations wherever possible.
- Understand and resolve any production issues that are discovered through proactive monitoring/alerting.
- Assist Support Team Leads in developing effective and efficient troubleshooting and fault isolation methodologies.
- Have special focus on building and analyzing data points for issues impacting production environments and proposing/driving continuous improvement by identifying engineering solution and automation opportunities to the address the root cause of the problems.

**Required Skills**:

- Deep understanding of the ITIL processes.
- Experience working with scheduling tools like Contorl-M.
- Good understanding of SQL, PL-SQL, Unix Shell Scripting, Java log analysis.
- Exposure to ITSM tools such as Service now.
- Good knowledge of Incident, Problem and Change management.
- Ownership of debugging failures/incidents resulting in quicker RCA/resolution.
- Proficient in one either of ETL (Informatica) or Big Data technologies.
- Experience leading a team of geographically dispersed resources to deliver technology projects on time.
- Strong organizational, problem solving and technical analytical skills.
- Strong interpersonal and communication skills

**Good to Have**:

- Exposure to Big Data/ETL/Cloud technologies.
- Good working knowledge of Java and related frameworks.



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