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Support Lead
vor 3 Wochen
**Genève**
**Your mission**
As a Support Lead you will manage all support activities for all the solutions/products and efficiently setup and lead war rooms to handle critical incidents in production until their full resolution.
You will always ensure a high level of support, working with the local support coordinators and teams, within the respects of SLAs.
- Oversee the day-to-day operations of the Support Team
- Working in an agile environment, you will liaise with Product Owners/Program Managers/Scrum Masters in defining and reviewing priorities
- Provide direct supervision of the support team which may include recruitments and evaluations
- Act as a mentor and provide oversight, coaching and training to the team
- Drive customer satisfaction through efficient support processes and respect of the SLAs
- Manage the relations with the regional support teams (L2) and operations centers, though regular meetings and follow-up
- Define and monitor the right metrics to measure the team performance, regularly report on them to the management
- Act as an incident manager when a critical issue in production requires an urgent attention
- Liaise with the area technical teams to coordinate and prioritize the delivery of bug fixes
- Work with the product teams to identify and plan patching/upgrades/changes related to all third-party components used within the product area
- Manage relationships and coordinate work between different teams at different locations
- Actively contribute to the company’s Support Community of Practice
**Your profile**
- MSc in Computer Science, Software Engineering or related field
- 5+ years’ experience as a Support Lead/Coordinator in an international environment
- Good knowledge of CI/CD processes and tools, code branching and versioning
- Experience in service delivery management field
- Hands on experience with technology concepts such as APIs, micro-services, Cloud hosting and SAP
- Good knowledge of the Atlassian Suite, JIRA and Confluence
- Familiarity with Agile at scale such as SAFe is an asset
- Fluent English required, other languages are a plus (e.g., French, German, Chinese)
