Head of Drupal Support
1 month ago
CTI Digital are looking for a dedicated Head of Drupal Support to join our support services team. Based in the heart of Manchester, the CTI group is now one of the largest digital transformation agencies outside of London.
CTI is also the preferred digital partner for an impressive array of organisations including, but not limited too: Manchester Metropolitan University, London Transport Museum, British Council, The WildLife Trust and De Vere Hotels.
We have also recently received an investment of circa £25million; allowing the CTI group to keep creating exciting opportunities for growth and development across the business.
**What will my day look like?**
Drupal support is a key role in the ongoing success and development of our support service. Our support service is the biggest revenue generator and our support team is central to the success of the business.
As head of drupal support, your primary goal is to ensure the maximum uptime for our drupal related codebases.
You will drive client satisfaction by monitoring and resolving support tickets and coordinating with the support services director, the service desk, support developers and account management teams.
Our support services include our continual enhancement service. Our Continual Enhancement service offers the full range of the group expertise across the strategic, design/ user experience, development and marketing teams, under a retainer-based agreement.
You will be working with the team to oversee the Drupal development for our continual enhancement clients.
**Who will this role report to?**
- Head of Drupal Development
**Who will I be working with?**
- Support Services Director
- Drupal support team
- Service desk team
- Development Director
- Systems Administrators
- Continual Enhancement Project Manager
- Account Managers
- Drupal Clients
**Duties and responsibilities**:
**Triage**
You will work with the Support Services Director and First Line Teams in order to ensure that tickets are flowing through the correct workstreams.
**Monitoring**
You will collaborate with the Support Services Director to ensure we distribute meaningful alerts through the appropriate channels.
**Recruitment**
As Head of Drupal Support, you will be involved in recruiting new support developers to join the team. You will also help define the Drupal team's job descriptions, interview questions, and overall recruitment strategy.
**Management**
You will be responsible for the line management of the developers in the support team. You will help their professional development by mentoring them, recommending training, and setting objectives as part of the appraisal process.
**Process**
You will work with the Support Services Director and Head of Drupal Development to;
- Improve our third-party codebase health check and onboarding process.
- Improve the Drupal upgrade and future changes process from evaluation to production deployment.
- Help to improve the documentation process from build to support.
- Providing input into support proposals (e.g. hosting requirements)
- Improve our continual enhancement processes.
- Feeding back to the business and implementing internal processes and changes based on team feedback.
**Automated Testing**
You will work with the QA and Development teams to create reliable and reusable automated tests on our support projects. You will encourage and support the wider team to implement automated testing as part of their workflow.
**Deployments**:
You will work with Systems Administrators to improve the deployment process, which includes, but is not limited to
- Improving CTI’s release management process and underlying documentation.
- Improving the CI/CD pipelines to minimise downtime and reduce the risk of regression.
- Ensuring that automated tests were present are running on builds.
**Maintenance and Documentation**:
You will work with systems administrators to establish a maintenance framework for Drupal sites which will.
Ensure that supported codebases are staying abreast of technology changes.
Work with the service desk and account managers to inform them about upcoming security patches and releases.
**Incident Reporting**
You will be responsible for working with the wider business on Incident reporting and response ensuring that lessons learned are cascaded throughout the business and appropriate retrospective action is taken on the required codebases.
**Contribution**
You will work with the wider development team in order to share your knowledge in any aspects that would add value to the organisation including but not limited to Progressive Web Application Development and Test Driven Development.
**Client Communication**
You will be responsible for communicating clearly and directly with clients via written updates in Jira, calls and face to face meetings as required. You will also be on hand to support and attend our client quarterly review meetings where needed, feeding in to new client plans and thei
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