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Systems Support Lead
2 months ago
The Systems Support Lead will be responsible for leading a team of support analysts to deliver day-to-day operations and provide first- and second-line support to meet client obligations. This role requires an appreciation of cloud-hosted systems and Microsoft technologies.
The ideal candidate will have extensive experience in operating environments compliant with ITIL standards, directing day-to-day operations according to KPIs and SLAs, and supervising the workload of 5+ support analysts. They will also provide line management for Support Analysts, including performance reviews, training, and handling escalated queries.
The role involves adhering to tight deadlines for continuous improvement, conducting root cause analysis, implementing changes, and ensuring effective communication across the organization. The Systems Support Lead will also identify process issues, provide feedback, and foster strong relationships with internal and external teams.
Key Responsibilities:
- Lead a team of support analysts to deliver day-to-day operations
- Provide first- and second-line support to meet client obligations
- Supervise the workload of 5+ support analysts
- Provide line management for Support Analysts
- Adhere to tight deadlines for continuous improvement
Requirements:
- ITIL Foundation or Practitioner certification
- Experience in using Jira or similar tool to manage tickets raised by customers
- Hold or be eligible to apply for Security Clearance to CTC level
Desirable:
- Degree qualified in IT / Computer Science / Cyber Security
- Experience working within a Dev(Sec)Ops environment
What We Offer:
KBR is an equal opportunity employer and offers a competitive benefits package and professional development opportunities. We prioritize individuals dedicated to continuous improvement and customer satisfaction in a dynamic environment.
Working at KBR:
Our employees are the heart of everything we do. We're dedicated to creating collaborative environments that transcend cultures and geographical boundaries, where all ideas, viewpoints, and input are heard, respected, and considered.
We attract the best minds in the world because our expertise thrives on creativity, resourcefulness, and collaboration. That's how we supply our clients with cutting-edge solutions and services.
INCLUSION AND DIVERSITY AT KBR:
We're passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to and ongoing journey toward being a more inclusive and diverse company.
We understand that by embracing differences and working together, we're more innovative, more resilient, and safer.
