Shift and Incident Manager
2 months ago
We are seeking a highly skilled and experienced Shift and Incident Lead to join our team at Edenred PayTech. As a key member of our operations team, you will be responsible for leading a team of technical support specialists and ensuring the smooth operation of our platforms.
Key Responsibilities- Support the daily smooth running of the shift and take the lead role of Shift and Incident Manager as required.
- Help lead a team of 1st and 2nd line Support Engineers, supporting with their pastoral care and ensuring best practice and a professional service is maintained to meet, and exceed, our client's expectations.
- Help support and develop your shift team to achieve the highest level of client service.
- Help assess and build action/development plans for current and future technology knowledge and skills that are required for you and your team to succeed in Service Delivery.
- Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistent performance from your team and each team member, whilst also committing to the adherence of the client SLA.
- Take the lead position during Major Incidents in the absence of your line manager, delivering a systematic and measured approach during all serious incidents, focusing on the coordination, communication, facilitation, and collaboration.
- Ensure successful monitoring of all Platforms and operational tools, in the pursuit of maximum uptime/availability in line with the agreed SLA.
- Help identify any potential disruption to any or all products and services for our clients.
- Help manage client escalations during shift, as well as ensuring regular communication internally and externally on all issues and live tickets.
- Resolve a range of complex issues quickly and smoothly, taking ownership for all tickets, including longer-term issues, through to successful resolution and with a primary goal of identifying the Root Cause so that reported problems will not reoccur.
- Demonstratable experience of leadership.
- Demonstratable problem-solving and ownership skills.
- SQL - experience in writing and using SQL queries.
- Unix - Ability to navigate file system and interrogate/edit files.
- Experience in the implementation of large-scale complex IT solutions for multi-functional, multi-national organizations.
- Experience in the definition and design of complex solutions.
- Proven experience in client relationship management.
- Assisting in the development of high-performing teams.
- Degree or equivalent in a computer science or a scientific/technical discipline.
- Fluent English.
- MS Office.
- Competitive salary and benefits package.
- Opportunity to work in a fast-paced and dynamic environment.
- Be part of a growing and innovative company.
- Make a real difference to our customers.
We are an equal opportunities employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Shift and Incident Manager
1 month ago
Swindon, Swindon, United Kingdom Edenred Full timeAbout the RoleWe are seeking a highly skilled and experienced Shift and Incident Lead to join our team at Edenred PayTech. As a key member of our operations team, you will be responsible for leading a team of technical support specialists and ensuring the smooth operation of our platforms.ResponsibilitiesSupport the daily smooth running of the shift and take...
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Shift and Incident Manager
1 month ago
Swindon, Swindon, United Kingdom Edenred Full timeAbout the RoleWe are seeking a highly skilled and experienced Shift and Incident Lead to join our team at Edenred PayTech. As a key member of our operations team, you will be responsible for leading a team of technical support specialists and ensuring the smooth operation of our platforms.ResponsibilitiesSupport the daily smooth running of the shift and take...
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Swindon, Swindon, United Kingdom Edenred Full timeAt Edenred, we're looking for a skilled Shift & Incident Lead to join our team. As a key member of our technical support team, you'll be responsible for leading a team of specialists and ensuring the smooth operation of our platforms.About the RoleWe're seeking a highly motivated and experienced individual to take on the challenge of leading our technical...
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Swindon, Swindon, United Kingdom Edenred Full timeAbout the RoleWe are looking for a skilled Shift & Incident Lead to join our team at Edenred PayTech. As a key member of our technical support team, you will be responsible for leading a team of technical support specialists and ensuring the smooth operation of our platforms.ResponsibilitiesSupport the daily smooth running of the shift and take the lead role...
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