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Shift & Incident Lead - Technical Support Specialist

4 weeks ago

Swindon, Swindon, United Kingdom Edenred Full time

About the Role

We are seeking a highly 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.

Responsibilities

  • Support the daily smooth running of the shift and take the lead role of Shift & 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 & future technology knowledge & 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 consistence 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 & collaboration.
  • Ensuring successful monitoring of all Platforms and operational tools, in the pursuit of maximum up-time/availability in line with the agreed SLA.
  • Help identify any potential disruption to any or all products & services for our clients.
  • Help manage client escalations during shift, as well as ensuring regularly communicates 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.

Key Result Areas:


• Good Feedback from clients & internal departments


• Ticket management and SLA Adherence - you and your team


• Effective Monitoring of Systems and Platforms, during shift


• Leading and coordinating all serious Incidents, including Major Incidents whist standing in


• Client satisfaction: Measured by Ticket feedback, Annual survey results, Escalations


• Team Performance: Tickets/Attitude/Professionalism


• Team and Personal adherence to Support Standard & Procedures


• Helping with Team Development & On-Boarding plans


• Proactive ideas and projects initiated by you

Requirements:

Essential Skills:


• 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

Desirable knowledge/experience


• AppDynamics


• Jira/Jira Service Desk


• Confluence


• Citrix

Personal attributes


• Client focused


• Eye for detail and led by data


• Selflessness support of others


• Coaching & Mentoring with the ability to influence others


• Innovative and Open with a willingness for change


• Dedication & tenacity to own and drive a better outcome


• Excellent, professional communication skills written and oral


• Ability to prioritise in a dynamic and fast paced environment


• A self-starter who is motivated to improve


• Flexible and Adaptable and leads by example


• Comfortable with handling confidential/sensitive data

Benefits

  • 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.