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Senior Technical Lead
4 weeks ago
Advanced Resource Managers Ltd is seeking a highly skilled and experienced Lead Service Engineer to join their team. In this role, you will be responsible for leading the UK Public Safety Customer Service Engineering team, including resource management, capability and knowledge building, setting priorities, and developing the individuals in the team to achieve their potential.
Key Responsibilities:
* Collaborate with Customer Service Managers to ensure the engineering team is focusing on the right priorities to achieve SLAs and customer satisfaction.
* Communicate with and respond to customers about technical service incidents, events, and requests.
* Work closely with engineering teams in the UK, Vienna, and the wider global organisation to manage new services into live, decommission service, and defect management.
* Deliver change requests into live services.
* Collaborate with the Product Management team on continuous product improvement based on customer feedback.
* Plan, implement, resource, and deliver system and software updates/upgrades.
* Collaborate with the Service Engineering team in Vienna to ensure best practices are applied, and the UK team has confidence and competence in the Service Engineering tools and processes.
Requirements:
* First and/or second line support in an enterprise environment.
* Experience with Microsoft operating platforms, including cloud-based services.
* Team leadership and people management.
* Knowledge of ITIL processes in a support environment.
Ideal Candidate:
* Customer and service-focused.
* Able to travel regularly, both within the UK and to Vienna HQ.
If you are a motivated and experienced Lead Service Engineer looking for a new challenge, please submit your application.
