Customer Support Manager

1 week ago


London, Greater London, United Kingdom Zenobē Full time
Job Description

The Support Operations Lead will be responsible for ensuring the smooth operation of our L2 support function, leading a high-performing team dedicated to rapid incident resolution and continuous improvement of system reliability.

  • Key Responsibilities:
  • Accountable for the daily operation of the L2 support team as well as participating as an active member of the team.
  • Ensure quality information is captured through the incident process.
  • Target an 80% IRR without need for escalation to Level 3 (e.g. hardware issues, software restarts, roll backs etc.).
  • Help teams understand the work they can do to improve reliability.
  • Provide high quality incident reporting.
  • Help us ensure minimal downtime and impact to operations.


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