Technical Support Lead

7 days ago

Llanelli, United Kingdom Davies Group Full time

Davies Group are a multi-award-winning specialist professional services and technology business. We deliver operations across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation, change management and digital innovation.

Over recent years we have consistently delivered double digit organic growth. Our programme of digital transformation has seen us successfully launch a range of technology-led solutions in the insurance and highly regulated markets, including the use of video, drones, robotics and our ‘Disruptive Thinking’ innovation lab that places the power of new ideas in the hands of our people. With our investments in technology, we have grown our solutions with existing clients and added new partnerships to our business. Currently we have a global team of around 6,000 professionals working with over 1,000 of our clients across the world.

**Summary**

**Key Objectives**
- Manage a small team of technical support engineers ensuring tickets are resolved effectively and in line with the clients SLA. This includes line management responsibilities such as 1-2-1’s, objectives, career progression and yearly reviews.
- Develop and maintain documentation, processes, and procedures for the support team
- Participate in daily stands up with client to confirm priority tasks for day and deliver any updates on work being carried out
- Collaborate closely with third party developers to perform BAU activities and plan upcoming project work.
- Collaborate and communicate effectively with other team members and to technical and non-technical audiences including external stakeholders and third parties
- Perform deployments via Azure Devops pipelines to release software to various environments and modify these pipelines as and when required
- Act as the technical escalation point to the support team and client utilising strong problem solving and technical skills to ensure issues are resolved as efficiently as possible
- Manage tasks effectively and accurately track and report on status of the team’s work raising any issues encountered
- Code review changes from third party developers paying particular attention to any security concerns and ensure GIT branching strategy is correct

**Skills, knowledge and experience**

Essential
- Demonstrated ability to lead and manage a team of technical support staff
- Strong problem-solving, diagnostics and analytical skills
- Excellent communication and interpersonal skills
- Experience of working with Windows Server and IIS & Ubuntu with NGINX
- Microsoft SQL Server / T-SQL
- .NET framework (C#/VB)
- NodeJS
- GIT

Desirable
- Terminal / Shell/ BASH
- Ember JS
- MongoDB
- PM2
- PowerShell
- React
- Azure Devops Pipelines

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