Support Team Leader
Miejsce pracy: KrakówOur Client is the TOP content technologists, worldwide. The solutions and services, that the Company provides enables to manage the content wisely and deliver rich customer experiences on the web. With these tools helps to build long-lasting relationships with the web-based business owners end users throughout the customer journey.
At this stage, our Client is ready for further growth and prepared the ground for adoption of new member of the team for the position of Support Team Leader
The role:
To lead and provide high quality operational and technical application and systems support to customers and internal business functions on a day to day basis. The Support Team Leader is expected to be the owner of the ‘problem management’ process, minimizing the adverse impact of incidents and problems on the business (internal and external) and preventing reoccurrence of any such incidents.
The Support Team Leader is responsible for all aspects of managing, supporting and developing Support Team members to deliver an outstanding customer-focused service.
Key responsibilities:
- Lead and prioritize the Support team’s workload
- Provide technical and managerial leadership to the Support Team solving Customer issues or escalating them as needed
- Build and maintain effective working relationships with external businesses such as clients and partners. Support customers/partners on how to apply required fixes
- Ensure any quality management processes to the team’s activities are followed, e.g. ensuring all support methods, procedures and tools are robust, fully tested, of high quality and fit for purpose
- Ensure completeness of root cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents.
- Act as a support element to the team on particular issues and provide support and cover where there are specific service pressures
- Assist with the formal and informal development of the support team to enhance their skillset and promote cross-skilling
We are looking the person, who can offer:
- • Minimum of 3 years’ experience in a hands-on application support, 1 year on lead/manager role
- • Experience in the development/support of commercial-grade web-based software applications using PHP
- • Know-how of long-term project work, including familiarity with development and release processes and workflows
- Strong customer service and support focus with a desire to deliver a high-quality service
- Extensive problem solving and debugging skills
- Experience in providing services to agreed SLA’s and OLA’s
- Desired Technical skills:
- Hands-on experience with programming and scripting languages such as PHP, HTML5, CSS, JavaScript, Bash
- Practical use of OOP, SOLID programming principles
- Firm grasp of source code management (Git and GitHub, including making pull requests and patching with git or diff)
- Expertise in working with different operating systems (Windows, Linux, Mac OS X) and virtualization technologies (VMWare, VirtualBox)
- Familiarity with testing tools (Selenium, Behat, WebDriver, XDebug, PHPUnit)
- Deep competence in profiling and troubleshooting (Firebug, Web Inspector; preferably also Blackfire.io or Tideways.io)
- Comprehensive understanding of PHP frameworks (Symfony)
Other skills:
- Well-developed interpersonal and communication skills
- Customer-first mindset
- Focus on quality while working under time pressure
- Ease of working in an international environment
- Very good command of English
We offer:
- Salary competitive per annum + Bonus OTE + excellent benefits
- Genuine growth/progression
- Take over the challenge to work within an international, innovative and open-minded environment with flat hierarchies and dynamical colleagues.
