System Support Lead

• The System Support Engineering Lead is pivotal in maintaining operational excellence, ensuring system reliability, and providing outstanding support to our global clientele. This role entails leading a dedicated team of support specialists, proactively managing system health, responding swiftly to customer inquiries, and driving continuous improvement initiatives.
  

Qualifications:

• Bachelor's Degree in Computer Science or related field.
  
• A minimum of 5 years of experience with at least 2 in a leadership role within the financial services or payments industry,
  
• Knowledge of Linux Operating Systems
  
• Familiarity with SQL, C#(.Net, .Net Core), and similar technologies preferred
  
• Demonstrate a profound understanding of technical and customer support dynamics.
  

Skills and Competencies:

• Exceptional leadership and team management skills, with a proven ability to mentor, inspire, and elevate team performance.
  
• Advanced technical proficiency in cloud services, service desk, incident management tools, and software development practices.
  
• Strong analytical and problem-solving skills, capable of conducting thorough root cause analyses and implementing strategic solutions.
  
• Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
  
• Demonstrated ability to work effectively in a fast-paced, innovative environment, managing multiple priorities with a sense of urgency and detail.
  

Performance Evaluation KPIs:

• System uptime and reliability.
  
• Incident response and resolution metrics.
  
• Customer satisfaction scores and feedback.
  
• Effectiveness of knowledge base updates and usage.
  
• Success rate of change management and system improvements.
  
• Team performance and individual development milestones.
  

• The System Support Engineering Lead is pivotal in maintaining operational excellence, ensuring system reliability, and providing outstanding support to our global clientele. This role entails leading a dedicated team of support specialists, proactively managing system health, responding swiftly to customer inquiries, and driving continuous improvement initiatives.
  

Qualifications:

• Bachelor's Degree in Computer Science or related field.
  
• A minimum of 5 years of experience with at least 2 in a leadership role within the financial services or payments industry,
  
• Knowledge of Linux Operating Systems
  
• Familiarity with SQL, C#(.Net, .Net Core), and similar technologies preferred
  
• Demonstrate a profound understanding of technical and customer support dynamics.
  

Skills and Competencies:

• Exceptional leadership and team management skills, with a proven ability to mentor, inspire, and elevate team performance.
  
• Advanced technical proficiency in cloud services, service desk, incident management tools, and software development practices.
  
• Strong analytical and problem-solving skills, capable of conducting thorough root cause analyses and implementing strategic solutions.
  
• Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
  
• Demonstrated ability to work effectively in a fast-paced, innovative environment, managing multiple priorities with a sense of urgency and detail.
  

Performance Evaluation KPIs:

• System uptime and reliability.
  
• Incident response and resolution metrics.
  
• Customer satisfaction scores and feedback.
  
• Effectiveness of knowledge base updates and usage.
  
• Success rate of change management and system improvements.
  
• Team performance and individual development milestones.
  

• Lead and empower a team of system support specialists, fostering a culture of excellence, innovation, and customer centricity.
  
• Act as the first escalation point, ensuring swift resolution of complex issues while maintaining high service levels.
  
• Utilize technical/coding skills to diagnose problems, automate routine tasks, and contribute to the development of system enhancements and integrations.
  
• Spearhead the maintenance and enhancement of our technical knowledge base, ensuring it is up-to-date and provides valuable resources for both customers and internal teams.
  
• Collaborate with cross-functional teams to implement system improvements and integrations, enhancing overall service delivery.
  
• Oversee the management of our technical infrastructure, IT service management, identity management and incident management tools, ensuring robustness and scalability.
  
• Champion the development and implementation of policies and procedures to improve team efficiency, knowledge sharing, and customer satisfaction.
  
• Foster a culture of proactive problem identification and resolution, encouraging the team to think creatively about how to overcome challenges and improve system performance.
  

Additional Responsibilities:

• Lead customer onboarding processes, ensuring a seamless integration experience.
  
• Foster strong cross-departmental collaboration to support continuous improvement and innovation.
  
• Actively manage customer relationships, ensuring high levels of satisfaction and engagement.