Technical Support Lead

hace 4 semanas


Guadalajara, Jalisco, México Ntt Data A tiempo completo

**Job Summary**

We are seeking a highly skilled Technical Support Lead to join our team at NTT DATA Services. As a Technical Support Lead, you will be responsible for providing technical support and guidance to our customers and internal teams.

**Key Responsibilities**

Escalate complex technical issues to the appropriate teams in a timely manner.
Collaborate with other teams to improve the overall customer experience.
Overcommunicate resolutions and progress in a clear and concise manner.
Daily triaging of production incidents.
Continuous monitoring of production metrics.
Troubleshoot production incidents and identify root causes.
Collaborate with the development team to escalate incidents if the support team is blocked.
Collaborate with business analysts and other business-facing partners to identify and define technical and data requirements.
Monitor production configuration and setup.
Partner with the development team to brainstorm, analyze, and recommend solutions for production issues.
Participate in all aspects of the Agile/Scrum process.
Demonstrate ability to effectively communicate with representatives, business partners, and other stakeholders.
Drive various production KPIs (user feedback, Power BI reports, etc.).
Continuously work with the development team to gain knowledge after production deployments.

**Requirements**

3 years engineering degree.
Detail-oriented self-starter with the ability to work independently and drive execution.
Experience in MS Dynamics 365, Power Apps, Power BI, Power Automate, MS SQL, MS SSIS.
Experience in C# and JavaScript programming languages.
Experience and general knowledge in Azure programming.
Experience with DevOps tools, e.g., Azure DevOps.
Excellent verbal and written communication skills that allow effective communication with both business and technical resources.
Strong problem-solving, analytic, conceptual, and critical thinking skills.
Available to work in weekends and night shifts when required to resolve P1 incidents.
Minimum 4 years working as an IT business.
Ability to multitask and work on a diverse range of requirements.
Should effectively facilitate meetings, brainstorm with the business as well as development team to derive resolutions for incidents.
Experience working with developers.

**Preferred Qualifications**

Experience with industry-standard support practices.
A basic knowledge of ServiceNow for ticket tracking.
Bring a positive and collaborative energy to the dynamic support team.
Ability to anticipate change and transition with agility and flexibility while still meeting customer and corporate needs in a fast-paced environment.

Willingness to learn new programming languages and latest Microsoft tools and stay up to speed with latest technologies.



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