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Chronicle Technical Support Team Manager
hace 2 meses
Role: Technical Support Team Manager
Primary Skills:
- Experience in effective and efficient day-to-day operation in production support projects with adherence to request, incident, problem, and change management processes and procedures within timeframes set by severity levels engaging various stakeholders as required.
- Proficiency in ITSM tools.
Additional Skills:
- Knowledge in logs injection, parsing, normalization, regular expression, Python, etc.
- Experience in any SIEM/SOAR tool (Chronicle, Siemplify, MS Sentinel, Qradar, Splunk, etc.).
- Also knowledge in LINUX, WINDOWS, fundamental understanding of cloud technologies such as GCP.
Relevant Experience:
- Overall 11 to 13 years with minimum 3 years' experience in project management handling production support projects.
Job Responsibilities:
- Manage day-to-day operations and ensure services are delivered within defined SLAs.
- Maintain response and resolution speed as defined by SLOs, keep high customer satisfaction.
- Drive all key metrics, manage contractual compliance for the key metrics, deep drive on the metrics in case it is not meeting.
- Ensuring regular service reviews take place, reporting, and escalations are dealt with in a timely and appropriate manner.
- Prepare various reports - WBR, MBR, QBR, etc.
- Allocation of tickets, monitoring of cases on real-time.
- Backlog management.
- Manage utilization and drive production.
- Business insights preparation.
- Performing deep drive of the customer complaints.
- Driving governance on the floor.
- Manage daily floor attendance, leaves, shrinkages.
- Manage attrition.
- Conduct 1:1s, provide daily feedback/coaching, manage employee performance data.
- Collaborate with customer managers and present various reports - WBR, MBR, QBR, etc.
- Raises and tracks problems, issues, and conflicts, resolves issues and escalates to the appropriate level where required.
Behavioral Skills:
- Excellent leadership, interpersonal, and communication skills.
- Ability to prioritize multiple tasks and meet frequent deadlines.
- Excellent cross-cultural skills working seamlessly with a globally distributed workforce and customers.
- Strong attention to detail and outstanding analytical and problem-solving skills.
- Technical understanding of different kinds of security controls in IT infrastructure.
- Ready to work in 24X7 shifts.
Benefits:
- Días por enfermedad.
- Programa de referidos.
- Seguro de gastos médicos mayores.
- Seguro de vida.
- Vacaciones adicionales o permisos con goce de sueldo.
- Vales de despensa.
COVID-19 Considerations:
- Uso de mascarillas y desinfección de áreas de trabajo.
Language: Inglés (Obligatorio)
Licencia/Certificación: Sistemas Computacionales o equivalente (Obligatorio)
