Technical Service Manager (Level 3 Support Expert)

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

- Open source solutions (Linux, Webserver);
- Mysql, Jonas, web services+;
- Word, Excel, Access, PowerPoint, Visio, Project;
- Scripting and programming: SQL scripting, shell scripting, SQL Requests;
- Strong knowledge of operations process (ITIL);
- Technical expertise of IT systems/ platforms and their monitoring tools;
- University graduate (Computer science, Telecommunications or related);
- English: fluent;
- French: intermediate level will be strongly appreciated.

Incident management:
- Incident analysis (trouble tickets in a tool, log, database and system investigations, sql queries.);
- Incident resolution follow-up (patch development follow-up with development team, testing, roll-out);
- Relationship with other TMCs (Technical Management Centers) for joint investigation;
- Strong support to operation teams;

Crisis management: involvement in crisis resolution on platform operational team demand

Problem management:
- Involvement as problem pilot or support resolution on problems
- Participation to reviews (post incident reviews, weekly reviews, quality loop)

Change management: act as head of requests in Change Management chain/ validate operations in test environment/ build deployment documentation.

Capacity Management (depends of the service) create and manage the capacity plan KPI definition, thresholds and upgrades.

QoS (quality of service) management (depends of the service):
- QoS dashboard generation and analysis;
- Enrich knowledge database (Survival guide document);
- Participate to quality loops reviews.

Job environment:
- Strong cross-functional relationships across Project Leaders, Subject Matter Experts and Technical Operations;
- There will be a requirement for creating and maintaining international relationships across countries using the service, internal & external supplier;
- To achieve the above they will be a need for international travel to enable these above points in particular to OLNC/DPS-France and potentially Suppliers (varying location where necessary).