Support Team Leader

Employer: VON Consulting SRL
Domain:
  • IT Software
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 11.11.2019
    Short company description

    VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

    Requirements

    - Experience of supporting business application systems and an understanding of their
    architecture (4-6 years of experience in technical/customer support services)
    - Team management experience
    - Knowledge of command line Unix standard tools (Linux, Unix) and Windows operating
    systems
    - Knowledge of shell scripting (bash, sh, ksh, awk)
    - Knowledge of SQL and database engines administration (MariaDB, Cassandra,
    Oracle, MySQL)
    - Networks: TCP/IP, HTTP, Telnet, SSH
    - Experience with any monitoring tool (Prometheus, Grafana, Nagios, Zabbix)
    - Customer oriented. Focused on problem resolution
    - Team player who is self-motivated and can also work independently
    - Strong documentation skills, strong written and verbal communication skill
    - Strong understanding of support activities such as troubleshooting performing
    installs/deployments, upgrades, patches (nights and weekends included)
    - In-depth knowledge of performance metrics
    - Organizational and time-management skills
    - Decision-making skills
    - Advanced level of English. French is a plus.


    Nice to have:

    - Degree in engineering with main focus on computer science and telecommunications
    - Experience with Docker, Kubernetes, SaltStack
    - Programming knowledge in C/C++, Java, Phyton is a plus
    - Web applications knowledge (Tomcat, Apache, JBOSS application server) is a plus
    - ITIL Basic knowledge in particular in Incident Management, Problem Management
    - Experience of managing projects and of project management methods and tools.

    Responsibilities

    - Responsible to coordinate the activities of the DTS Support team, its priorities and
    continuous improvement, under the supervision of the DTS Support Manager
    - Lead by setting the example, encourage creativity, curiosity and constant improvement
    - Identify tasks requested by the customer that do not fit in the maintenance scope and
    initiate change requests accordingly
    - Maintains communication with customers and other Support Teams inside the
    organization
    - Develop a strategy the team will use to reach its goals
    - Supports and motivates others, encouraging them to achieve their goals, in alignment
    with organizational goals
    - Encourages their staff to think and act independently where appropriate
    - Seeks opportunities to provide people with new challenges and opportunities to
    develop
    - Discover training needs and provide coaching
    - Communicate clear instructions to team members
    - Develops and maintains productive relationships with internal and external customers
    - Explores the customer’s situation with them to develop a fuller understanding of the
    underlying need
    - Monitor team members’ participation to ensure the training they are being provided is
    being put into use, and also to see if any additional training is needed
    - Manage the flow of day-to-day operations
    - Create reports to update the company on the team’s progress
    - Distribute reports to the appropriate personnel
    - Responsible to maintain the applications, answer customer requests and
    questions within DTS Support Team
    - Responsible to offer customer service support according to the agreed OLA and SLA
    - Reports incidents using ticket tracking tools and is responsible for end to end
    incident management until the issue is solved and ticket is closed
    - Connects remotely to servers in order to gather necessary information, analyze and
    resolve incidents
    - Execute remote interventions and monitoring activities when necessary.

    Other info

    The work is done from our Bucharest and Otopeni offices during business hours but is
    expected to also carry and respond to the 24/7 support phone and intervene when
    necessary.

    The compensation package is at a competitive level, related to the competences and
    performance level.
    Extensive training and excellent professional environment.