Application Support Team Lead
hace 4 días
Hansen Technologies is seeking an experienced Application Support Team Lead to join our global team. This role requires a graduate with a degree in Engineering, Information Technology, or Computer Science, or equivalent experience in a professional environment.
About the RoleThe successful candidate will be responsible for leading a team of Support Analysts that provide services to our global Utility CIS customers. They will oversee the management of relevant SLAs, adoption of application support standards and guidelines, and successful communication of Support matters to customers and internal stakeholders.
Key Responsibilities- Maintain SLA adherence and intervene proactively in incidents at risk of violating the SLA.
- Champion best practices across the support team.
- Align initiatives from Support Management to improve service offerings.
- Support the generation and adoption of KPIs for the support team.
- Lead the day-to-day leadership of local application support staff.
- Provide technical leadership and guidance to the team resolving client incidents.
To be successful in this role, you will require:
- 5+ years experience in leading teams in a global, 24X7 environment.
- A technical background in software support.
- Experience in a software development environment or roles such as technical support, business analysis, project management, client on-site consulting, or other customer-facing roles.
- Flexible schedule to work with the global customer base and regional teams.
- Demonstrated expertise in quality customer relationships and service delivery management.
- Proficiency in computer software such as PowerPoint, Excel, and CRM systems.
- Strong English Communication at a professional level required.
Please note that the salary range provided is an estimate based on industry standards and may vary depending on individual qualifications and experience.
About Hansen TechnologiesWe are a leading provider of software solutions for the utility industry. Our company offers a competitive compensation package, including inflation adjustments, leave entitlements, health coverage, and financial security. We value work-life balance, growth, and recognition for exceptional performance.
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