Production Support Team Leader

Fexco

Kerry

Reporting to the Service Operations Manager, the Team Leader will ensure the smooth operation of the FMS Production Support Team. The Team Leader will mentor team members to ensure provision of world-class support services to FEXCOs merchant base, PSP’s, acquirers and internal customers, whilst supporting all FMS data & applications and ensuring tickets raised are processed efficiently with clear, concise & helpful solutions. Main Responsibilities. Oversee the daily team activity and facilitate procedures and workflows. Monitor and revise the ticket management process where necessary to improve efficiency and productivity. Manage an appropriate escalation and handling mechanism for customer enquiries via all routes within internal and external SLAs. Prioritise workload across the team, manage recruitment and staffing levels for this purpose. Work closely with the Implementation team to ensure new functionality is managed through them and that new merchants / PSP’s / Terminal and Back Office releases coming in to the production environment are tested & reliable with all support requirements & contacts specified during the handover. Ensure all work requests adhere to the established process and are logged accordingly with emails / phone calls / verbal requests being migrated to ticket requests. Oversee ongoing population of knowledge base for all Support related procedures, scripts and workarounds, ensure that it is updated regularly by all team members. Ensure all processes and procedures adhere with PCI DSS and ISAE3402/SSAE16 standards. Nurture and maintain relationships with key people within our client and partner organisations. Develop individuals to ensure tickets of a repetitive nature are managed out by either escalation to the appropriate business owner, technical changes or training to tackle the root cause. Identify areas of manual intervention and propose solutions for migrating to automation. Act as mentor to the Production Support Team, providing help & guidance to direct reports,drive productivity & efficiency by close management, regular communication & use of OGSM’s. Develop individuals within the team by internal & external training to ensure all staff are cross functional & can process tickets relevant to all areas of Support. Work with the Service Operations Manager to build and lead a 24*7 Production Support team. Experience / Qualifications Required. The candidate would ideally be educated to degree level with an IT qualification. Previous Team Management experience is essential. Previous process management experience is an advantage. Competencies Required. Customer driven individual with desire to exceed expectations. Good communication skills both written & oral. Flexibility in relation to hours of work and out of hours support rota. Experience of all or some of the following are desirable: TOAD, Tomcat, Visio, Python. Knowledge of automation and / or machine learning. Good knowledge of some or all of the following is desirable: SQL, scripting, IP, FTP, SFTP, Configuration Management, Subversion, JIRA, Networking, Microsoft environments, Linux or UNIX environment, Python, Perl. FEXCO is an equal opportunities employer. This job originally appeared on RecruitIreland.com.

2353 days ago