Technical Support Team Lead

Pearson Frank
London (Greater)
05 Oct 2017
05 Nov 2017
Contract Type
Full Time
Job DescriptionAbout the role *Management of the first-line and second-line support teams which provides direct and indirect support to merchants, clients and acquiring banks*Delegate the workload within the key client management team and technical support function, both domestically and offshore*Support the sales, client management & service management teams with technical requirements*Support changes and releases into the Production and Test environments*Build & maintain strong relationships with the Operations Management, Systems Administration & Development teamsWhat you will do:*Manage the technical support team, providing line management, mentoring and engagement with other support teams*Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met*Provide internal training, Alongside the Head of Support Services and introduce and maintain effective and efficient ITIL processes for Incident, Problem, Change and Service Improvement*Manage the post validation of releases and changes to the production environment*Ensure that ticket queues are managed effectively & Provide technical integration support to clients*Drive service improvements and Provide best practice incident management of issues impacting our merchant base through to resolution, including escalation within the business & communication to merchants*Track and triage incidents against problems. Drive down opportunity for repeat incidents resulting from a common root cause and time to triage new incidents*Work closely with the Systems Administration & Development teams to ensure that support tickets are being handled in a timely manner*Manage and prioritise your workload in accordance with the various response SLAsYour experience will include:*Computer science degree or equivalent*Experience in support and diagnosis of internet protocols*Strong log analytical skills, knowledge of SOAP, XML and JSON*knowledge of HTML, MySQL & database queries, Apache Tomcat server architecture *Qualified to ITIL foundation with Experience in online payments, in particular supporting a diverse sector of verticals.*Red Hat Enterprise Linux, web scripting (PHP/ASP/.net/Cold Fusion).*Use of Unix command line for file handling*Previous experience of Linux based systemsWhat's in it for you?At the company, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, discretionary annual bonus, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.