Infrastructure and Support Manager

£25000 - £30000 per annum
04 Dec 2018
01 Jan 2019
Recruitment Genius Ltd
Contract Type
Full Time
Infrastructure Support Manager

This is an opportunity to join a specialist eCommerce website developer and system integrator providing eCommerce, marketing and technology services.

Reporting into the Head of Ecommerce Delivery, this Infrastructure Support Manager will be the primary interface between the Support team and the wider business. The successful candidate will be able to manage a team of Technicians. Key responsibilities are:

- Provide effective day to day management of the Support team members to deliver a superior level of customer service
- Champion a customer-focused service culture with a "right first time" ethos towards all the services provided
- Identify enhancements to the support provided to our Customers
- Mentor the team and develop their technical skills and ability
- Make notes on customer accounts to help us identify common complaints and resolutions
- Handle escalations from customers as well as internal or external delivery teams
- Ensure that appropriate coordination is in place to deal with emergencies and high priority incidents
- Identify problematic customers and potential risks as they present themselves
- Management of 3rd party relationships, identify and mitigate risks associated accordingly
- Management of off-shore development team, including time tracking and overall capacity planning for team.

About you
Ideally you will have at least 3 years in a Technical support role and managing a Support team, preferably within a Website development business.

- Experience working with Infrastructure projects either directly or as a project manager is critical.
- A natural trouble-shooter you will work though blockers and develop collaborative process improvements .
- Customer facing management skills are essential to manage their expectations, with a wide variety of different stakeholders of all levels
- Demonstrate soft-yet-effective customer conflict resolution skills on a regular basis
- Experience working remotely or in coordination with a team of remote employees
- You will need a strong / broad infrastructure background, with technical understanding of Unix, Linux, Windows, Networking, Storage and Server Technologies, as well as basic knowledge around cloud technology.
- A technical background is essential with understanding and hands-on experience in software development and web technologies, as well as the ability to manage their off-shore development team expectations. Good knowledge of Linux/Microsoft/Cloud environments like AWS would be beneficial.
- Experience of producing status reports for senior level stakeholders
- Ability to manage a large number of tasks with competing priorities
- Experience within trading environments would be beneficial
- Experience in using various project management methodologies and a formal Project Management qualification would be a real advantage

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