Assistant Vice President, Technical Support Lead

Responsibilities

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

Manage and prioritise your workload in accordance with the various response SLAs

Manage team metrics and retention goals

Minimum Qualifications

• Bachelors/ Master of Technology / MBA

Preferred Qualifications

• Extensive industry experience with technical background and robust hands-on product rollout experience; having worked with multiple scrum teams using Agile
• Excellent people, interpersonal, and technical skills, and can execute and deliver in a matrix organization.
• Ability to work with key business partners, architecture and data teams, requirement gathering and solution teams to build a product road map with more focus on building product development road map (design, build, test and deploy)
• Demonstrable ability to quickly earn the trust of sponsors and key partners; mobilize and empower teams; set direction and approach; resolve conflict; deliver tough messages with patience; execute with limited information and ambiguity
• Demonstrable ability to build positive relationships across organizations in delivering the best outcome of sophisticated programs.
• Ability to communicate objectives, plans, status, and results clearly across all levels, focusing on critical few key points.
• Should have ability to adapt rapidly to changing dynamics of business partner expectations.
• Validated ability in unearthing issues and leading risks in the program
• Superb interpersonal skills, including business writing and presentations
• PMI/ PMP Certification, Agile Certified Practitioner (PMI-ACP), Certified