Technical Support Team Leader

Technical Support Team Lead - Reigate

Description
The Support Team exists to provide support analysis on a day to day basis on a variety of issues for various internal clients in respect of the pension's administration and pension's payroll systems. It also provides support for the implementation of the system for new, external clients and provides and monitors procedures that are involved in the support and implementation of the system.

The Role
The function of Technical Support Team Leader is to manage the technical support team ensuring all escalated issues are dealt with by the team in a timely manner. To act as an escalation point for all urgent and complaint cases ensuring prioritisation and expectation management. Working with the business and Development teams to ensure a high level of quality service delivery meeting client expectations.

• Responsible for the management of day-to-day resolution of technical problems related to the Pension Administration System
• Ensure adherence to SLA and monitor overall performance in terms of productivity, costs and quality of the team.
• Administer and ensure compliance to the Software Support Team processes.
• Supervise team to abide by the company's policies, standard procedures and processes.
• Review team metrics and develop action plan for service improvement.
• Collaborate with colleagues outside the Software Support team to improve team's performance and product knowledge.
• Conduct regular, formal performance reviews for Analysts and work with them create and monitor development plans.
• Provide updates to and receive feedback from stakeholders on operations updates, operational/financial performance, continuous improvement initiatives, resource needs, etc
• Assist in developing and recommending standardized work processes, tools, and methodologies that improve quality and profitability

The Requirements

• Relevant experience working on IT software applications. Preferably with strong analyst background experience working on software support model.
• At least 2+ years of experience in managing people and leading teams to include effective allocation of resources and service delivery is required.
• Effective at managing multiple priorities under tight deadlines, ability to prioritize conflicting demands, organize time and resources to deliver solid and consistent results for the business and bring assignments to successful completion.
• Demonstrated experience leading client requirements and monitoring project status through use of operational performance measures and service desk management system
• Strong written/verbal communication skills; strong interpersonal skills and presentation abilities with the ability to effectively communicate with analysts, management, leadership and audiences' external to the organization
• Consultative and collaborative leadership style; ability to develop and maintain effective working relationships both internal and external to the organization
• Excellent project management and facilitation skills; experience working with cross-functional teams in matrix organizations
• Strong analytical, quantitative skills; solid decision making capabilities coupled with the ability to analyse complex situations and develop plans to drive business results that align with organizational compliance and risk objectives
• Demonstrated ability to establish credibility, lead by influence, and exercise strong decision making skills, coupled with the ability to recognize and support the organization's preferences and priorities
• Strong Unix and Oracle Database experience.
• Language Knowledge - SQL & Unix Shell Scripting
• Platform Knowledge (Unix, Windows, Apache Web Server Configuration etc.)

Experience on the following is a plus:

• Programming skills
• Language Knowledge - PL/SQL, Perl, Python
• Nginx
• Red Hat
• DevOps
• Containers (Docker)

Added Info:

• Must be willing to work on shifting schedule
• Must be willing to be on-call during weekends
• Must be willing to work on holidays depending on the business needs.