Responsibilities:

● Responsible for delivery and management of 24x7 global production support services for multiple products and clients

● Manage a team of 6-8 application support engineers working in shifts

● Manage the schedule including handling holiday and leave requests

● Give feedback (positive and negative), coach and appraise performance of team

● Conduct regular team meetings 

● Handle all aspects of hiring and training

● Create and maintain documentation for team and department focusing around processes and procedures

● Monitor work of team daily, proactively identifying issues before they turn into bigger problems, and ensuring that responses and resolutions are provided within service-level agreements.

● Collaborate with and articulate technical information to business leaders and management

● Collaborate with Engineering team members to solve complex problems

 

Requirements:

● Bachelors in Computer Science or similar field

● 5+ years experience managing medium-sized teams

● Strong analytical, troubleshooting and issue resolution skills

● Strong understanding of web applications, including http protocols and rest APIs

● Strong understanding of databases, systems infrastructure, microservices, and sftp

● Must be proficient in unix/linux including ping, telnet, nslookup/dig, grep, find, ps, netstat, top, curl

● Fluent in English language

● Able to work in fast-paced and stressful situations while maintaining a calm and professional attitude

● Able to juggle multiple active projects, ensuring work done on priority basis

● Excellent communicator - open and honest

 

Preferred:

● Experience using JIRA, Confluence, Zabbix, Nagios, OpsGenie, PagerDuty

● Experience in mobile payments sector