Lead Support Operations Specialist

Há 6 dias

Palhoça, Santa Catarina, Brasil beBeeTechnical Tempo inteiro R$2.400.000 - R$3.000.000
Job Title:

Senior Technical Operations Manager

Job Summary:

We are seeking an experienced Senior Technical Operations Manager to lead our application support team. This is a key role in our organization, responsible for developing relationships with clients' stakeholders and outsourced service providers.

Responsibilities:
  • Coordinate shifts, assign tasks, adjust schedules, and monitor performance to provide optimal support coverage.
  • Collaborate with management to improve and customize reports related to production support.
  • Prioritize issues raised and resolve them accordingly.
  • Manage escalation and resolution of critical service issues.
  • Report promptly to management and clients regarding critical outages until resolution.
  • Oversee offshore resources according to SLAs.
  • Allocate resources to resolve problems/incidents.
  • Manage the development of bug fixes and code in accordance with the acceptance criteria established by clients.
Qualifications:
  • Bachelor's Degree in Computer Science or similar IT-related fields.
  • Strong business acumen, management skills, leadership qualities, customer service orientation, problem-solving skills, attention to detail, and proactivity.
  • Five to ten years of experience supporting mission-critical information systems.
  • Proven track record of managing software development and quality assurance teams.
  • Experience supporting eCommerce solutions (Adobe Magento experience highly desirable).
  • Experienced in Agile methodologies.
  • Able to communicate complex ideas effectively to diverse audiences.
  • Ability to interpret and convey complex, difficult, or sensitive information.
  • Leadership and mentoring skills.
  • Familiarity with messaging systems, build tools like Git, Jenkins, and Jira.
  • APIs and microservice architectures.
  • Relational databases (SQL, stored procedures, data modeling).
  • Application software coding and scripting.
  • Telecommunication systems, standard IT hardware, and equipment.
  • Fluent English required.
Working Conditions:
  • 100% remote position, with occasional travel requirements (less than 4 hours/month).
  • 40 working hours per week according to Brazilian business hours and holidays.
  • Support team availability on shifts and stand-by mode may require active work on weekends, nights, and holidays.

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