Are you an experienced technical leader with experience leading support teams in financial or payment transaction technology environments? A strong problem solver with excellent communications skills in French and English ? Experience improving diverse teams ? If so, Euro London Appointments may have the ideal opportunity for you in a leading payment technologies company !
Our client is currently looking for a talented Level 2 Technical Support Manager to join their team in their Paris office , responsible for the management of the 2nd Line Support team supporting a market leading SaaS Retail Platform providing well-known retailers across France, the UK and Australia with a gateway for transactions.
The L2 Manager will co-ordinate closely with the L1 team and Level 3 specialist teams :( Infrastructure, Platforms, DBA and Network) and R&D teams in order to fulfil Service Level Agreements with clients.
The chosen candidate will have responsibilities including the following :
*Ensuring that customers tickets escalated to L2 are resolved in a timely manner, meeting SLAs with the right level of response.
*Reducing ticketing delays.
*Improving and facilitating the support process and setting-up standard procedures.
*Improving problem resolution times.
*Ensuring that tickets escalated to L3 and R&D are followed up to completion.
*Supervising the Real-time business monitoring tool.
*Ensuring that new services /offers are 'Production Ready'
*Managing Customer Escalations and Communications to Management.
*Owning the SaaS software application ticketing system.
*Ensuring all documentation is completed up to date and acted on.
*Developing the shared 'knowledgebase'
*Providing on a monthly basis the relevant KPIs to management.
Technical Skills /Competencies required
*Software Support background including databases knowledge in a Linux environment.
*Good understanding of technology, SaaS products ( ideally) and services in a commercially oriented environment.
*Understanding of Network technologies and protocols, computing environments including Linux, Postgres, SQL, LAN/WAN, IP/NAT routing etc…
*Knowledge of ITIL processes for IT Service Level Management is a significant advantage.
*Solid skills in problem resolution analysis.
*Knowledge of JIRA and Grafana would be an advantage.
Behavioural/Soft Skills required
*Client and Business focus
*Committed, Self-motivated, determined and enthusiastic individual with a positive 'can-do' attitude.
*Ability to work autonomously within a team environment.
*Strong personality to challenge decisions when required.
*Experience in improving remote and on-site multi-geography teams and developing them with team members with different levels of experience is essential.
*Ability to work under pressure at times with the ability to set and manage priorities.
*Ability to work with internal and external clients in an international workplace and business environment.
*Strong interpersonal skills in working with developers, systems engineers and other technical specialists.
*Advanced or fluent communications skills in English and fluent French.
*Able to translate technical language and concepts to non-technical audiences.
*Attention to detail and quality of work.
*Degree in Computer Science, Engineering, Software Engineering or similar
*Long-term experience in IT Operations Management functions
*Experience highly advantageous in Electronic Payments or Telco environments
*Knowledge of ITIL processes
*Fluent French , Advanced or Fluent English required. Spanish beneficial.
*Experience in working with Senior Management
*Experience in managing client expectations and communicating with executive level clients.
As a progressive company with an open , diverse and multicultural working culture our client can offer an inclusive working environment which offers excellent career progression prospects into other divisions and functions within an environment where great employees and cutting-edge technology are at the heart of the company's mission.