Production Support Team Leader
- Recruiter
- FEXCO
- Location
- Kerry
- Posted
- 28 Apr 2017
- Closes
- 29 May 2017
- Job role
- Accountant
Job Purpose Reporting to the Service Operations Manager, the Team Leader will ensure the smooth operation of the FEXCO Merchant Services Production Support Team. The Team Leader will mentor team members to ensure provision of world-class support services to FEXCOs merchant base, PSP's, acquirers and colleagues, whilst supporting all FMS data & applications and ensuring tickets raised are processed efficiently with clear, concise & helpful solutions. Main Responsibilities Oversee the daily team activity and facilitate procedures and workflows. Monitor and revise the ticket management process where necessary to improve efficiency and productivity. Manage an appropriate escalation and handling mechanism for customer enquiries via all routes within internal and external SLAs. Prioritise workload across the team, manage recruitment and staffing levels for this purpose. Work closely with the Implementation team to ensure new functionality is managed through them and that new merchants / PSP's / Terminal and Back Office releases coming in to the production environment are tested & reliable with all support requirements & contacts specified during the handover. Ensure appropriate alerting and monitoring is in place for all critical systems and processes Ensure all work requests adhere to the established process and are logged accordingly via JIRA ticketing system. Oversee ongoing population of knowledge base for all Support related procedures, scripts and workarounds, ensure that it is updated regularly by all team members. Nurture and maintain relationships with key people within our client and partner organisations. Develop individuals to ensure tickets of a repetitive nature are managed out by either escalation to the appropriate business owner, technical changes or training to tackle the root cause. Act as mentor to the Production Support Team, providing help & guidance to direct reports, drive productivity & efficiency by close management, regular communication & use of OGSM's. Develop individuals within the team by internal & external training to ensure all staff is cross functional & can process tickets relevant to all areas of Support. Qualifications / Experience Required The candidate would ideally be educated to degree level with an IT qualification preferable. Previous Team Management experience is essential Previous process management is an advantage Competencies Required Customer driven individual with desire to exceed expectations Good communication skills both written & oral Flexibility in relation to hours of work and out of hours support rota Experience of all or some of the following are desirable: TOAD, Tomcat, Visio, Python Good knowledge of some or all of the following is desirable: SQL, scripting, IP, FTP, SFTP, Configuration Management, Subversion, JIRA, Networking, Microsoft environments, Linux or UNIX environment, Python, Perl, VISIO. FEXCO is an equal opportunities employer.