Trabajo de Infrastructure and Application Support Team Leader en Taltere, SA de CV, Jalisco - México

Infrastructure and Application Support Team Leader

R&D HotSpot Team Manager.

We’re looking for :

·   Bachelors degree in Computer Science, Electrical Engineering, Computer Engineering or related field.

·   3 - 4 years of experience as Support Engineer in an intermediate to expert level.

·   2 - 3 years of experience as Team Lead in Troubleshooting area for Infrastructure and company applications.

·    Fluent conversational english.

  Collaboration with DevOps team to close 90% of incidents and requests from regional designers and developers.

  Context/Background:

We are looking for a Team Leader R&D HotSpot area, this area includes HW Design of EDA Applications supported by high performance computing or storage environments, designers and infrastructure for a large part of the company's applications.

  Technical Skills:

·   Solid understanding of Scrum or another Agile methodologies.

·   Extensive experience using a ticket management system such as ZendDesk, Remedy etc.

·   Experience using a task/project management tool as MS Project, Jira, Trello, etc.

Main Activities:

·   Act as a primary escalation contact for all customer queries and issues and on need basis seek next level management support.

·   Maintain process documentation (KPI, SLA, mitigation of risks and issues, etc.) relevant to R&D HotSpot teams.

·   Collaborate with the DevOps team to seek opportunities for improvement, reengineering or process automation to reduce response time for ticket resolution.

·   Collaborate with Team managers of other HotSpot regions and ensure the level of support is uniform across regions.

·   Incident/Issues analysis to develop problem management and service improvement plans.

·   Identify training requirements for the regional HotSpot team members.

·   Develops relationship with internal customers and organizations to assess and prioritize their issues, concerns and requirements.

·   Upholds a sense of customer service and measures client satisfaction. Review the feedback received and draws out meaningful analysis and take actions

What we offer :

·   Salary range; $30k to $40k, offer made according to technical interview results, salary is in MXN pesos and monthly basis.

·   Law Benefits.

·   Savings Fund.

·   30 days Christmas Bonus.

·   Mayor and non mayor medical insurance

·   Standard working hours

·   Location: ITESO Area.

 

If you´re interested, want to apply or want to know more details, you can send your resumé to roberto(dot)lopez(at)taltere(dot)com and we’ll be contacting you ASAP. Subject: Troubleshooting & Support Team Leader