Network & Application Support Leader
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.
We are looking for a Team Leader R&D HotSpot area, this area includes HW Design of EDA Applications supported by high performance computing and storage environments, designers and infrastructure for a large part of the company's applications.
Collaboration with DevOps team to close 90% of incidents and requests from regional designers and developers.
- 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.
- 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 $45k, 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.