Trabajo de R&D HotSpot Team Manager en Taltere, SA de CV, Jalisco - México

R&D HotSpot Team Manager

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.

 

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 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.

 

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 $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.