|
|
|
| Job Requirements |
| Title |
Group Technical Support Manager |
| Role |
Group Technical Support Manager |
| Category |
IT - Information Technology jobs in Spain
|
| Location |
Gibraltar
|
| Company |
RecruitGibraltar , Vacancies
[
- - ] (Posted on Tue 08 January 2008 01:35 pm) |
| Experience |
No preference |
| Educational Qualification |
No preference |
| Skills |
English spoken & written
|
| Salary |
- - |
| Career Level |
Entry Level (less than 2 years experience) |
| Job Type |
Permanent
|
| Job Status |
Full Time
|
| |
|
|
|
|
| |
| Group Technical Support Manager |
Our client is searching for a Group Technical Support Manager to be responsible managing a geographically spread Support Team (catering to applications, desktops, telephony, and other miscellaneous production technical support aspects). To manage and mentor staff within the support team to the direction of the Group IT Production manager. 2nd level support, monitoring, and debugging, and escalation and management of issues through to 3rd level support and 3rd party vendors as required.
MAJOR DUTIES AND RESPONSIBILITIES
• Monitor network, service and application health to ensure required operation.
• Identify and react to production incidents affecting or caused by applications, systems, and/or IT equipment undertaking root cause analysis and debugging to resolve issues where possible.
• Assist with problem management ensuring that the business is kept up-to-date with progress via the Service Desk/NOC.
• Work with 3rd party specialists and vendors to determine fixes or develop patches/remedial actions to resolve issues.
• Endeavour to resolve issues raised by business (via Service Desk/NOC) as quickly, accurately, and completely as possible with a view to minimise outstanding support incidents to zero.
• Create/compile, verify, and continually revise/improve support processes and related documentation.
• Liaise with other IT teams and 3rd party vendors continually to ensure customer satisfaction.
• Act upon requests for service from IT and the business as quickly and accurately as possible.
• Ensure that clear work instructions for both network and system monitoring and troubleshooting/resolution are published to the Service Desk/NOC.
• Provide scheduled in-house training between Technical Support and the Service Desk/NOC.
• Identify personnel for mentoring and cross-training within Technical Support and also with other IT Departments.
• Identify training plan to ensure that all MANSION systems are supported effectively.
• Deploy all upgrades, patches and fixes to MANSION products and services running in the Production environment via Change Management.
• Ability to work within and add value to a structured ITIL working environment, Incident, Problem, Change, Configuration and Release Management.
QUALIFICATIONS AND EXPERIENCE
Essential
• ITIL experience, minimum Incident/Problem/Change/Configuration/Release.
• 3+ years technical/support team management experience.
• Business / Technical Analysis skills
• 5+ years experience in the field of IT support management preferably within a high volume financial transaction or ISP environment.
• Proven Management track record especially regarding remote staff management.
• Programming experience, preferably C++ and/or Java
• Proven working systems experience/knowledge of: -
o Solaris/Linux
o ORACLE/MS-SQL Server
o Apache
o Weblogic/J2EE experience
o Windows 2003
o Routing Protocols (BGP/OSPF both Cisco and Juniper)
o Switching (Trunks/VLANs)
o Cisco VoIP solutions
o F5 Devices (BigIP/Traffic Manager/3DNS)
• The role holder must have an analytical, trouble-shooting mindset, with a problem-solving personality.
• Experience with SOE desktop build, deployment, and support management.
Desirable
• A background in system integration, configuration and maintenance is highly preferable.
• ITIL Practitioner.
• Prince2 Foundation and/or Project Management experience.
• Documentation / process writing skills.
• Ability to self manage to achieve tasks.
Salary is £55 - £65k
Tel – (00350) 77900 (Gibraltar)
Tel - (0034) 952 477 594
Fax - (0034) 952 663 852
|
| |
|
|
|
| Browse February job vacancies in Spain |
 |
|
|
|
|
|
