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Technical Support Manager - Ireland

Dublin, Ireland
Software / Information Technology · Full-time · Permanent
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Description
Our client is seeking a talented Technical Support Manager who will take responsibility for all aspects of our web and mobile sites and apps and ensure speedy resolution to all issues. The candidate will exhibit great attention to detail and have a passion for keeping the sites running. This position reports to the CTO.


Responsibilities
Responsibilities: • Take charge of all site affecting issues and drive them to resolution. • Manage issues and spot relationships between them. • Liaise with the developers to investigate complex issues. • Liaise with devops to ensure patches are released. • Communicate with senior management concerning site issues and progress of resolutions. • Set, monitor and measure adherence to support quality metrics. • Ensure performance of the support group is within the established Service Level Agreement (SLA) guidelines and adheres to corporate policies. • Report weekly on KPIs such as issues reported, resolved and time to resolution. • Manage a team of application support engineers working shifts covering 08:00-23:00 7 days. Manage and control small development tasks undertaken by the application support team. Participates in the recruitment, orientation, and training of new team members. • Provides technical and professional guidance and support for team members. • Takes escalated calls from customers that have needs beyond what support resources can provide. Works with personnel from various departments to coordinate efforts and provide resolution to customer issues. • Oversee maintenance of the knowledge base and ensure that new articles are being added to it on a regular basis.

Minimum qualifications
Requirements: • BSc in Computer Science or related field • 3+ years’ development experience (PHP, Javascript, Python preferred) • 2+ years managing technical support for a public facing web application 24X7 environment • Excellent knowledge of Agile/Scrum development process • Experience of managing small teams of application support staff including creating rotas and performance management • Good spoken and written communication skills both up to senior management and down to the team. Preferred: • Knowledge of Git, Python, PHP, JS, JQuery, AngularJS, HTML5, CSS3, Twisted, Vagrant, AWS. • Knowledge of continuous integration.
Job details
Reference: TSM - BC
Team or role: Software / Information Technology
Job type: full-time
Job location: Dublin, Ireland

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