Senior Support Engineer / Local Head of Support

Dataplan informatika d.o.o.

Beograd

28.09.2019.

Linux AWS Cloud senior

Dataplan is an IT partner for SME, large enterprises and governmental organizations, with offices in Belgium and Serbia. As IT-reference Dataplan offers solutions in: ICT support, ICT Infrastructure, Cloud Services, Managed Services and Application Development. Dataplan builds and maintains complex IT networks, provides services and support on 24/7 basis to its clients.

Through monitoring Dataplan assures the functioning of the business critical applications of their customers. The service of Dataplan allows their clients to focus on their core business in fast moving economies. Because of our business growth, we are looking for a

Senior Support Engineer / Local Head of Support

As Senior Support Engineer at Dataplan, You will be based in Belgrade, Serbia. This position includes the following:

RESPONSIBILITIES:

Design, implement and manage a successful Enterprise service and support organization
Take our highly rated service organization to the next level
Develop local expertise to implement mid-term a 24/7 customer / technical support service
Create a training program to effectively on board cohorts of Customer Support team members
Build, mentor and coach a dedicated team

PROFILE:

At least three years’ experience as a manager of a problem-solving team of at least six people
Proven leadership skills
Experience supporting a Customer Service organization that directly communicates with customers, typically via telephone, email and live chat
Ability to handle executive- level complaints
Ability to prioritize your own work and the overall tasks of the team
Excellent written and verbal English communication skills
The ability to coach and mentor individuals for optimum results
Technical knowledge of and competence in Cloud solutions
Ability to establish and maintain a collaborative team environment
Ability to create, influence and manage positive change
Ability to effectively multi-task
Ability to work well under pressure
Looking for a long-term career in customer services management
Proven ability to solve problems quickly
Recognition that operational roles of this nature may involve some element of weekend oversight, plus unscheduled incident and crisis management
Experience supporting a sales team a plus
5+ year of experience in IT Operations/Production support
Strong ITIL service management skills
Detecting and recording the incidents. Provide initial assessment of categorization and prioritization for reported incidents. Sending periodic notifications to all the stakeholders for Severity1 and Severity2 incidents (Severity 1 is the incident of highest impact and Severity 4 are the incidents with lowest impact) and assigning the appropriate technical team or subject matter expert to restore/resolve services. Ensure that proper initial incident Delivery provided to end-user or customer. Search database containing records of problems, symptoms and resolutions
Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
Have good understanding in infrastructure technologies like (AWS, Linux, Servers, Middle-ware, Cloud, security, and Networking, etc.)
Must be detail oriented, committed to deadlines and have solid verbal and written communication skills.
Strong coordination skills with multiple stakeholders
Leadership driving production issues to resolution.
Work with technical teams to ensure maintenance coverage for all relevant IT infrastructure.
Structured method of moderating P1/P2/Major incidents with complete control of troubleshooting, communication with all stakeholders from business, management and technical teams.
Decisive, driven and a true optimist
A strong sense of urgency and inspire his/her team to do the same
Languages: EN is a must, FR and/or NL are a +, additional European languages may be an asset