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Director, Technical Support
Location:
Toronto
Description:
This role will manage the production support team which consists of on-shore and off-shore members who work 24/7/365 to provide level 1 and level 2 support as well as level 3 software maintenance for API’s customer facing applications. This role requires a leader who is comfortable supporting the team during on/off hours, including weekends/holidays if necessary. This role must continuously strive to improve the support process, the team’s efficiency, the time to closure for issues, and the overall team’s knowledge of the underlying products so the team can independently resolve issues. The role will act as an incident manager within the engineering team to ensure incidents are declared, worked by the appropriate team members, escalated when necessary, followed through to completion and documented. This role will operate together with the designated infrastructure incident manager, when necessary, to ensure all joint engineering and infrastructure incidents are appropriately handled. This role will actively work with the development tech leads and QA leader to expose commonly seen deficiencies within the software and help to prioritize their resolution. The role also involves participating in high level architectural design and solutioning sessions with technical leads, architects, and other members of the engineering teams. This role must have strong conceptualization and communication skills in order to synthesize and convince teams of the approaches and tools in improving the overall process of production support and the response back to our customers, both internal to API and external. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Effectively manage the local and the offshore production support team. Manage software development maintenance team. Manage and refine ticket tracking system and associated processes to drive continuous improvement of. Visit ListedBuy for more information.
Company:
Accommodations Plus International
Posted:
January 14 on ListedBuy
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More About this Listing: Director, Technical Support
Director, Technical Support is a Technology Technical Support Job at Accommodations Plus International located in United States. Find other listings like Director, Technical Support by searching Oodle for Technology Technical Support Jobs.
Director, Technical Support is a Technology Technical Support Job at Accommodations Plus International located in United States. Find other listings like Director, Technical Support by searching Oodle for Technology Technical Support Jobs.