Develop competence strategy, research and collect training materials and knowledge libraries for internal company use.
Identify expertise directions of the stream based on the company strategy and plan/facilitate stream expertise development.
Develop functional areas by engaging leading experts to share experience.
Gather and provide actual information on the qualification of stream members and perform competency analysis.
Develop and maintain the process of career path development for stream members and involve experts.
Provide recommendations or comments when hiring or dismissing employees within the stream.
Consult on requirements to application and infrastructure support working processes, environment, tools and KPIs.
Define support project implementation road maps and support pre-sales with expertise, methodology vision, and estimates.
Develop and maintain the process of interviewing internal and external candidates (including verification of attitude, motivation, behavior etc.).
Conduct internal staff competency assessment (“matrix”), organize lectures, seminars, stream talks, knowledge and experience sharing sessions, and other forms of training.
Organize and perform internal staff coaching and mentoring programs and take part in organizing external education.
Participate in Performance Reviews of leading domain experts and engage experts as stream representatives during reviews.
Take ownership of resolving customer requests in accordance with SLAs according to ITIL protocols; be point of contact for technical escalations and advisory.
Communicate project status to Project managers and provide monthly reports; ensure customer inquiries are solved correctly and professionally.
Work with internal and external L2 and L3 members to diagnose/resolve platform issues and carry out maintenance.
Accountable for performance of functional roles, supervision of subordinates, and compliance with Ukrainian legislation, internal regulations, fire safety and information security.
Requirements
10+ years of experience in software support and development
Experience with business- or mission-critical systems
Experience of work in/for large corporation with sophisticated IT landscape
Profound knowledge and practical skills in support, tools, environments and processes
Development of support team KPIs for performance and efficiency measuring and improving
Understanding of different development and support methodologies and concepts (Waterfall/Agile/Kanban, ITIL/ITSM, DevOps etc)
Corporate IT environment analysis and transformation experience
Good experience in specialized areas of IT such as: Network fault finding and diagnostics (routing, VPN, DNS, DHCP, proxy, firewall etc)
Cloud infrastructure (AWS, Azure, GCP or OpenStack)
Container orchestration tools (Kubernetes, Mesos, Swarm or similar)
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