Hybrid Competency Manager, Customer Support

Posted last month

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About the role

  • 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.
  • Approve technical decisions, analyze software requirements implementation variants, evaluate time-consumption and workload.
  • 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)
  • Databases design and operation (MS SQL, MySQL/Maria DB, PostgreSQL, MongoDB etc)
  • CI/CD tools (Teamcity, Jenkins, CircleCI, Hudson)
  • Automating Ops tools(Chef, Puppet, Ansible, Yeoman, CloudFormation, Packer or Terraform)
  • QC and monitoring systems (Zabbix, Twistlock, SonarQube, Prometheus, cAdvisor, DataDog etc)
  • Use (and be a fan of) different AI tools
  • Excellent communication skills
  • Ability to provide coaching to the staff at an individual, team, and company level
  • Excellent interpersonal, presentation, and communication skills
  • Highly motivated, disciplined, with an ability to manage competing priorities
  • Technical university master’s degree/PhD
  • English upper intermediate or higher (desired level - advanced)

Job title

Competency Manager, Customer Support

Job type

Experience level

SeniorLead

Salary

Not specified

Degree requirement

Postgraduate Degree

Location requirements

HybridUkraine

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