Management of the Application Support Analysts in the Enactor Support 3rd Line team
Incident Management
Problem Management
Service Transition
Act as first escalation level for 3rd Line and Support in general with both internal stakeholders and customers
Generation of service reports and presentation to clients in service review meetings
Documentation and maintenance of policies, processes and procedures
Provide input into the pre-sales process and the support strategy
Skills and Experience
Bachelor of Science in Computer Science, Engineering, or Mathematics from a recognized university
10+ years’ relevant hands-on systems engineering experience supporting enterprise level software systems,infrastructure, IT Service Desk or Support (required)
Excellent written and verbal communication skills (including a very good command of the English language),with the ability to both communicate internally and represent Enactor in front of its customers (required)
Experience setting Service Level Agreements (SLAs) and delivering service accordingly (required)
Basic Linux and Windows administration, with the ability to manage the file system, services, processes (required)
Basic database administration (MSSQL, MySQL, MariaDB), with the ability to write queries and search/change/exportdata (required)
Ability to effectively prioritise and execute tasks in a high-pressure environment (required)
Java programming skills, cloud experience with Azure or AWS (beneficial)
Retail IT experience in regulated environments, compliant with ISO 27001 and PCI DSS (beneficial)
ITIL or related professional certifications (beneficial)