Support Team leader (offline)

As a team leader in the support team you will be hands-on support while also managing a team of 5-10 support engineers. The team will support both technical and non-technical end-users. Scripting and documentation project will also be included.
The team will:

- Monitor an operational financial system
- Interact with customers in the US/EU as tier-2/3 support
- Take ownership of technical issues, and work with our Development group to resolve more advanced issues when necessary.
- Perform configuration modifications, Documenting troubleshooting and problem resolution steps
The Team leader will:

- Create and enforce procedures and methodology
- Create and use KPIs and reports
- Manage the team’s work (tasks, response times, shifts etc)
- Do some hands-on work, and a few shifts
- Work closely with customers and R&D
 
Desired Skills & Experience:

- Experience of 2+ years in Managing a support team for a back-end software
- Linux knowledge : analyze logs , regexp, processes
- Experience as support Engineer for production environments
- Excellent English

Advantage:

- Basic SQL
- Financial background: FIX protocol, FX trading,
- Scripting: one of bash, python, Perl, Cshell
- Basic Network knowledge, telnet, TCP/IP
- Experience with ServiceNow, Jira, Jenkins, SVN, C++

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