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Technical Architect

3 months ago

Chennai, India Mindsprint Full time

Job Summary:


Join us in our ongoing journey towards Hyper Automation

This role involves in developing, implementing, and maintaining policies and procedures on application support services. Manage the ECM (Enterprise Content Manager) Support team and evaluate skills and performances, ensure end user service is timely and accurate on a daily basis, support technician, set specific end user service standards, contribute to improving IT support by actively monitoring and responding to end users queries, establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal teams like security, to improve cross problems solutions. Providing outstanding first level technical support as well as assisting in planning out and building our ECM infrastructure.



Job Description:


  • Lead the internal IT support team in our day-to-day IT operations, equipment provisioning, user.
  • access management, endpoint maintenance, & contributing to the overall improvement of our IT stack.
  • Ensuring all requests for applications support are effectively managed and resolved in a timely manner, partnering with vendors or infrastructure and engineering teams as necessary for resolution.
  • Mentor and lead ECM Support team, managing rosters, planning, coaching and guiding them to ensure KPI's are not only achieved but done so whilst providing an exceptional customer experience.
  • Assist the delivery of several business projects requiring your guidance and insights, partnering with the PMO as necessary.
  • Conduct regular reviews of processes, standards, and templates with a view to manage risks and drive continuous improvement.


Profile Description:


  • Experience in a leadership role managing a small team of applications support engineers, coaching and training them to deliver exceptional service whilst resolving issues in a timely manner.
  • Having knowledge and experience in the following OT product suite components that comprise the Enterprise ECM platform:

OT Appworks 16 and above

Having sound knowledge in the SQL Server Database

Having knowledge in the ITSM processes & implementation

ITIL certification is an added advantage.

  • Good communication, interpretation, and comprehension skills
  • Willingness to work in different time based on the business needs.