Technical Support Engineer
4 weeks ago
Job Role:
As a Product Support Engineer, you will be responsible for managing a large team of technical support analysts responsible for ensuring the seamless operation of RCW applications. Your primary focus will be on maintaining 24x7 application support, resolving technical incidents, and driving continuous improvement through problem management. You will work closely with various IT and business teams to enhance system performance and reliability.
Main Responsibilities:
- Team Management: Lead, mentor, and support a team of technical support analysts, fostering a collaborative and high-performance work environment. Develop and manage work schedules and rotas to ensure consistent 24x7 support coverage. Conduct regular performance reviews, provide feedback, and implement training and development programs to enhance team capabilities.
- Incident Management: Oversee the incident management process, ensuring timely and effective resolution of IT incidents to minimize service disruptions. Utilize technical expertise to troubleshoot and diagnose issues, and escalate complex or unresolved incidents to higher-level technical teams. Monitor incident queues and prioritize tickets based on severity and business impact.
- Problem Management: Analyze incident data to identify recurring issues and trends, creating problem tickets for investigation. Collaborate with IT teams, Change The Business (CTB) teams, and Business Support Groups (BSG) to identify root causes and implement effective solutions. Lead efforts to deploy system upgrades, patches, and enhancements to improve application stability and performance.
- ITIL Methodology: Apply ITIL best practices to optimize support processes and ensure alignment with industry standards. Utilize ITIL frameworks to manage incident, problem, and change management processes effectively. Possess or pursue ITIL certifications to validate and enhance your expertise.
- Collaboration and Communication: Serve as a liaison between technical support teams and other IT departments to facilitate communication and collaboration. Prepare and present reports on support performance, incident resolution, and problem management activities to stakeholders. Engage with business units to understand their needs and ensure that support services align with business objectives.
- Continuous Improvement: Identify opportunities for process improvements and efficiency gains within the support function. Implement best practices and innovative solutions to enhance service delivery and customer satisfaction. Stay current with industry trends, emerging technologies, and best practices in IT support and service management.
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