Description
Computer Futures are currently looking for a Technical Support/Infrastructure Manager to join a key client in Based in the Gloucestershire Area. You will be reporting to the Chief Operating Officer, and will be the influencer, driver, and innovator for delivering a support function to all external and internal customers.You must have strong collaboration and interpersonal skills and will be required to engage with various stakeholders including Customers, Development, Sales and other Services functions within the business.
Role Requirements:
- Lead, guide and develop the Support team, to include 1st, 2nd and 3rdline Technical functions.
- Coordination of customer communication for incident and escalation management
- Establishing and leading a team of professionals to deliver support that will result in the highest possible levels of customer satisfaction
- Provide day to day expert & technical advice and support for internal and external client requests
- Ensure clarity on Client Architectural strategy for Kallidus platforms
- Provides communication, planning and implementation 3rdline support for solutions.
- Adhere to defined customer SLA's and achieve 98% customer satisfaction
- Close co-operation with the other departmental heads where appropriate for problem identification and resolution.
- Ensure current working practices, methodologies and resources are optimised.
- Ensure effective implementation and support methodologies and ISO processes are adhered to.
Technical knowledge
- Competent user of MS Products, SQL Server, Oracle Databases and scripting
- Strong understanding or experience of operating in Cloud Support as it pertains to Software as a Service (SaaS) infrastructure
- Comprehensive knowledge of principles, methods, and techniques used across ITIL processes
- Knowledge of Microsoft Windows Server environments, SharePoint and IIS
- Knowledge of Internet Technologies
- Knowledge of Business Objects and CrystalReporting
This role is paying up to £55,000 for the right candidate and includes a yearly bonus.
To find out more about Computer Futures please visit www.computerfutures.com