Job Role:
We are seeking an experienced Professional to manage a team of support specialists, providing coaching and support to ensure high-quality service delivery.
The ideal candidate will be responsible for managing and coordinating the backlog of production incidents, change requests, and system enhancements across multiple integration platforms.
About the Job:
This is a challenging role that requires a highly skilled and experienced professional with expertise in API Integration and Support Operations. The successful candidate will work closely with cross-functional teams to ensure business objectives are met.
Key Responsibilities:
* Manage a team of support specialists, providing coaching and support to ensure high-quality service delivery.
* Develop and implement support processes and procedures to ensure consistent and efficient resolution of integration related issues.
* Implement state-of-the-art system logging, pro-active event monitoring, and automated alerting using tools such as Splunk and Dynatrace.
* Collaborate with stakeholders to ensure business objectives are met.
* Perform operational tasks including access management and provisioning, internal reviews, control implementation, and service transition activities.
* Develop and provide regular reporting to meet technical stakeholder requirements.
Requirements:
* More than 5 years' experience working with API integration, ideally in a support/operations role.
* Excellent communication and stakeholder management skills.
* Demonstrated experience developing and maintaining documentation on support processes, policies, and configuration.
Desirable Criteria:
* Experience working with the Atlassian suite, specifically Jira, Confluence, and Service Desk.