Team Lead for L1 Support Team
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Employer: | Capgemini Romania |
Domain: |
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Job type: | full-time |
Job level: | 1 - 5 years of experience |
Location: |
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Updated at: | 30.09.2023 |
Remote work: | Hybrid |
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What we expect from you:
- Lead and manage a team of L1 support engineers, providing guidance, mentorship, and training as needed;
- Serve as the primary point of contact for escalated issues and ensure timely resolution;
- Develop and implement support processes and procedures to enhance efficiency and customer satisfaction;
- Monitoring service event and performance dashboards;
- Proactive execution of MOPs to check service availability and performance;
- Semi-scripted diagnosis of service issues;
- Identify opportunities to reduce escalations to the next tier of support;
- Initiating Incident Management protocol;
- Work as part of a 24x7x365 shift rotation;
- Ready to visit the Bucharest office 2 times per week.
You are equipped with:
- 3+ years of IT experience;
- At least 6 months of TL experience (QA, Support, or other teams);
- Experience using diagnostic tools such as Kibana, Grafana;
- Experience accessing logs from the command line;
- Experience identifying capacity and performance problems;
- Ability to effectively describe and summarize a problem for the next tier to take over and for the incident manager;
- Flexibility to work in shifts, including weekends and holidays, to provide 24/7 support;
- You are fluent in English (C1/C2 level).
Nice to have:
- Sense of urgency with action when services are impaired;
- Good communication skills;
- Experience working on incident bridges supporting service restoration;
- Technical qualification in an engineering or science discipline;
- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
What you can expect from us:
- Competitive Salary & Benefits;
- Knowledge and support from more experienced engineers;
- Respect for your private life and your choices;
- All tools required for high performance in your field;
- Responsible approach, long-term commitments, and stability;
- Working in an interdisciplinary team and great environment;
- Flexible working hours and hybrid work (remote office);
- Evaluation based on personal results;
- Specialization - and further development opportunities.
Benefits
- Special events bonus (ex: Easter, Christmas)
- Medical subscription
- Medical insurance
- Gym membership
- Private pension
- Trainings
- Courses
- Certifications
- Remote work allowance / Utilities reimbursement
- Payment / Compensation for extra hours
- Choose your benefits within a maximum budget
- Flexible work schedule
- Teambuildings / trips
- Parties / company events
- Laptop
- Meal vouchers
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