Technical Support Lead
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Lead and develop the support team, including hiring, onboarding, mentoring, and performance management
- Own and continuously improve the support operation and service delivery processes
- Define and manage SLAs, KPIs, and support quality standards
- Establish ticket triage, escalation, and incident management procedures
- Oversee support communication channels, including Jira Service Management, Telegram, and chat-bots
Що пропонуємо
- Experience building support functions from scratch
- Experience with Incident Management and Problem Management processes
- Knowledge of ITIL principles
- Experience with SQL, REST APIs, and log analysis
- Experience with chatbot-driven support operations
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