Technical Support Team Leader

Job Description

• Ensure quality of service to the highest standards to ensure clients' satisfaction.


• Act as a self-starter and an action-taker to achieve preset goals.


• Utilize tools, resources, and information to help Services Delivery Team to perform effectively.


• Improve and enhance communication channels within the team to ensure adequate updates of information and data.


• Assure customer satisfaction and deliver required information and escalations to higher management levels.


• Monitor achievement of KPIs of his/her team and escalate when necessary.


• Manage the technical support team, providing line management, mentoring, and engagement with other support teams.


• Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met.


• Coach and provide relevant feedback on team performance progress and ensure team satisfaction and development.


• Provide feedback on CSR renewals to Top Management.


• Monitor support requests by email and take appropriate actions to enhance the service level.


• Perform floor, assist, briefing, shift handover, and other support operations duties.


• Review monthly team performance for enhancement when necessary.


• Respond to customer questions, complaints, and suggestions when escalation is required.


• Conduct team meetings and one on one sessions regularly.


• Generate and escalate any reports to the client (when necessary).


• Ensure that support requests are managed effectively & provide technical integration support to clients.


• Maintain Application and Web Servers Monitoring on the Dynatrace server.


• Provide knowledge transfer to the customer application team and Dynatrace users.


• Work closely with the monitoring team to investigate and troubleshoot application problems.


• Work closely with the application team to enhance and fine-tune the performance based on Dynatrace's recommendation.


• Open a support ticket on Dynatrace One Support for further investigation and resolution of the issues on Dynatrace-managed SW components.


• Recommend improvements to the Dynatrace tool that will require the customers' concerned teams to work closely with the solutions delivery teams to implement and test the new functionalities based on Dynatrace best practices, recommendations, and the purchased Dynatrace licenses

Personal Skills

• Excellent command of English.


• Excellent communication and interpersonal skills, with the ability to effectively communicate technical solutions to non-technical stakeholders.


• Very Good problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.


• Proven ability to manage and motivate a team of technical support engineers.


• Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.


• Ability to work full-time shifts, including nights, weekends, and holidays

Technical Skills

• Experience with software application support, including troubleshooting, issue resolution, and customer communication.


• Good technical skills, including proficiency in or a basic understanding of programming languages, databases, and operating systems.


• Strong experience with support ticketing systems, customer relationship management (CRM) software, and other support tools.


• Basic understanding of how cloud-based software solutions work.


• Good experience with one or more of the following technologies:
  o Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure,
  Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.


• Experience with software development methodologies.

Education

Bachelor's degree in computer science, Information Technology, or a related
field.

Job Details

Job Location
Cairo, Egypt
Company Industry
IT Services
Company Type
Employer (Private Sector)
Job Role
Engineering
Joining Date
‎2023-‎09-‎01
Employment Status
Full time
Employment Type
Employee
Manages Others
Yes
Job Division
VIS
Technical

Preferred Candidate

Career Level
Mid Career
Years of Experience
Min: ‎9 Max: ‎12
Residence Location
Egypt
Nationality
Egypt
Degree
Bachelor's degree