Direct message the job poster from orion innovation
the second level support cell supervisor is responsible for coordinating the daily operations of the support cell, ensuring effective resolution of incidents and maintaining high levels of service for customers. This position requires leadership skills, the ability to make quick decisions, and interpersonal skills to communicate effectively with the team and clients.
responsibilities:
* coordinate work shifts to guarantee 7/24 coverage of the support team.
* supervise and support the team during incident resolution, providing technical guidance when necessary.
* monitor key performance indicators (kpis) to ensure service objectives are met.
* manage communication with customers and stakeholders during critical incidents.
* collaborate with other support teams and departments to resolve complex issues.
* maintain up-to-date documentation on troubleshooting procedures and best practices.
* conduct performance evaluations and provide regular feedback to the team.
* participate in the hiring and training of new team members.
requirements:
* previous experience in a similar supervisory role in a technical support environment.
* strong english communication skills, both verbal and written, to interact with global clients and teams.
* preferred knowledge of incident management tools such as jira for efficient tracking and resolution.
* familiarity with the airline industry and understanding of the specific challenges they face.
* ability to work under pressure and make quick decisions in crisis situations.
* demonstrated leadership skills, with the ability to motivate and guide the team towards established objectives.
* excellent problem-solving skills and attention to detail.
education and certifications:
* bachelor's degree in information technology, computer engineering, or related field (preferred).
* relevant it service management certifications (e.g. Itil) are an advantage.
seniority level
mid-senior level
employment type
full-time
job function
it services and it consulting
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