About the Responsibilities:
- You will be responsible forsupporting, mentoring, training, and supervising a team of support specialists
- Handle escalations which require immediate attention from management
- Monitor performance of shift and reassign duties as appropriate
- You will assist your direct reports in handling Level 1/Level 2 platform support to teams within the organization, and to external users when required, as well as working with L3 Product Engineering teams for proper handoff of escalations
- You will be responsible for monitoring, acknowledging and escalating issues/alerts from our monitoring systems.
- You will troubleshoot, investigate and resolve/triage issues for all applications supported by the Platform Operations team.
- You will be responsible for providing status updates on all issues and tickets reported to the team.
- You will be responsible in operational maintenance and support of issues for Trax’s FPS and TTSM platforms.
- You will be responsible inmaintaining and updating technical documents and procedures.
About Your Qualifications:
- A graduate of Bachelor's degree in Information Technology, Computer Science, Engineering or any related courses.
- 3+ years experienceas Application Support, Product Support or any similar roles.
- 1+ year experience in a leadership role, managing teams is a PLUS
- Has leadership qualities and someone who sets an example to others
- Exposure to or working experience in an Agile environment.
- Working knowledge of Zabbix or Nagios or other monitoring systems.
- Working knowledge of application and systems logs analysis.
- Working knowledge of either SQL, Postgres and Oracle DBs is a PLUS.
- Experience in B2B integration, data ingestion tools and ELK stack is a PLUS.
- Ability to diagnose & address application issues.
- Ability to learn and master Trax-specific software, systems and processes.
- Great attention to detail and problem-solving skills.
- Ability to work on a flexible schedule.
- Enjoys troubleshooting and solving technical issues
