Team Lead – Application Management Retailer (m/f/d)

YOUR RESPONSIBILITIES

• You lead a team of 6-10 members with different cultural and educational backgrounds and are responsible for recruiting, career development and continuous feedback
• You enable Tradebyte’s Application Management Team for Retailer Business to effectively manage 2nd level support for incoming incidents and problems
• You work with the wider operations, product and commercial organisation to establish sustainable processes for problem and incident management according to standard frameworks (ITIL)
• You set up and maintain an effective and scalable team that provides 2nd level support, monitoring and alerting, out of hours support and internal training
• You create and maintain organisational processes, structures and tools that facilitate effective workflows and key operational metrics which you report
• You support the team with major incident cases
• You act as an ally to the business and product units by constantly collecting and aggregating feedback about recurring customer issue

WHAT WE'RE LOOKING FOR

• You have previously led a technical or customer support team 
• You bring relevant work experience in application management, software operations and customer care, preferably in 2nd level technical support. Experience with 1st level customer-facing support processes is a plus
• You are process driven and take ownership for driving continuous improvement
• You are experienced in designing, operating, and continuously improving application management and support processes (SaaS software, enterprise IT or other)
• You are familiar with key operational metrics and actively use them to manage your team
• You have a broad technical understanding of software systems and technologies (MySQL, XML/XSD, CSV, APIs, file systems and transfer mechanisms)
• Your empathy allows you to understand and consider the motivation and context of team members’ and stakeholders’ actions
• You act cool-headed in difficult or stressful situations, communicate to the point and get internal and external stakeholders aligned quickly

EMPLOYEE BENEFITS YOU’LL LOVE