We are searching for a hands-on Team Lead to join our Customer Support Organisation. As the Team Lead, you will oversee the company’s Problem Support team and all customers they support, analyse problem tickets, identify problems trending in customer environments, and develop priority schedules based on business impact. You should be able to work with your team and inspire them to reach their goals.
To be successful as a Team Lead, you should always be expanding your Fenergo knowledge and be able to quickly identify opportunities and challenges. Outstanding Team Leads are accountable, trustworthy, and able to build lasting relationships with their teams.
Requirements
- Minimum 7 years in Support Teams
- Minimum 3 years technical team lead experience or a similar leadership role
- Experience of development or L2/L3 support amp; maintenance of web applications based on .NET 4.5 technology
- Knowledge of JavaScript, JQuery, HTML, CSS, C# 2.0, ASP.NET 4.5, XML is a plus
- Experience in administration and troubleshooting with MsSQL and IIS.
- Technical expertise in the field of operating systems and networks will be an advantage
- Knowledge of ITIL and incident management
- Experience working in the financial services industry so the candidate is familiar with their processes and security constraints
- Demonstrate customer focus and empathy, and ability to maintain self-control and objectivity while defusing stressful customer situations
- High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLA's
- Experience managing major or critical support incidents, more than one simultaneously
- Ability to identify trending of common problems experienced by more than one customer, and develop plans to remediate
- Strong leadership and organizational abilities, including working with regional colleagues to provide a global 24x7 support operation
- Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
- Experience in attracting and developing support team members, including management of professional development and training plans
Benefits
- Flexible/hybrid working environment
- Opportunity to work with clients and colleagues on a global scale
- Opportunity to drive transformational change and continuous improvement within Fenergo global support
- Buddy system for all new starters
- Extensive training programmes, classroom and online, through ‘Fenergo University’
- Opportunity to work on a cutting-edge fintech product, using the latest tools and technologies
- Defined training and role tracking to allow you to see and assess your own career development and progress