Role Purpose:

The System Support Engineering Lead is pivotal in maintaining operational excellence, ensuring system reliability, and providing outstanding support to our global clientele. This role entails leading a dedicated team of support specialists, proactively managing system health, responding swiftly to customer inquiries, and driving continuous improvement initiatives.

Key Responsibilities:

• Lead and empower a team of system support specialists, fostering a culture of excellence, innovation, and customer centricity.
• Act as the first escalation point, ensuring swift resolution of complex issues while maintaining high service levels.
• Utilize technical/coding skills to diagnose problems, automate routine tasks, and contribute to the development of system enhancements and integrations.
• Spearhead the maintenance and enhancement of our technical knowledge base, ensuring it is up-to-date and provides valuable resources for both customers and internal teams.
• Collaborate with cross-functional teams to implement system improvements and integrations, enhancing overall service delivery.
• Oversee the management of our technical infrastructure, IT service management, identity management and incident management tools, ensuring robustness and scalability.
• Champion the development and implementation of policies and procedures to improve team efficiency, knowledge sharing, and customer satisfaction.
• Foster a culture of proactive problem identification and resolution, encouraging the team to think creatively about how to overcome challenges and improve system performance.

Additional Responsibilities:

• Lead customer onboarding processes, ensuring a seamless integration experience.
• Foster strong cross-departmental collaboration to support continuous improvement and innovation.
• Actively manage customer relationships, ensuring high levels of satisfaction and engagement.

Requirements

Qualifications:

• Bachelor’s Degree in Computer Science or related field.
• A minimum of 5 years of experience with at least 2 in a leadership role within the financial services or payments industry,
• Knowledge of Linux Operating Systems
• Familiarity with SQL, C#(.Net, .Net Core), and similar technologies preferred
• Demonstrate a profound understanding of technical and customer support dynamics.

Skills and Competencies:

• Exceptional leadership and team management skills, with a proven ability to mentor, inspire, and elevate team performance.
• Advanced technical proficiency in cloud services, service desk, incident management tools, and software development practices.
• Strong analytical and problem-solving skills, capable of conducting thorough root cause analyses and implementing strategic solutions.
• Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
• Demonstrated ability to work effectively in a fast-paced, innovative environment, managing multiple priorities with a sense of urgency and detail.

Performance Evaluation KPIs:

• System uptime and reliability.
• Incident response and resolution metrics.
• Customer satisfaction scores and feedback.
• Effectiveness of knowledge base updates and usage.
• Success rate of change management and system improvements.
• Team performance and individual development milestones.