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Hiring for Geo Support Lead in Bengaluru/Bangalore, for Exp. 5 - 8 yrs at Milvik Technology Services (Bangalore Job)

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Job Description:We are looking to expand our support-team with Geo Support Leads. You will be analysing and leading on L1 and L2 support operations, problem solving and delivering strong customer support to our international business teams. In addition, you will play a key role in shaping improvements within our support function to ultimately better serve our customers. Your responsibilities include: * Ensure on-point monitoring of operational, business success metrics (e.g. up-time, payment success rates, partner systems) * Identify and escalate and lead the resolution of issues that are affecting business operations (in accordance to your defined SLAs) * Build automation, introduce tools, real-time operational analytics, and robust processes to improve support function capabilities * Manage a team of 5-10 in-sourced and out-sourced support engineers * Ensure delivery of reports and analytics to stakeholders with a focus on production and support health THE CANDIDATE The Geo Support Lead serves an important role within our team and requires the following background. Desired skills and experience * Very good English written and verbal communication skills * Bachelors degree in Engineering or other analytical discipline from a reputable institution * Very good analytical and problem solving skills * At least 5 years experience supporting internet systems, with co-dependencies on a wide range of geographically diverse partner systems * Experience running a support desk with deep operational analytics and introduction of automation mechanisms * Demonstrated ownership of time-sensitive, business critical activities with extensive stakeholder management * Passion to personally grow, and curiosity to continually learn and shape our international support team * Willingness to align work-hours with required customer needs * Experience of using IT management software and tools (JIRA and Confluence) * Extensive experience in writing SQL queries and very good knowledge on MySQL and MSSQL Server Databases * Excellent in Microsoft Excel - Excel Macros, Pivot and other reporting functions * Moderate knowledge on Java/J2EE and writing windows batch scripts * Splunk knowledge is an added advantage * Microsoft Business Intelligence Reporting is desirable

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Posted on: Monday, 08 May, 2017  08:44
Expires On: Wednesday, 25 September, 2019  18:30

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