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Director of Technical Support Cod.678

Descrição da vaga:

·       Minimum 12 years’ experience building and leading a growing Technical Support and Operations Center functions.

·       Minimum 8 years’ building high functioning Support and Operations teams, including; recruiting, mentoring and retaining a diverse talent base.

·       Strong innovation mindset, analytical skills, excellent oral, written communication skills and experience effectively communicating project/program mission and objectives in ENGLISH

·       Solid operational discipline to run and improve the day-to-day operations seamlessly with strong focus on metrics, SLA and OKR delivery.

·       Passion for building diverse teams and providing an inclusive environment where employees can show up as their authentic self and do their best work.

·       Expertise managing high severity customer issues/crisis and driving towards successful resolution.

·       Experience in supporting global ecommerce platforms transacting 24/7

·       Focus on monitoring and proactive support

·       Technical background and deep understanding of software development, infrastructure and integrations technologies is a must

 

·       Manage and develop the Technical Teams performance in areas such as:

·       Performance monitoring

·       Personal development planning

·       Key Customer Contract Agreements

·       Adherence to WoW and SLAs

·       Run a motivated, disciplined & well performing Technical Team

·       Defined Personal Development Plans

·       Recognition of good performance, action on poor performance

·       NPS Score Improvement

·       Effective communication of business performance through structured team meeting and personal visibility

·       Recruit and retain the best talent with effective engagement

·       KPI targets delivered Maintain a quality culture operating within a safe working environment & compliant with all current legislation

·       Experience in supporting Application. Lower in Infrastructure.  

 

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·       Educated in Technical field

·       Experience in a customer technical/service environment

·       Experience in people leadership role

·       Experience on Scrum / Agile methodology 

·       Experience in Cloud Infra

·       Support Management Skills 

·       High numeracy and verbal reasoning skills

·       Well-developed IT skill set across all areas of the Microsoft Office Suite

·       Ability to forge strong relationships both internally & externally

·       Effective performer in cross functional multi-disciplined teams

·       Fluency in English

Região: Campinas/SP
Cargo: Director of Technical Support
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