Competency Manager (Customer Support Office)

ABOUT PROJECT

•  10+ years of experience in software support and development
• Experience with business- or mission-critical systems
• Experience of work in/for large corporation with sophisticated IT landscape
• Profound knowledge and practical skills in support, tools, environments and processes
• Development of support team KPIs for performance and efficiency measuring and improving
• Understanding of different development and support methodologies and concepts (Waterfall/Agile/Kanban, ITIL/ITSM, DevOps etc)
• Corporate IT environment analysis and transformation experience
• Good experience in specialized areas of IT such as:
• Network fault finding and diagnostics (routing, VPN, DNS, DHCP, proxy, firewall etc)
• Cloud infrastructure (AWS, Azure, GCP or OpenStack)
• Container orchestration tools (Kubernetes, Mesos, Swarm or similar)
• Databases design and operation (MS SQL, MySQL/Maria DB, PostgreSQL, MongoDB etc)
• CI/CD tools (Teamcity, Jenkins, CircleCI, Hudson)
• Automating Ops tools(Chef, Puppet, Ansible, Yeoman, CloudFormation, Packer or Terraform)
• QC and monitoring systems (Zabbix, Twistlock, SonarQube, Prometheus, cAdvisor, DataDog etc)
• Use (and be a fan of) different AI tools
• Excellent communication skills
• Ability to provide coaching to the staff at an individual, team, and company level
• Excellent interpersonal, presentation, and communication skills
• Highly motivated, disciplined, with an ability to manage competing priorities
• Technical university master’s degree/PhD
• English upper intermediate or higher (desired level – advanced)

RESPONSIBILITIES

• Develop competence strategy, research and collect training materials and knowledge libraries for internal company use.
• Identify expertise directions of the stream based on the company strategy. Plan and facilitate stream expertise development.
• Develop functional areas by engaging leading experts to share an experience.
• Gather and provide actual information on the qualification of stream members.
• Develop and maintain the process of career path development for stream members. Involve experts into this process.
• Provide recommendations or comments when hiring or dismissing employees within the stream.
• Consult on requirements to application and infrastructure support working processes, environment, tools and KPIs.
• Define support project implementation road maps.
• Support the Engagement team in pre-sales providing the expertise, methodology vision, and estimates.
• Develop and maintain the process of interviewing internal and external candidates (including verification of attitude, motivation, behavior etc.).
• Conduct internal staff competency assessment (“matrix”), perform competency analysis and organize lectures, seminars, stream talks, knowledge and experience sharing sessions, and other forms of training.
• Organize and perform internal staff coaching and mentoring programs.
• Take part in organizing external education (for students, employees of regional offices etc.) within the competence area.
• Participate in Performance Reviews of leading domain experts and be responsible for engaging experts to be stream representatives during Performance Review of other steam members.
• Take ownership and responsibility and distribute the tasks among the team to resolve customer requests in accordance with SLAs according to ITIL protocols.
• Be the point of contact when it comes to technical escalations and technical advisory.
• Clearly communicate the project status to the Project managers and provide monthly reports.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Approve technical decisions and communicate with stakeholders. Analyze variants of software requirements implementation; evaluate their time-consumption and workload.
• Work with internal and external L2 and L3 members to diagnose/resolve platform issues and carry out maintenance
• Accountable for:
• Performance of functional roles and instructions of the superior, as well as supervision of the subordinates in terms of their operational duties.
• Performance in accordance with the current administrative, criminal, and civil legislation of Ukraine, the internal labour regulations of the Company, fire safety rules, and information security regulations.