Head of Technical Service Management (f/m/d) Support 2nd level (24/7)

The Head of Technical Service Management (f/m/d) Support 2nd level (24/7) is responsible for leading and managing a team of skilled operations engineers and technicians in the daily operational management of our Cloud Platform, including providing support and resolution to complex customer issues. This role is critical in ensuring that our customers receive timely and effective support, and that our platform operations are running smoothly and efficiently. The successful candidate will have a strong technical background, excellent leadership and communication skills, and the ability to work in a fast-paced, dynamic environment keeping focus on priority tasks and issues.

Tasks

Leadership and Team Management:

• Lead and manage a multi-disciplined team of Operations engineers and technicians, providing structure, guidance, coaching, and development opportunities to ensure the team is equipped to deliver exceptional Operations.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Develop the Site Reliability Engineering capability, ensuring that time and budget is given to automation and improvement of platforms, systems and processes.

Technical Support and Resolution:

• Oversee the investigation, diagnosis, and resolution of complex customer issues, ensuring that root causes are identified and permanent fixes are implemented.
• Collaborate with other teams, such as engineering and product management, to resolve technical issues and improve product quality ○ Provide direct support for key Customers in the private and public sector.

Daily Operations

• Monitor key platform metrics (uptime, latency and error rates).
• Event Management and escalation to specialized teams where required.
• Technical Incident Management

Process Improvement and Optimization:

• Develop and implement processes and procedures to improve the efficiency and effectiveness of Operations, including the use of automation and tools.
• Identify areas for improvement and implement changes to reduce mean time to resolve (MTTR) and improve customer satisfaction.

Customer Communication and Satisfaction:

• Ensure that customers receive timely and effective communication regarding issue resolution, including regular updates and status reports.
• Collaborate with customer-facing teams in Level 1 and across the wider business to ensure that customer needs are met, and that issues are resolved in a satisfactory manner.

Metrics and Reporting:

• Develop and track key performance indicators (KPIs) to measure the effectiveness of Level 2 operations, including metrics such as MTTR, first call resolution (FCR), and customer satisfaction (CSAT).
• Develop and track KPIs to measure the quality of services, developing a proactive approach to managing customer issues.
• Provide regular reporting and insights to stakeholders, including recommendations for improvement.

Technical Expertise:

• Stay up-to-date with industry trends, technologies, and best practices, and apply this knowledge to improve the efficiency and effectiveness of Operations.
• Provide technical guidance and expertise to the team, including training and development opportunities.

Language: English and German C1+
Location: Berlin
Note: At the end of the application process, candidates must undergo a security check. Your consent will be requested in good time during the process.

Qualifications

Education:

• Bachelor's degree in Computer Science, Engineering, or a related field.

Experience:

• At least 5 years of experience in a technical support or operations role, with a minimum of 2 years in a leadership or management position. Experience in a fast-paced, dynamic environment, with a strong focus on customer satisfaction and issue resolution.

Skills

• Strong technical skills, including experience with Linux, Kubernetes, Public Cloud Services.
• Excellent leadership and communication skills, with the ability to motivate and inspire a team.
• Strong problem-solving and analytical skills, with the ability to think critically and outside the box.
• Experience with IT service management frameworks, such as ITIL.

Certifications:

• ITIL Foundation certification or equivalent.
• Other relevant certifications, such as CompTIA A+ or Cisco CCNA.

Benefits

• Hybrid working model.
• Flexible working hours through trust-based working hours.
• At some locations a subsidized canteen and various free drinks.
• Modern office space with very good transport connections.
• Various employee discounts for activities and products.
• Employee events such as summer and winter parties, as well as workshops.
• Numerous training and development opportunities.
• Various health offers, such as sports and health courses.