Manages team resources efficiently in line with business needs and client demand.
Meets agreed services levels by leading a team of technical support analysts in the provision of high level technical support to clients.
Understands the complexity of escalated technical problems in order to properly allocate resources.
Implements solutions in the most cost effective manner.
Develops and coordinates the team rosters to ensure the availability of requisite resources and ensures that employee productivity is enhanced
Ensures the dispersal of pertinent information to Technical Support staff regarding products, services and clients.
Identifies training needs within the team and ensures individual development improves team and individual performance.
Manages clients expectations and escalates critical situations to management
Monitors and maintains technical support policies and procedures.
Facilitates higher morale and productivity within the technical support team Ensures accuracy and quality of work and encouraging innovative action

7+ Years of experience in technical application support or technical implementations.
Bachelor’s degree in Computer Science or equivalent education in a related discipline.
Proven experience RDBMS administration specially Microsoft SQL Server, including log analysis and query handling.
Troubleshooting performance issues in application, database , network and OS layers.
Having a programmer's mindset, java knowledge is a plus.
Worked on different operating systems (Windows, Linux .. etc).
Application server knowledge and troubleshooting, WebSphere knowledge is a plus.
Ability to troubleshoot and analyze networked environments.
Experience in clustering and/or replication is a plus.

Senior Staff TechOps and Support Engineer

Key skills