Diese Stelle ist nicht mehr verfügbar.
Sie können ähnliche Vakanzen anzeigen oder E-Mail Benachrichtigungen für diese mit den unteren Buttons aktivieren

Technical Support Team Manager

Are you an experienced technical leader with experience leading support teams in financial or payment transaction technology environments? A strong problem solver with excellent communications skills in French and English ? Experience improving diverse teams ? If so, Euro London Appointments may have the ideal opportunity for you in a leading payment technologies company !

Our client is currently looking for a talented Level 2 Technical Support Manager to join their team in their Paris office , responsible for the management of the 2nd Line Support team supporting a market leading SaaS Retail Platform providing well-known retailers across France, the UK and Australia with a gateway for transactions.

The L2 Manager will co-ordinate closely with the L1 team and Level 3 specialist teams :( Infrastructure, Platforms, DBA and Network) and R&D teams in order to fulfil Service Level Agreements with clients.

The chosen candidate will have responsibilities including the following :

*Ensuring that customers tickets escalated to L2 are resolved in a timely manner, meeting SLAs with the right level of response.
*Reducing ticketing delays.
*Improving and facilitating the support process and setting-up standard procedures.
*Improving problem resolution times.
*Ensuring that tickets escalated to L3 and R&D are followed up to completion.
*Supervising the Real-time business monitoring tool.
*Ensuring that new services /offers are 'Production Ready'
*Managing Customer Escalations and Communications to Management.
*Owning the SaaS software application ticketing system.
*Ensuring all documentation is completed up to date and acted on.
*Developing the shared 'knowledgebase'
*Providing on a monthly basis the relevant KPIs to management.

Technical Skills /Competencies required

*Software Support background including databases knowledge in a Linux environment.
*Good understanding of technology, SaaS products ( ideally) and services in a commercially oriented environment.
*Understanding of Network technologies and protocols, computing environments including Linux, Postgres, SQL, LAN/WAN, IP/NAT routing etc…
*Knowledge of ITIL processes for IT Service Level Management is a significant advantage.
*Solid skills in problem resolution analysis.
*Knowledge of JIRA and Grafana would be an advantage.

Behavioural/Soft Skills required

*Client and Business focus
*Committed, Self-motivated, determined and enthusiastic individual with a positive 'can-do' attitude.
*Ability to work autonomously within a team environment.
*Strong personality to challenge decisions when required.
*Experience in improving remote and on-site multi-geography teams and developing them with team members with different levels of experience is essential.
*Ability to work under pressure at times with the ability to set and manage priorities.
*Ability to work with internal and external clients in an international workplace and business environment.
*Strong interpersonal skills in working with developers, systems engineers and other technical specialists.
*Advanced or fluent communications skills in English and fluent French.
*Able to translate technical language and concepts to non-technical audiences.
*Attention to detail and quality of work.

Education /qualifications

*Degree in Computer Science, Engineering, Software Engineering or similar
*Long-term experience in IT Operations Management functions
*Experience highly advantageous in Electronic Payments or Telco environments
*Knowledge of ITIL processes
*Fluent French , Advanced or Fluent English required. Spanish beneficial.
*Experience in working with Senior Management
*Experience in managing client expectations and communicating with executive level clients.

As a progressive company with an open , diverse and multicultural working culture our client can offer an inclusive working environment which offers excellent career progression prospects into other divisions and functions within an environment where great employees and cutting-edge technology are at the heart of the company's mission.

Berater

image

Oliver Astington

Team: IT & Technical

I specialise in: International & Multilingual IT and Technical Recruitment across the UK and Western Europe

Languages: English, French & Spanish (also learning Italian)

I’ve been at Euro London since: 2010

About me: I have evolved with Euro London from consultant to senior and principal consultant since December 2010. I completed my Bachelors Degree in Modern European Studies and Masters Degree in Modern Language studies at the University of Nottingham with studies in France and Spain from 2005-2010 and have subsequently used my passion for Europe, European languages and international business to develop long-standing relationships with international businesses and candidates as well as investment in helping international candidates find job opportunities that will help them grow their careers. Outside work I regularly travel throughout Europe and beyond, enjoy outdoor sports and  reading about  Modern European history and politics. 

Fun fact: I have lived in 4 European countries , UK, France, Spain, Belgium.

More

This job has now been filled but you may be interested in:

 
  • Our client, a rapidly expanding US SaaS company is looking for a talented training / implementation specialist to join their expanding team in central Paris. You will be responsible  for the overall delivery of their subscription based solution to accountants. This role would suit candidates who have experience as an accountant but are now looking to transition into a training / accounting solution implementation role.  Responsibilities Managing the seamless on boarding of Partner Accountant new and existing clients onto the SaaS solution. Creating and delivering high impact training material to Partner Accountants. Supporting the Business Development Manager by providing consultative support to the Partner Accountants. Validate Salesforce account order and BDM submission. Liaison between internal sales team and external customer Create on boarding plan and communicate to relevant stakeholders and execute to timelines. Manage complex migrations and communicate internally & externally of progress against target. Work across multiple internal and external customers and raise any issues immediately. Report on compliance of internal sales team and adherence to process Assume ‘post sale’ responsibility for account set up and confirmation of units sold Identification of sales or growth opportunities and communication to Leadership team Learn and utilizes specific software tools and problem solving strategies to solve for customer issues, develops and prioritizes recommendations for product and process improvements Apply systems and process thinking to design solutions to identified customer problems / opportunities   Profile required Previous experience in a training / project management / implementation role, ideally with accounting knowledge Strong problem-solving and analytical orientation with the ability to identify root cause of issues, develop recommendations and influence others.  Demonstrated technical aptitude and skills Strong business and financial acumen  Demonstrated project management skills for planning/driving tasks across organizations Excellent written and verbal communication skills; ability to communicate technical and other findings across organizational levels Customer-focused, with a passion for delivering the best possible customer experience   Salary: 35-45K€ basic (50-57K€ OTE)   Please send your CV to m.collins@eurolondon.fr   Please note that only shortlisted candidates will be contacted. Candidates must have valid working papers for France.  

  • Our client is a leading global player in the field of multi-vendor e-commerce platform solutions. Their innovative solution enables B2B and B2C companies to launch their Marketplace platform of products and / or services in just a few months and is expanding across Europe. As an Implementation Consultant, you will be in charge of the integration/implementation of the Platform with its associated Project Management for the customers' website or application, up until the launch of the Marketplace. Customers are typically major accounts (CAC 40 etc). Your expertise will be used to support the client and its technical partners' team (Internal team, Integrator team, third-party solution, etc.) in the deployment of the solution, technical assistance and user training. In this context, you will set up a project methodology according to the clients specificities. You will work closely with the Account Managers, the Technical and the Support teams, supervised by the head of the Implementation Manager team: - Analysis of the existing Customer's technical solution (architecture, features, etc.) - Definition of the Technical scope - Support and assistance, demonstration and integrators training (IT services company, integrator, technical customer team) and operational users - Planning and prioritization of integration activities - Coordination of different internal and external stakeholders - Writing specifications and documentation on specific features - Reporting to the Project Director Required Skills - Strong Software Implementation experience and at least initial experience/foundations in Project Management, with focus on budget and planning management, ideally within an e-commerce environment OR Strong SaaS/Software Implementation experience. - Good knowledge of web technologies and programming languages (HTML, JS, JSON, API Rest) - Good knowledge of SaaS, Jira, and other project management tools - Bilingual or nearly bilingual in French / English. Client currently in 20 countries across Europe and globally. - Ability to solve complex problems - Be proactive / Demonstrate leadership - Excellent level of oral communication and enjoy teamwork - Excellent sense of organization Why work for the company? Hyper-growth 'start-up' feel company with the backing of a major international Software Editor. Company awarded many times for its innovation Advanced technologies, strong technical expertise Great prospects for evolution Company deploying internationally Real atmosphere and corporate culture A great human adventure!

  • Our client, a well-reputed international organisation, is looking for a Senior Finance Business Partner, based in Fontainebleau. You will work in a truly multi-cultural capacity so an excellent command of English is imperative for the role. The Senior Finance Business Partner contributes to a strong Financial Planning and Analysis function that provides the leadership team with powerful data driven support and analysis for strategic decision-making and effective use of resources. The role is a finance partner for a key business area that has significant impact in terms of revenue generation and expenses scope. The role requires a good understanding of the business environment, structure and process-orientation as well as effective internal stakeholder management skills. Experience in budgeting, financial planning & analysis is required. The position holder is part of the central administration team and reports to the Director of Financial Planning & Analysis. The main activities and responsibilities in this role include budgeting & financial planning, financial analysis & management reporting and control & compliance.   Profile required: Previous experience as a Finance BP Significant experience in budgeting, financial planning & analysis Master degree in Accounting, Finance, or Economics preferred Experience in an international environment with cultural differences Knowledge in Business Intelligence & Financial Planning software and databases Knowledge of accounting standards and procedures, laws, rules and compliance Ability to manipulate large amounts of data and to compile detailed reports Ability to interact with senior internal and external stakeholders of various backgrounds Ability to build & leverage internal networks Fluency in both written and spoken English and French (English is more important than French) Salary: 60-70K€ Please send your CV to m.collins@eurolondon.fr Please note that only shortlisted candidates will be contacted.

  • Our client, a global software solutions company, is recruiting a Development Manager for their French office in Marne la Vallée. You will report to the GM, France and will lead a team of 12 Developers. You will focus on modernising work practices, transitioning from traditional C and C++ applications to building effective agile methodologies and building automated testing suits. You should be comfortable working with short deployment processes.   You will be responsible for: Team performance Creating plans for converting the product backlog into working software Being a successful scrum master Setting and hitting sprint goals Fostering a culture of unit testing, quality Driving discipline required to achieve and sustain Continuous Delivery   Core tasks and activities: Team leadership Create a culture of trust and respect within the team Promoting transparency of the development process Team expectation setting Mentoring and coaching for technical excellence Growth and expansion of skills within the team Personal development of team members Project planning and delivery Facilitating daily scrum, sprint planning, sprint demo and retrospective meetings Sprint planning Facilitating user story estimation Progress tracking Tracking and removing team impediments Delivery of technical solutions Foster a culture of unit testing Innovative and sound solution design Code quality Code reviews Supporting and championing agreed development processes, tools and techniques     Profile required Skills   Experience in managing and motivating teams to achieve goals and deadlines Experience working with C and C++ applications Understanding of agile methodology and frameworks Knowledge of scrum work processes Experience and good grasp of all aspects of the SDLC (Software Development Life Cycle) Experience with .NET or Java-based web applications (full-stack, or back-end, or front-end)   Qualifications and Attributes Education - Degree in Computer Science or related qualification Experience - 6+ years hands-on experience as a senior developer and team leader   Salary: 75K€ + 10% bonus Please send your CV to m.collins@eurolondon.fr Please note that only shortlisted candidates will be contacted.