Remote Associate Principal Engineer - Delivery Manager

Summary

Join our dynamic team as we scale! We're looking for a Support Team Manager to lead and mentor a team of Developers and Quality Analysts, ensuring effective technical solutions to customers. If you have excellent communication skills, strong process management, and analytical abilities, this might be the role for you!

Requirements

• Excellent communication skills able to convey issues of all types to a variety of audiences with excellent written and verbal communication skills
• Strong process management, analytical and technical skills
• Excellent judgment and business knowledge with a keen ability to assess people, processes, and products
• Experience working with enterprise incident management systems (i.e., Service Now, ADO, JIRA)
• Experience working with offshore teams who supplement the onshore workforce
• Ability to resolve issues and exhibit strong initiative in a demanding environment
• Experience delivering complex systems integrated systems

Responsibilities

• Manage the Support Technical teams who support our enterprise ecosystem of software
• Develop a Support team of Developers and Quality Analysts with the appropriate experience, knowledge, and skill sets to interact with various client stakeholders
• Lead & mentor and further evolve/mature the Support team
• Ensure that direct reports leverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers
• Manage customer escalations and communication of issue on a regular frequency through the life of the triage
• Ensure all post- root cause analysis is documented, reviewed and shared
• Monitor ticket management to ensure the highest level of quality, delivery, and timeliness