|Job Ref:||204740014||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||City:||Manchester||Address:||Salary:||£0.00 - £50000/annum Comprehensive benefits||Post Date:||06/10/2016 03:31|
Our client is a global leader in data migration and looking for a Technical Support & Migration Team NA will be based in our clients Manchester Office working directly with the Support andMigrations Teams conducting client. Managing across Edinburgh andManchester offices and where required travel to site for client and NA RoleThe Support and Migrations Team Manager will be working with a young dynamic team ofengineers (from 8 to 15 staff) who specialise in providing high-quality support and adviceto our clients across the globe. Ranging from 60,000 user migrations with terabytes ofcritical data to small business growing fast who need to be cloud-enabled now andsupported through their early months and NA client is expanding fast and the successful candidate will be responsible for establishing aglobal support model for APAC, US and EMEA within the next few months. In additionreviewing and enhancing the support contracts, Service Levels and underlying data andanalytics to evidence compliance with contracts to our clients. Familiar with Service Desksystem and ITIL type process development and management to deliver a world classsupport service using web portal, email, chat, and telephone NA as a point of escalation for customers, on both Migrations and Technical NA ideal candidate will be able to operate on their own, setting creating an improvementplan for the Team based on the service today and vision for the future. Confident andcapable of executing the plan and completing against set milestones and budget.5 years of experience establishing and supporting a Technical Support Team with globalclients and shift patterns combined with contractual and SLA knowledge and NA motivated and proactive, with proven leadership skills and an ability to thrive in afast-paced NA Candidate will have experience, and where required qualifications in thefollowing areas:Developing and establishing Service Level Agreements (SLAs)MS Azure, Amazon Web Services(AWS), Google Cloud Platform (GCP)ITIL Service Management (including but not limited to Incident, Problem, Service Level,Change, Release)Establishing, monitoring and reporting on Customer KPIsService Desk system performance reportsClient experience via face to face and video meetingsDeveloping staff, 1:1, appraisalsManaging staff across multiple office locationsProject methodologies|
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