Platform Support Team Lead

Trax Technologies


Date: 2 weeks ago
City: Cebu City
Contract type: Full time
About the Responsibilities:

  • You will be responsible for supporting, mentoring, training, and supervising a team of support specialists
  • Handle escalations which require immediate attention from management
  • Monitor performance of shift and reassign duties as appropriate
  • You will assist your direct reports in handling Level 1/Level 2 platform support to teams within the organization, and to external users when required, as well as working with L3 Product Engineering teams for proper handoff of escalations
  • You will be responsible for monitoring, acknowledging and escalating issues/alerts from our monitoring systems.
  • You will troubleshoot, investigate and resolve/triage issues for all applications supported by the Platform Operations team.
  • You will be responsible for providing status updates on all issues and tickets reported to the team.
  • You will be responsible in operational maintenance and support of issues for Trax’s FPS and TTSM platforms.
  • You will be responsible in maintaining and updating technical documents and procedures.


About Your Qualifications:

  • A graduate of Bachelor's degree in Information Technology, Computer Science, Engineering or any related courses.
  • 3+ years experience as Application Support, Product Support or any similar roles.
  • 1+ year experience in a leadership role, managing teams is a PLUS
  • Has leadership qualities and someone who sets an example to others
  • Exposure to or working experience in an Agile environment.
  • Working knowledge of Zabbix or Nagios or other monitoring systems.
  • Working knowledge of application and systems logs analysis.
  • Working knowledge of either SQL, Postgres and Oracle DBs is a PLUS.
  • Experience in B2B integration, data ingestion tools and ELK stack is a PLUS.
  • Ability to diagnose & address application issues.
  • Ability to learn and master Trax-specific software, systems and processes.
  • Great attention to detail and problem-solving skills.
  • Ability to work on a flexible schedule.
  • Enjoys troubleshooting and solving technical issues

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