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Haymarket

    Support Engineering And Incident Manager - Haymarket, Australia - Karbon Inc

    Karbon Inc
    Karbon Inc Haymarket, Australia

    3 days ago

    Default job background
    Full time
    Description

    We are seeking a Support Engineering and Incident Manager to lead our technical help desk, manage global support teams, and oversee incident resolution.

    Your role will involve balancing immediate technical troubleshooting with long-term solutions, fostering a productive team environment, and ensuring continuous service improvement.

    Ideal candidates will excel in dynamic settings, prioritize effectively, and champion a culture of excellence and inclusivity.

    About this roleLeading a team of global Support Engineers, some of your main responsibilities will include:

    Leadership and Oversight:
    Spearhead our support engineering help desk, providing unwavering support to the Customer Team and operational agents, enabling them to resolve customer issues with precision and care

    Global Team Management:
    Direct a worldwide team of support engineers, utilizing a follow-the-sun model to ensure uninterrupted service and support around the clock

    Incident Management Excellence:
    Take charge of production incidents with adept escalation, war-room leadership for swift resolution, and the facilitation of insightful postmortems

    Software Release Coordination:
    Lead the software release train, ensuring smooth and efficient rollouts that align with our operational goals and customer expectations

    Agile Practices:
    Facilitate team ceremonies and efficiently manage backlogs, embodying agile principles to enhance team performance and product delivery

    Priority Management:
    Masterfully manage priorities, finding the perfect equilibrium between addressing immediate issues and tackling the root causes to prevent future occurrences

    Culture and Improvement:


    Cultivate a healthy, safe, and inclusive team environment that not only allows our team to thrive but also fosters continuous improvement and growth.

    About YouCandidates with the following characteristics and experience are encouraged to apply:

    Worked previously in a Support Manager/Helpdesk Manager positionKnowledge and understanding of Agile methodology practices and concepts based on ScrumProactive in nurturing a team's professional developmentA good technical understanding and experience with SQLTeam player with excellent communication skills and a proactive approach to problem-solvingAbility to manage and lead a global team dealing with queues of varying ticketsCare about the outcome for customers and have a genuine interest in ensuring successful customer outcomesProficient at navigating and optimizing ticketing systems such as Intercom, Zendesk, or SalesforceExperience managing simultaneous projects.

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