N-iX warmly welcomes an experienced Support Lead/Coordinator to join our forceful complex support project! Our team seeks to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow.
Responsibilities:
Manage a support team of 11 people from different vendors
Use your understanding of support activities in a global team
Use your technical skills to estimate the work efforts of each action item
Balance the workload in the team in areas like structuring pipeline monitoring, issue resolution, small change implementation, recurrent tasks, or any other action item
Identify root causes as plausible, and be able to define follow-up actions to remediation steps to get it implemented successfully
Ensure committed timelines and SLAs by backlog management (Issues, Demands, Actions items) and follow-ups are being done
Follow-up frequently with the team on open critical issues and escalations to bring it to closure. Ensure that detailed status updates are provided frequently as long those tickets have not been closed
Set up and communicate the work shift plan, divide the responsibility of build monitoring (and issue investigation), and of reviewing incoming critical incidents or urgent emails in a shared email inbox
Implement and document processes as aligned
Follow-up on documentation to be created, ensure, the team is building a valuable knowledge base. Also, ensure knowledge transfer within the team
Plan and follow up onboarding activities of new team members
Lead the issue triaging meeting on a daily base
Come up with workflow improvement suggestions
Ensure ad-hoc communications like “Issue notifications” are being done in the defined detail level and format
Lead our Support office hours to give updates about open issues etc. to our end users
Manage the handover of critical activities while the team is sick/on vacation
Manage the backup rules
Ensure that the team is following compliance policies and ensures appropriate security for data access
Requirements:
2+ years of hands-on experience in leading support projects
Excellent interpersonal and communication skills
Technical background is desirable
Excellent skills and knowledge in the process setup and improvements
Experience in successfully leading teams and proven ability in team management
Strong experience in stakeholder and risk management
Solid organizational skills including attention to detail and multitasking skills
Upper-intermediate English written and verbal communication skills
We offer:
Flexible working format - remote, office-based or flexible
A competitive salary and good compensation package
Flexible and personalized career growth
Professional development tools (mentorship program, tech talks and training, centers of excellence, and more)
Active tech communities with regular knowledge sharing
Ukraine
