Technical Service Lead
5 days ago
Job Summary: We're seeking a highly skilled Technical Service Lead to join our team at Sybrin Systems. The successful candidate will lead a customer-facing team, ensuring production stability, managing relationships with customers, and fostering a culture of continuous learning and technical proficiency within the team.
About Us: Sybrin Systems is a leading provider of high-quality products and secure solutions. We pride ourselves on our commitment to excellence and our ISO 9001:2015 certification for Quality Management and ISO 27001:2013 for Information Security Management.
Key Responsibilities:
- Ensure production systems' stability and optimal performance, guaranteeing SLA compliance through effective team leadership, training, and development.
- Implement proactive support and maintenance initiatives to prevent incidents and escalations, ensuring all changes to production environments conform to Sybrin's best practices.
- Drive operational leadership and management, ensuring adherence to Sybrin processes and procedures in application support, training team members, and holding them accountable for compliance.
- Regularly report on team performance to management and customers, focusing on Production Stability, ongoing problem tickets, incidents, tasks, blockers, and risks monthly.
- Foster a feedback culture, encouraging appreciation, open communication, and a growth mindset among team members.
- Hold team members accountable for their contributions to team and company success by measuring and providing feedback on individual KPIs through regular performance appraisal sessions.
- Cultivate and manage professional and productive relationships between your team and customers by exemplifying effective communication and meeting practices.
- Ensure strict adherence to the high severity process, keeping all relevant stakeholders informed and demonstrating urgency in managing incidents.
- Lead a customer-facing team that directly influences the customer experience with Sybrin, ensuring a positive impact on customer satisfaction ratings.
- Serve as a premier ambassador for Sybrin, embodying the company's principles and values in all interactions.
- Maintain a strong level of business and technical knowledge about the supported systems to provide effective guidance to both customers and team members.
- Demonstrate and uphold a high level of technical ability and programming expertise relevant to the role.
Requirements:
- Strong understanding of MS SQL, PostgreSQL, VS C#, Angular, VB, and scripting
- Proficiency in VISIO (BPMN) and Draw IO
- Effective presentation and documentation skills
- Experience with Microsoft packages (Word, PowerPoint, Excel, Outlook)
- Knowledge of hosting (AWS / SQL High Availability) and Windows Servers
- Leadership and mentoring skills
- Analytical and observational skills
- Reliability, trustworthiness, and accountability
- Innovative and inspiring
- ITIL 4 Concepts and Fundamentals
What We Offer: Sybrin Systems offers a dynamic work environment, opportunities for growth and development, and a chance to work on challenging projects.
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