Support Team Technical Lead

Company Description

Version 1 is a Technology Services company, delivering impactful change to help our customers navigate the rapidly changing digital-first world. We have recently hired our 3000th employee, doubling in size since 2020. We plan to triple in size in the next 5 years. We are 12 years a Best Workplace in Ireland (GPTW 1st place), 5 in the UK (GPTW 5th place) and 1 in India (GPTW 1st place).

We work hard to ensure we understand what our customers need from their technology solutions and then we deliver. We are an award-winning company who provide world class customer service; we think big, and we hire great people.

We believe in continuously improving to make a real difference to the careers and work environment of our people. Being a Great Place to Work involves listening to our people and ensuring they are Trusted and Empowered. We are an open and transparent workplace. We have open-door management and balanced policies. Constructive feedback is encouraged and welcomed at all levels.

• No 1 Best place to work in Ireland #GPTW2023 !!
• 5th Best Large Workplace in the UK #GPTW2023!!
• No 1 Best place to work in India #GPTW2023 !!
• 10th place in Glassdoor Top 50 UK companies
• UK & Ireland’s premier Oracle, Microsoft & AWS partner
• Market leader in Oracle ERP and Cloud Applications
• Consulting, implementation and support services
• 3000 strong,€255m/ £220m revenue business

We are an award-winning company who provide world class customer service; we think big and we hire great people. Version 1 are more than just another IT services company - we are leaders in implementing and supporting Oracle, Microsoft and AWS technologies.

We do this while maintaining our focus with core values of Honesty and Integrity, Personal Commitment, No Ego, Customer First, Excellence and Drive.

Invest in us and we’ll invest in you; if you are driven, committed and up for a challenge, we want to meet you.

Job Description

Support Team Technical Lead – Job Specification

Working closely with the Service Delivery Manager, the Support Team Technical Lead will:

• Co-ordinate the team and carry out the activities and processes required to deliver and manage services at the agreed levels.
• Liaise with other Managed Service Providers and Service Delivery to ensure day-to-day activities are monitored for performance, and those metrics are regularly assessed (e.g., Infrastructure, SQL Server Databases - Kyndryl).
• Perform regular reviews of the technology that is used to deliver and support services.
• Lead the team in Event Management, i.e., detecting key changes of states, making sense of them, and determining the appropriate control action is taken.
• Ensure that the team assess and respond to alerts, when necessary, especially when thresholds are reached, or failures have occurred.
• Make recommendations on the automation of routine operations management activities.
• Lead the team in the prioritisation of open incidents, taking urgency and number of users impacted into consideration.
• Ensure that records kept on incidents contain enough relevant information to help with analysis after the fact, either with regards to trends or problem records.
• Perform regular reviews of the team's response to incidents to identify improvements, either in the team's response or to the service itself.
• Work closely with the team to improve their Technical Runbooks for the different services.
• Help identify any additional service or training requirements.
• Act as main point of contact when responding to Major Incidents. It is important that the significance of the impact to the organisation is understood clearly, and the level of response set accordingly.
• Report clearly on any service level metrics, and account for any incident backlog.
• Lead the team, in co-operation with developers etc., in diagnosing the root cause of significant or regular incidents to determine a resolution to those problems, and act as a stakeholder to ensure that any enduring fix is implemented.
• Maintain information about open problems and any appropriate workarounds or resolutions.
• Ensure that all processes and policies relating to granting access to services are followed and that appropriate approval trails exist.

Qualifications

• Be able to provide accurate configuration information to enable people to make decisions at the right time, e.g, when liaising with Critical Incident Management Team to troubleshoot major issues.
• Minimise the number of quality and compliance issues caused by improper configuration of services and assets.
• Help op