Description
We are seeking a 2nd Line Team Lead Engineer to provide task management of 2nd Line JUNO Engineers, ensuring their output aligns with business, customer, and user requirements.
The successful candidate will be responsible for:
- Managing JUNO second-line technical support, acting as a focal point for internal and external stakeholders
- Allocating workforce and resources to triage, diagnose, resolve, or escalate requests, issues, and problems
- Monitoring SD+ to ensure JUNO tickets are allocated, prioritized, and completed within applicable SLAs
- Mentoring, coaching, and guiding 2nd Line engineers in their career development
- Maintaining and growing trust and confidence with customers and stakeholders
- Providing technical experience and knowledge to the JUNO Team to find solutions to complex technical problems
- Carrying out escalation of incidents that cannot be fixed by Level 2 engineers
- Liaising with customer section heads and leads to understand current issues and prioritize tasks
The role also involves assigning and leading projects, organizing and planning current and future tasks, and providing early life support for new systems and technologies.
Benefits:
- Contributory Pension Scheme
- Private Medical Insurance
- 33 days Annual Leave (including public and privilege holidays)
- Access to Flexible benefits (including life assurance, health schemes, gym memberships, and a cycle to work scheme)
- Flexi-Time