Lead - Cloud Application Support Specialist
Ingenico is the global leader in payments acceptance solutions, with more than three decades of experience. Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide.
As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers, our world-class terminals, solutions and services enable the global ecosystem of payments acceptance.
Our team comprises 4,000+ people spread around the globe representing 60 different nationalities. We are proud of the diversity and professionalism of our employees. Whether they work in technical or business support functions, we believe in making the company and people successful, together.
Learn more about Ingenico at https://ingenico.com.
Profile Scope: Lead cloud application support engineer, will be manage a range of technical and managerial tasks to ensure the smooth operation and support of cloud-based applications. Your role involves overseeing a team of support engineers and collaborating with other departments to deliver efficient and effective support services.
Overall, as a lead cloud application support engineer your role is to provide effective technical support, lead the support team, and collaborate with other stakeholders to ensure the reliability, performance, and security of cloud-based applications.
Your day-to-day responsibilities may include:
- Managing a Support Team: You are responsible for leading and mentoring a team of cloud application support engineers. This involves assigning tasks, providing guidance, conducting performance reviews, and promoting a positive work environment.
- Service Level Agreement (SLA) Compliance: Ensuring that the support team meets the SLAs defined for response and resolution times is crucial. You need to continuously monitor metrics and implement improvements to maintain or exceed these SLAs.
- Incident Management: You and your team will be responsible for promptly responding to and resolving incidents related to cloud-based applications. This includes identifying and addressing issues, determining the root cause of problems, and implementing appropriate solutions.
- Customer Communication: As the lead, you will be the primary point of contact for high-priority or escalated support tickets. You will also interact with customers to keep them informed about the status of their issues and manage their expectations.
- Emergency Response: Being available for on-call support and participating in incident response during critical situations or emergencies.
- Continuous Improvement: You must continuously evaluate and optimize the support process, workflows, and tools to enhance the overall efficiency and effectiveness of the support team.
- Documentation and Knowledge Sharing: Maintaining a comprehensive knowledge base, documenting troubleshooting steps and resolutions, and promoting knowledge sharing within the team are essential for smooth operations.
- Change Management: Overseeing and coordinating the deployment of application updates and changes to the production environment while minimizing the risk of disruptions.
- Performance Monitoring and Capacity Planning: Monitoring the performance and scalability of cloud applications and planning for future capacity requirements to ensure the applications can handle growing demands.
- Security and Compliance: Ensuring that the cloud applications are compliant with relevant security standards and maintaining a secure environment for sensitive data.
Skills we’d like:
- Cloud Computing Expertise: knowledge of cloud platforms like AWS, Azure, Google Cloud, or others. Understanding of cloud services, architectures, and deployment models.
- Application Troubleshooting: Proficiency in diagnosing and resolving complex issues related to cloud-based applications, including identifying root causes.
- Technical Knowledge: A strong foundation in various programming languages, databases, networking, and operating systems to understand application architectures and effectively communicate with development and DevOps teams.
- Leadership and Management: Ability to lead and mentor a team, delegate tasks, set clear goals, and provide feedback and support to team members.
- Customer Focus: A customer-centric approach to support, ensuring timely and effective communication with clients, managing expectations, and providing exceptional service.
- Incident Management: Experience in managing incidents through their lifecycle, from identification to resolution, and implementing incident management best practices.
- Change Management: Knowledge of change management processes and experience in coordinating application updates and changes in a production environment.
- Documentation: Ability to maintain comprehensive documentation, including knowledge base articles and standard operating procedures.
- Monitoring and Performance Management: Proficiency in using monitoring tools to track application performance and ensure scalability and optimal utilization of cloud resources.
- Time Management: Effective time management & prioritization skills to handle multiple tasks / meet SLAs.
- Continuous Improvement Mindset: A willingness to stay updated with industry trends and technology advancements and a commitment to driving continuous improvements in the support process.
- SQL: Proficiency in SQL (Structured Query Language) is essential, as many cloud applications rely on relational databases like MySQL, PostgreSQL, or Microsoft SQL Server
- Python: Widely used for scripting, automation, and working with cloud APIs and SDKs.
- Java: Many enterprise-level cloud applications are built on Java, making it an important language to know for supporting these applications.
- Shell Scripting: Knowledge of shell scripting (e.g., Bash) is valuable for automating tasks and managing cloud resources via the command line.
Other important skills:
- Strong adaptability and flexibility
- Keen to work in an Agile/SAFE environment.
- Strong team spirit, supportive of others’ contributions.
More Reasons to join us:
In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits.
What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization.
At Ingenico our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.
Our success comes from strong skills, new insights, diverse points of view and the energy of all women and men from Ingenico. Not only do they represent the Heart and Face of our company, they are also key players in our success.
You will work for a company that does everything possible to help you develop your potential and grow professionally (through personal development programs and training).
Ingenico is proud to be an equal opportunity employer. We do not discriminate on the basis of religion, color, ancestry, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity, gender expression, age, disability status or other legally applicable protected characteristics