PLATINIUM GROUP provides organisers of major events (sports, festivals, etc.) with a Global Ticketing Solution adapted to their needs, allowing optimised management of attendance and associated revenues.
We offer the opportunity to each employee to find their career path within our organisation. We try to give everyone the chance to become an expert in her / his field or change positions if she / he wishes to.
Join us and be part of a forward-thinking organisation where your expertise contributes to shaping the future of ticketing, supported by a culture of innovation and excellence.
Job overview
We are looking for an experienced IT Support and Incident Manager to oversee our IT support operations and ensure that our technical support services are delivered efficiently and effectively. As the IT Support and Incident Manager, you will be responsible for managing a team of IT Support Specialists, analyzing, prioritizing, and coordinating technical issues by assigning them to the appropriate teams and ensuring effective follow-up.
The IT Support and Incident Manager plays a critical role in maintaining the performance and reliability of our IT systems by leading a team dedicated to providing top-notch support to our employees and clients. This position requires a balance of technical expertise, leadership, and excellent customer service skills. The ideal candidate will be proactive in identifying potential issues and improvements, ensuring that the IT Support and Incident team operates smoothly and efficiently.
Reporting to the Head of Engineering, he will have the responsibility of managing the IT Support team members and be the warrant of our SLAs.
- Team leadership: lead, mentor, and manage a team of IT Support Specialists, providing guidance and support in troubleshooting and resolving issues
- Issue management: oversee the prioritization, investigations and appropriate assignment / escalation of support tickets, ensuring timely and effective problem resolution
- Incident management: coordinate the management and resolution of any incident with the Head of Engineering, Infrastructure Manager and Engineering Team Leaders in order to ensure timely resolution and appropriate communication to key stakeholders
- Process improvement: continuously evaluate and improve IT support and incident processes, implementing best practices and optimizing workflows to enhance efficiency
- Support to Level 3 experts: provide hands-on support for complex issues, assisting the team with diagnostics, issue reproduction, troubleshooting, and resolving critical incidents/issues
- User assistance: assist end-users with technical issues, configurations, and setups, ensuring a positive user experience and high levels of satisfaction
- Communication: maintain clear communication with key stakeholders, providing updates on support operations, incidents, and resolutions
- Documentation: ensure that all issues and resolutions are accurately documented in the ticketing system, and that processes are fully adhered to
- Training and development: identify training needs and opportunities for team members, facilitating continuous professional growth and skill development
Requirements
- Experience: 5+ years of experience in IT support, with at least 2 years in a leadership or supervisory role
- Bachelor Degree in Engineering or Technology
- ITIL knowledge and certification: familiarity with ITIL processes and best practices is highly recommended and a certification is a plus
- Industry experience: experience in Ticketing or e-commerce is a plus
- Incident management tools: experience implementing and using incident management and postmortem tools like Blameless, Incident.io or PagerDuty with the ability to configure workflows, generate reports, and leverage the platform to improve incident response and resolution
- Monitoring tools: familiarity with monitoring tools and application performance management solutions (e.g., Datadog, New Relic, or Dynatrace)
- Tools and technologies: familiarity with IT support tools such as ServiceNow, Jira Service Desk, or other ticketing systems
- Database skills: ability to understand and execute SQL queries to analyze data and support troubleshooting efforts.
- Leadership skills: proven ability to lead, mentor, and develop a team, with strong organizational and time-management skills
- Customer service: demonstrated commitment to providing excellent customer service, with a focus on user satisfaction and support excellence
- Problem-solving: excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues
- Communication: strong verbal and written communication skills, with the ability to convey technical information to both technical and non-technical audiences
- Adaptability: ability to handle shifting priorities and work effectively in a fast-paced environment
- Proactive approach: takes initiative to identify issues and drive improvements in IT support services