What are the responsibilities and job description for the Technical Support Team Lead position at AssetWorks Inc?
Job Summary:
AssetWorks is seeking an experienced Operations/Technical Support Team Lead to manage our hosted and cloud-based software offerings' commissioning, upgrades and ongoing management. This position will be responsible for growing and mentoring the team that deploys, monitors, and manages our industry leading fleet and asset management solutions for state and local governments and select commercial customers. This lead will ensure the team delivers the highest level of service possible with a customer-for-life mentality.
Job Description:
Essential Duties and Responsibilities:
Team Leadership:
- Lead and manage the operations team, providing guidance, mentoring, and support.
- Plan and coordinate the deployment of applications, systems, and updates.
- Communicate deployment plans, status, and issues to stakeholders.
Operational Efficiency:
- Develop and implement strategies for efficient deployment and operation of systems.
- Oversee daily operations to ensure systems and services run smoothly and efficiently.
- Proficiency in documentation, change release processes, and participation in Change Advisory Boards (CAB).
- Monitor system performance and availability, ensuring that service level agreements (SLAs) are met.
Process Improvement:
- Implement and maintain operational best practices and procedures.
- Continuously evaluate and improve operational processes to enhance efficiency and effectiveness.
- Hands on expertise in software development, demonstrating a deep understanding of the software lifecycle.
- Proficiency in managing release pipelines, ensuring smooth software delivery.
Compliance and Security:
- Ensure compliance with industry standards, regulations, and internal policies.
- Conduct regular audits and risk assessments to identify and mitigate potential vulnerabilities.
Requirements:
The ideal candidate will possess a bachelor’s degree in computer science, Information Systems or a related STEM field from an accredited college or university. Asset Management domain knowledge and/or experience working with state and local governments is a plus.
The successful candidate will possess the following:
- 7 years of IT operations experience, with significant time in SaaS environments
- 5-7 years of SDLC experience
- Experience managing enterprise applications to SLA’s
- Experience with CI/CD pipelines, automation tools, and monitoring solutions.
- At least 3 years of experience leading technical teams.
- Must be able to work with changing deadlines and priorities in a fast-paced environment
- Excellent communication and interpersonal skills
- Experience managing enterprise applications to SLA’s
- Familiarity in managing / maintaining SOC1, SOC 2 and ISO 27001 certification
- Familiarity with relational databases (Oracle or MS SQL Server)
- An ability to make decisions often with incomplete information in stressful situations
- Travel: Less than 10%
- After-Hours work: Some required
- Soft skills
- Attention to detail
- Adaptability
- Team player
- Resilience
Benefits:
- Generous Paid Time Off
- 11 Paid Holidays
- Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
- 401k with employer match which immediately vests
- Annual Company Bonus
- Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
- Tuition Reimbursement Program
- Employee rewards and recognition programs
- Optional Employee Stock Purchase Program with company match
- Pet insurance
- TicketsatWork program, discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.
- Referral bonuses
- Employee engagement events
- Flexible remote work arrangements
