The Senior Customer Support Manager is responsible for the direct recording of faults or error patterns reported by the customer via the existing ticket system, by telephone or by e-mail. He independently addresses faults that he can rectify himself, documents the rectification of the fault and forwards the respective applicable paths of correction to the development departments, the deploy management and/or release management department. He describes faults precisely in the ticket system, documents and specifies them with all the data required for this purpose and forwards them to the relevant specialist department. Based on the replication of the error patterns together with the team lead ITS, the release management, test management and deploy management as well as the development, the Senior Customer Support Manager continuously derives approaches for the further development of the existing software solutions. To this end, the Senior Customer Support Manager designs solution proposals together with the customers and defines the framework conditions, which he then passes on to the departments concerned. He works actively with the development department and supports the creation of solutions and cost estimates. Within the framework of existing service level agreements with customers, the Senior Customer Support Manager is responsible for system monitoring and provides on-call services. Furthermore, he/she is responsible for the coordination of resources, task monitoring and the training and induction of new employees in the subdivision assigned to him/her.
Task description
What is the role about
- error analysis in process flows within the involved IT system landscape of customers
- creating evaluations of data from databases, processing and aggregating evaluations
- customer communication in person on site, by telephone, e-mail and ticket systems
- receiving and describing solutions to feature and change requests together with customers and processing them for the respective development departments
- bug handling and evaluation, assignment to responsible teams, status control
- documentation of bug fixing
- analysis of system landscapes, requirements analyses/descriptions and definition of rules and standards prior to installations to be carried out at the customers premises
- contribution to release management, deployment and test management, support in installation preparations and implementations
- creating and OS-testing installation manuals
- carrying out remote installations/updates and installations/updates on site
- preparation and implementation of administration training (within the scope of 2nd level support by our customers)
- system monitoring and on-call services
- adherence to the time schedules set by the Team Lead and report to the Team Lead
- representation of the company towards customers
- coordination of resources in own subdivision
- monitoring the timely achievement of the tasks assigned to the subdivision
- supporting the employees in the subdivision with assigned tasks
- training and induction of new colleagues in the ITS area
selection, procurement, installation and documentation of IT systems
Required skills and qualifications
- Linux-based system administration
- Network level configuration for cloud-deployed distributed application environment, containerized and orchestrated using Kubernetes and VMware setup.
- HA setup, cluster setup and DC-DR setup
- Knowledge of Ansible, Shell scripting, Prometheus, Grafana , Kafka.
- Knowledge of PostgreSQL, Oracle RDBMS
