Support Team Lead - Level 3

Bounteous is a premier end-to-end digital transformation consultancy dedicated to partnering with ambitious brands to create digital solutions for today’s complex challenges and tomorrow’s opportunities. With uncompromising standards for technical and domain expertise, we deliver innovative and strategic solutions in Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing.

Our Co-Innovation methodology is a unique engagement model designed to align interests and accelerate value creation. Our clients worldwide benefit from the skills and expertise of over 4,000+ expert team members across the Americas, APAC, and EMEA. By partnering with leading technology providers, we craft transformative digital experiences that enhance customer engagement and drive business success.

Responsibilities:

 

A hands-on team lead is required to provide oversight and leadership in several Marquee applications

Investigate and drive support resolution with senior external clients, internal stakeholders and other Marquee engineering teams. Serve as point of escalation for support issues.

Troubleshoot and resolve complex technical issues, collaborating with cross-functional teams as needed.

Manage escalations and incidents – directing the team and updating stakeholders. Able to ‘dive in’ to resolve issues.

Managing staff schedules and vacation planning

Strong and confident communicator

Engage with Stakeholders to assess needs and provide monthly reporting

Ensure team are following standard processes and monitoring performance.

Providing mentorship and guidance to junior team members to ensure successful resolution of issues

Continuously improve processes and systems to increase reliability and reduce risk.

Influence and suggest improvements on roadmap for enhancing Marquee client experience.

 

 

Key criteria:

Must have a proved record of team leadership in a support environment.

Must have working knowledge and experience with Python OR Java, debugging API calls working with UIs.

Must be willing to execute on support issues while also building out the function and automating resolution of repeat issues.

Able to dive in and pick up issues and solve them or to coordinate the response and follow to resolution.

AWS knowledge is an advantage.

Must be presentable to clients and a clear, empathetic communicator able to talk to clients and stakeholders with confidence up to senior levels.