Support Service Manager/Shift Lead

Start Date: Immediate / 4 Weeks
Contract Length: 6 Months + Extension
Location: 100% On-site - Zurich
Pay: 450CHF-540CHF per day

I am working with a leading global consultancy on an international finance and banking project based in Zurich
to find a Support Service Manager to manage and drive continuous service improvements.

Ideally, we are looking for someone that would be able to start this project as soon as possible, however, we can accommodate a four-week notice period.

This is a fantastic opportunity for someone with your skillset to be part of a project with international exposure.

Job Description:

• Should act as an escalation point of contact; ensuring appropriate resources are engaged in timely action and proper traction.
• Managing shift patterns.
• Driving Continuous Service Improvements.
• Initiate, build and sustain productive relationships.
• Create and open, honest, collaborative team environment.
• Strong customer orientation and ability to manage expectations.
• Synthesize and communicate project issues on an ongoing basis, manage awareness of major IT/business issues, help prevent escalations wherever possible.
• Understand and resolve any production issues that are discovered through proactive monitoring/alerting.
• Coordinate efforts across Support Teams to increase the use of system resource monitors, system error/exception reports, and usage data analytics to proactively detect and isolate issues relating to performance, reliability, and functionality of production platforms, services, and applications.
• Assist Support Team Leads in developing effective and efficient troubleshooting and fault isolation methodologies.
• Have special focus on building and analyzing data points for issues impacting production environments and proposing/driving continuous improvement by identifying engineering solution and automation opportunities to the address the root cause of the problems.

Required Skills:

• Deep understanding of the ITIL processes.
• Experience working with scheduling tools like Control-M.
• Good understanding of SQL, PL-SQL, Unix Shell Scripting, Java log analysis.
• Exposure to ITSM tools such as Service now.
• Good knowledge of Incident, Problem and Change management.
• Ownership of debugging failures/incidents resulting in quicker RCA/resolution.
• Proficient in one either of ETL(Informatica) or Big Data technologies.
• Experience in IT application support projects managing one or more business areas.
• Experience leading a team of geographically dispersed resources to deliver technology projects on time.
• Strong organizational, problem solving and technical analytical skills.
• Strong interpersonal and communication skills

Good to Have:

• Exposure to Big Data/ETL/Cloud technologies.
• Good working knowledge of Java and related frameworks