Platform Support Team Lead

4 days ago

Toronto, Canada iTMethods Inc. Full time

iTMethods has grown to become a market leader in enabling Enterprise DevOps. Our Managed DevOps SaaS Platform enables global enterprises to securely integrate, migrate, and modernize their complex, multi-cloud, multi-vendor DevOps environments leveraging our partnerships with industry leaders like: Atlassian, CloudBees, GitHub, GitLab, Sonatype and Jenkins. iTMethods helps companies build better software faster and more securely. We play a critical role in helping organizations capitalize on their growth opportunities by using DevOps to accelerate their pace of software delivery and innovation.
Based in Toronto, we offer the excitement and agility of a start-up and the security of a profitable, well-established company serving fortune 1000 clients across North America and Europe. We are looking for curious leaders in all positions who can lean in and driving the outcomes that build on our market leadership as well as continue to delight and grow the value we deliver to our customers.

**The opportunity**

**Who you are**

You are someone who thrives leading the team as a player and a coach and have interacted with customers and team members on a daily basis. You drive resolution to support requests and are very alert to service levels in turning around customer requests and issues. With outstanding communication skills to collaborate with customers, peers, engineers, account management and leadership, you are a valued contributor in identifying and implementing operational efficiencies and customer success and you help to develop a highly skilled, competent and responsible team.

**What you'll do**
- Responsible for ensuring all support and maintenance requests are completed with effective communication and within service levels committed to.
- Act as an escalation point for support-related issues, coordinating efforts from various teams to reach prompt resolution.
- Coach, mentor, and direct team members.
- Work with Platform Services Leadership, and Sales/Customer Success teams to identify, and resolve customer escalations and risks; as well as to identify growth opportunities.
- Work with Reporting team to provide customers insights into support activities, service levels, and metrics.
- Work with Operations team to monitor vendor updates and security alerts, and schedule upgrades of customer deployments.
- Help with the onboarding and offboarding of resources.
- Ensure Root Cause Analysis is completed for all high priority incidents, and provide support sign off.
- Develop and maintain documentation and standard operations procedures for all support related activities.
- Identify best practices and relate them to the iTMethods experience looking for opportunities to constantly improve.

**What's in it for you**
- Technical challenges_. You want to play a critical role ensuring we deliver timely and complete resolution to support requests, incidents, and proactive maintenance, while effectively communicating with our customers.
- Exposure. _You will play a pivotal role in building and maintaining the support competency and continuously elevating this with the creation of the appropriate mindset and skillset and addressing any improvements identified right away.

**What you bring**
- An obsession with providing great customer service and always having a good handle on priorities and commitments and service levels.
- Ability to take ownership and lead the team in all aspects of service requests, customer support, platform updates and compliance requests.
- A continuous improvement mentality that is always looking for opportunities to create and fine tune repeatable processes and procedures and keeping an eye out for automating the support operations to minimize human error.
- Ability to understand and action the need to coach, mentor and develop your team so that they are always performing at the highest level.
- A desire to continually grow your experience and knowledge through learning and certification.
- A natural collaboration approach to all you do and all those you interact with.
- 5+ years in a technical support role with at least 1 years as team lead and a solid understanding of service level metrics and ITSM principles.
- Experience and understanding of DevOps concepts and tools that are supported on the iTMethods DevOps SaaS Platform.
- Experience in working with and supporting workloads running in hyper-hybrid cloud environment.

**Our commitment to you**
- Flexible work environment
- Competitive compensation and benefits package
- Learning and Development
- Career Progression
- Culture - One team environment founded on respect and collaboration where we do not take shortcuts and are customer obsessed

**Join us**

iTMethods is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required, and will work with you

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