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GMP has established itself as the pioneer of Interoperable Smart Parking which connects all parking and mobility stakeholders on a common platform who are operating in silos. GMP has had great success in the European market and is now expanding in US and other markets globally. This is an opportunity to be part of a high growth team with a global footprint.
Job Responsibility
Build a high-performance Tech Ops team
Lead SOPs development exercises regularly to cover all the on-ground cases
People manager for the team with responsibility for establishing objectives and providing feedback, career development
Manage the day-to-day operations of the shift, ensuring SLA commitments are met
Performing planned maintenance checks and calibrations and submitting appropriate reports in a timely manner
Develop and improve best practices, guidelines, runbooks and checklist for technical operations team
Handle client escalations, help and provide solutions to fix any incident
Monitor the critical applications and proactively notify whenever there is any deviation, to name a few like Kibana, Crashlytics, APM, Cloudwatch, etc.
Open and track tickets through resolution and give summary reports to customers
Diagnose software, hardware, networking and systems failures and share inputs on SOPs that needs automation with tech teams
Execute resolutions to problems and follow standard practices
Determine, record and work with team to revise current procedures to enhance customer satisfaction
Develop troubleshooting tips and tools to use in diagnosis
Efficient handling of on-ground incidents
Lead review meeting with Internal & External stakeholders (Weekly / Monthly)
Follow defined escalation path when needed
Re-routing misdirected incidents that have not been handled in a timely manner
Work with Incident Resolution Team and respective SDMs / IT SPOCs for faster restoration of services
Communicating across organizational boundaries - from engineers through to CXOs
Requirements
Team Management
Communication and Stakeholder Management
Ability to think logically
Problem solving skills
Knowledge of ITIL framework
Knowledge on Agile methodology
Experience with managing IT environments
Knowlege on ticketing tools like Atlassian Suite, Asana, Zendesk, Salesforce etc.