About the Responsibilities:

• You will be responsible for supporting, mentoring, training, and supervising a team of support specialists

• Handle escalations which require immediate attention from management

• Monitor performance of shift and reassign duties as appropriate

• You will assist your direct reports in handling Level 1/Level 2 platform support to teams within the organization, and to external users when required, as well as working with L3 Product Engineering teams for proper handoff of escalations

• You will be responsible for monitoring, acknowledging and escalating issues/alerts from our monitoring systems.

• You will troubleshoot, investigate and resolve/triage issues for all applications supported by the Platform Operations team.

• You will be responsible for providing status updates on all issues and tickets reported to the team.

• You will be responsible in operational maintenance and support of issues for Trax’s FPS and TTSM platforms.

• You will be responsible in maintaining and updating technical documents and procedures.

About Your Qualifications:

• A graduate of Bachelor's degree in Information Technology, Computer Science, Engineering or any related courses.

• 3+ years experience as Application Support, Product Support or any similar roles.

• 1+ year experience in a leadership role, managing teams is a PLUS

• Has leadership qualities and someone who sets an example to others

• Exposure to or working experience in an Agile environment.

• Working knowledge of Zabbix or Nagios or other monitoring systems.

• Working knowledge of application and systems logs analysis.

• Working knowledge of either SQL, Postgres and Oracle DBs is a PLUS.

• Experience in B2B integration, data ingestion tools and ELK stack is a PLUS.

• Ability to diagnose & address application issues.

• Ability to learn and master Trax-specific software, systems and processes.

• Great attention to detail and problem-solving skills.

• Ability to work on a flexible schedule.

• Enjoys troubleshooting and solving technical issues