Контакты

Team Manager - Cloud Services Support (Fluent in Japanese & English)

Austin, TX, USA

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 25,900+ EPAMers with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.

DESCRIPTION


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Team Manager - Cloud Services Support (Fluent in Japanese & English). Scroll down to learn more about the position’s responsibilities and requirements

Responsibilities

  • Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner;
  • Take ownership of support issues, engaging other internal / external expertise as required;
  • Effectively resolve technical, quality and performance escalations;
  • Monitor tickets for quality management and adherence with defined service level agreements;
  • Conduct career development, planning and performance of team;
  • Develop the team’s leadership capabilities;
  • Manage and review performance of personnel;
  • Conduct 1:1 meeting with team members to solicit feedback on process inefficiencies or team related issues;
  • Manage team work schedules, conduct staff meetings, and maintain team process documentation;
  • Ensure team compliance with all policies, procedures and company regulations;
  • Establish and influence operating policies;
  • Develop standards around which others will operate;
  • Independently determine approach to managing teams and daily operations.

Requirements

  • 7+ years working in environments that include support of Cloud Providers (AWS, VMware, etc.);
  • Fluent in Japanese & English;
  • Previous Cloud/DevOps/Systems Support experience;
  • Experience managing multiple clients in IT services area;
  • Previous experience managing 10+ direct reports;
  • Mentoring and team building expertise;
  • Deep understanding of Service Desk documentation design standards;
  • Self-motivated, self-driven and capable of understanding team needs;
  • Proactive and capable of managing daily resource issues;
  • Proven experience managing customers, escalations, contracts, rotations, etc;
  • Excellent ability to identify specific customer needs and drive closure to customer issues;
  • Excellent ability to build a strong team environment;
  • Able to coach and mentor others on understanding the customer and needs identification;
  • Supervise and assist support engineers to ensure they respond to inbound calls and tickets in an efficient and timely manner;
  • Be creative and mature with a “can do”, proactive attitude and an ability to continuously “scan” the environment;
  • Detailed oriented, capable of investigating escalated incidents and requests, communicate professionally in a timely manner, with the ability to adapt and learn new skills quickly;
  • Capable of creating unambiguous and high-quality deliverables;
  • Experience managing human factor and delivery complexity without impacts;
  • Manages constant changes and effectively deploy new services.

Nice to have

  • Advanced ITIL certifications (Service Operations, Service Transition, Service Operations, CSI).