Job Description
Make every logistics journey your best one yet - QuincusThe Company.Founded in 2014, Quincus is a B2B supply chain operating SaaS platform headquartered inSingapore. We solve today's global supply chain challenges with groundbreaking technology. Using AI and machine learning, we have digitized and optimized the logistics process while giving customers full transparency into their supply chain.
Quincus was founded by two visionary entrepreneurs who possess more than a decade of experience in tech. Chief Product OfficerKatherina-Olivia Laceyis leading a tech revolution in this space while empowering women in the supply chain industry.Jonathan E. Savoir, Chief Executive Officer, appeared on Forbes' 30 Under 30 Asia List in 2020, and also serves on the boards of several startups.The Opportunity.The Application Support Team Lead is responsible for supporting Customer SLAs for Quincus clients globally and maintaining BAU. CDT is a Tier-2 application support function and is tasked to conduct technical investigations within the Quincus apps to trace, debug, and respond to incidents raised internally or by external clients.
Your Day to Day.- Provide technical leadership and lead a team of onsite/offshore Tier 2 support analysts.- Recruit and build the team, design team processes, escalation matrices, RCA, and communication procedures to help support client SLAs.- Monitor application performance and proactively assess potential technical risks within the platform.- Function as Shift supervisor and will design, plan and implement schedules across the CDT to handle 24x7 coverage.- Internally coordinate with Customer Support, Development Squads, PMO, and Delivery groups to ensure alignment- Provide periodic status updates, publish reports, dashboards, and monthly metrics.- Act as central point of communication for core team members.- Plans risk responses and reports projects’ risk to management.- Growing the internal knowledge base.
Who you are.- 7+ years of experience leading Application Support (emails/calls) in a Lead or Supervisor capacity.- 3+ years of previous experience running 24x7 support teams.- 7+ years of experience using Support Tools (Zendesk, JIRA, Slack, etc.).- ITIL Foundation certification or relevant background.- Agile/Scrum master knowledge.
What’s in it for you.People: Work with passionate, smart, driven and entrepreneurial go-getters.World: Class Technology: A highly valued solution, used by some of the most critical businesses in the logistic industry.Growth: Opportunities to develop yourself and your career are limited only by how far you are ready to push yourself.
Job Specification