Competency Manager (Customer Support Office), #41436

<p><span style="font-size: 16px;">ELEKS</span><a rel="noopener noreferrer" class="postings-link" style="font-size: 16px;" href="https://careers.eleks.com/about/technical-support-office/"> Customer Support Office </a><span style="font-size: 16px;">is looking for a </span>Competency Manager in<span style="font-size: 16px;"> Ukraine.</span></p><p><br></p><p><span style="font-size: 16px;">ABOUT PROJECT</span></p><p>Provide, ensure and improve Customer Support Office&nbsp;performance and professional development of company specialists within the stream. Identify modern approaches and tools in the field and develop best practices and processes to keep the expertise level up-to-date.</p>\n<p></p><p><br></p><b>REQUIREMENTS</b><ul><li>&nbsp;10+ years of experience in software support and development</li><li>Experience with business- or mission-critical systems</li><li>Experience of work in/for large corporation with sophisticated IT landscape</li><li>Profound knowledge and practical skills in&nbsp;support, tools,&nbsp;environments&nbsp;and processes</li><li>Development of support team KPIs for performance and efficiency measuring&nbsp;and improving</li><li>Understanding of different development and support methodologies and concepts (Waterfall/Agile/Kanban, ITIL/ITSM, DevOps etc)</li><li>Corporate IT environment analysis and transformation experience</li><li>Good experience in specialized areas of IT such as:</li><li>Network fault finding and diagnostics (routing, VPN, DNS, DHCP, proxy, firewall etc)</li><li>Cloud&nbsp;infrastructure&nbsp;(AWS, Azure, GCP or OpenStack)</li><li>Container orchestration tools (Kubernetes, Mesos, Swarm or similar)</li><li>Databases design and operation (MS SQL, MySQL/Maria DB, PostgreSQL,&nbsp;MongoDB etc)</li><li>CI/CD tools (Teamcity, Jenkins, CircleCI, Hudson)</li><li>Automating Ops tools(Chef, Puppet, Ansible, Yeoman, CloudFormation, Packer or Terraform)&nbsp;</li><li>QC and monitoring systems (Zabbix, Twistlock, SonarQube, Prometheus, cAdvisor, DataDog etc)</li><li>Use (and be a fan of) different AI tools</li><li>Excellent communication skills</li><li>Ability to provide coaching to the staff at an individual, team, and company level</li><li>Excellent interpersonal, presentation, and communication skills</li><li>Highly motivated, disciplined, with an ability to manage competing priorities</li><li>Technical university master’s degree/PhD</li><li>English upper intermediate or higher (desired level - advanced)</li></ul><p><br></p><b>RESPONSIBILITIES</b><ul><li>Develop competence strategy, research and collect training materials and knowledge libraries for internal company use.</li><li>Identify expertise directions of the stream based on the company strategy. Plan and facilitate stream expertise development.</li><li>Develop functional areas by engaging leading experts to share an experience.</li><li>Gather and provide actual information on the qualification of stream members.</li><li>Develop and maintain the process of career path development for stream members. Involve experts into this process.</li><li>Provide recommendations or comments when hiring or dismissing employees within the stream.</li><li>Consult on requirements to application and infrastructure support working processes, environment, tools and KPIs.</li><li>Define support project implementation road maps.</li><li>Support the Engagement team in pre-sales providing the expertise, methodology vision, and estimates.</li><li>Develop and maintain the process of interviewing internal and external candidates (including verification of attitude, motivation, behavior etc.).</li><li>Conduct internal staff competency assessment (“matrix”), perform competency analysis and organize lectures, seminars, stream talks, knowledge and experience sharing sessions, and other forms of training.</li><li>Organize and perform internal staff coaching and mentoring programs.</li><li>Take part in organizing external education (for students, employees of regional offices etc.) within the competence area.</li><li>Participate in Performance Reviews of leading domain experts and be responsible for engaging experts to be stream representatives during Performance Review of other steam members.</li><li>Take ownership and responsibility and distribute the tasks among the team to resolve customer requests in accordance with SLAs according to ITIL protocols.</li><li>Be the point of contact when it comes to technical escalations and technical advisory.</li><li>Clearly communicate the project status to the Project managers and provide monthly reports.</li><li>Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner</li><li>Approve technical decisions and communicate with stakeholders. Analyze variants of software requirements implementation; evaluate their time-consumption and workload.</li><li>Work with internal and external L2 and L3 members to diagnose/resolve platform issues and carry out maintenance</li><li><b>Accountable for:</b></li><li>Performance of functional roles and instructions of the superior, as well as supervision of the subordinates in terms of their operational duties.</li><li>Performance in accordance with the current administrative, criminal, and civil legislation of Ukraine, the internal labour regulations of the Company, fire safety rules, and information security regulations.</li></ul><p><br></p><p></p>\n