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Platform Support Team Lead

Who we are

Successfully operating for over 15 years, we are a market leader in enabling Enterprise DevOps. iTMethods’ Managed DevOps SaaS Platform securely enables global enterprises to integrate, migrate, and modernize their complex, multi-cloud, and multi-vendor DevOps environments. The result is our world-wide clients can build better software, faster and more securely, to enhance their pace of innovation. 

We are in a great position to capitalize on the tremendous industry growth of DevOps, and how companies accelerate Digital Transformation. We offer both the excitement and agility of a startup and the profitability, safe haven, and client opportunities of an established company.

We are very excited about our growth and are looking to expand our team of innovators, consultants, and collaborators who drive that success. Every day, everyone here strives to be an active part of the best DevOps platform and delivery teams our clients have ever worked with. This is a chance to work with the best, at the best job you've ever had. We ask for your ideas, expertise, and commitment. In return, we give you access to smart people, an opportunity to further your knowledge, and the chance to build innovation for the real world.

Who we need

Reporting to the Senior Operations Manager, we are looking for a Platform Support Team Lead to lead a team of Cloud Support Specialists. You will bring energy and drive to build excellent support operations by optimizing all support channels, including email, ticket portals, phone, and Slack channels, prioritizing customer happiness. You will continuously look for ways to strengthen team culture, ensure effective collaboration, and promote employee success by reporting on key performance indicators.

Who you are

You are someone who thrives leading the team as a player and a coach and has interacted with customers and team members daily. You drive resolution to support requests and are very alert to service levels in turning around customer requests and issues. With outstanding communication skills to collaborate with customers, peers, engineers, account management, and leadership, you are a valued contributor in identifying and implementing operational efficiencies and customer success. You have helped develop a highly skilled, competent and responsible team.

What’s in it for you

Technical challenges. You will play a critical role in ensuring we deliver timely and complete resolution to support requests, incidents, and proactive maintenance while effectively communicating with our customers.

Exposure. You will influence and inspire the team, build and maintain their support competency, and foster the appropriate mindset and skill set.  

Growth. You will apply and expand your technical expertise, including professional certification in AWS and other technologies relevant to our Cloud Support function.

What you will do:

  • Be responsible for ensuring all support and maintenance requests are completed with effective communication and within agreed upon service levels 
  • Prepare dashboards that provide Leadership and other team members insight into service levels and support metrics
  • Meet with customers regularly to prepare and present reports, provide insights into service, gather feedback on the service offered, and identify opportunities for improvement in process and technology.
  • Work with Platform Services Leadership, and Sales/Customer Success teams to identify and resolve customer escalations and risks. 
  • Work with the Operations team to monitor vendor updates and security alerts and schedule upgrades of customer deployments.
  • Complete Post Mortems for all high priority incidents.
  • Develop and maintain documentation and standard operations procedures for all support-related activities.
  • Manage and maintain a roadmap of improvements for the Cloud Support team.
  • Identify best practices and relate them to the iTMethods experience looking for opportunities to improve constantly
  • Coach, mentor, and direct team members

What you bring:

  • The ability to prioritize and balance commitments. You have an obsession with providing great customer service and exceeding service levels. 
  • The ownership. You can influence, inspire, and lead the team in all aspects of service requests, customer support, platform updates, and compliance requests. You are an open communicator who can coach, mentor, and develop your team to optimize their performance and ensure employee engagement. 
  • A continuous improvement mindset. You are always looking for opportunities to create and fine-tune repeatable processes and procedures. You seek out areas to minimize human error through automation.
  • The desire to learn. You are a lifelong learner, continuously seeking knowledge, hands-on experience, and certification.  
  • The experience. You have 5+ years in a technical support role with at least 2 years as team lead and a solid understanding of service level metrics and ITSM principles. You have exposure to understand how to support DevOps concepts and tools on the iTMethods DevOps SaaS Platform. Ideally, you have direct experience in working with and supporting workloads running in a hyper-hybrid cloud environment.

Our people empower our clients; we empower them.

We are equally passionate about our clients as we are the people who make up our teams. We look for and welcome smart, talented people. Narrow role descriptions do not constrain our teams. They are empowered to pragmatically solve problems, with the autonomy to make decisions that will drive success for our clients. Employee success is driven by our customer obsession.

We work hard to stay connected and relay our appreciation for our people. With a wellness allowance, lunch-and-learn demo opportunities, and (remote) social gatherings, this is a place that prioritizes the need for balancing career development, physical well-being, and mental health.  

Join us

Interested but worried you don't have everything listed here? If you have even 70% of what we're looking for, we still want to hear from you and encourage you to please apply. While we can't guarantee an interview, we'll consider your application.

Apply here or learn more about our company on our website, Medium, or LinkedIn.

iTMethods is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and every employee has the opportunity to realize their potential. We are committed to providing reasonable accommodations, if required, and will work with you to meet your needs. 

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