ICON is hiring an

Operations and Support Team Leader

Mgarr, Malta
Full-Time

1.    Who are We?

We’re a local leader in Digital Transformation solutions, including digital consultancy, custom software and web prototype development, and cloud solutions. We help organisations vastly improve their operations by leveraging the skills and experience of brilliant people like you. Our client base includes well-known local and foreign companies, local government, and EU institutions. We look out for our team by providing you with a safe, healthy, nurturing environment in which you can grow and deliver true value. We offer competitive salaries, performance-related bonuses, various benefits, and we also organise some kick-ass social events.

ICON is also an equal opportunity employer and we offer great family-friendly measures to ensure a healthy work-life balance.

2. The Role

You’ll oversee the DevOps, QA and Support teams, driving the delivery of projects to a high standard of quality, within time and on budget. You’ll also be overseeing and optimising the teams' processes, including all those relating to:

  • 1st and 2nd line support for our customers to specified SLAs

  • Quality Assurance on developed software, web applications, and migrations

  • Client Infrastructure setup, monitoring, and optimisation

Most importantly of all, you’ll be leading actual people with skills, experience, and potential - you’ll need to develop that potential to its fullest.

3.    Primary Responsibilities

The primary responsibilities for this position are:

DevOps

  • Outputting hosting migration projects on time and within budget, including planning, co-ordination, and execution

  • Ensuring existing client infrastructures are continuously monitored and improved

  • Managing client SLAs and co-ordinating the roster of a 24/7 response team

  • Cost optimisation on hosting infrastructures

  • Improve and Create deployment/Monitoring/Incident handling processes

  • Project Manage any DevOps/Cloud/Hosting related projects, such as migration or creation of new environments, both for internal customers and ICON

Support

  • Mentor the team

  • Assist in the prioritisation of work by severity and client

  • Make sure the teams have an up to date list of all SLAs for all clients

  • Liaise with Sales and Accounts teams to ensure support estimates tally with actuals

  • Oversee the scheduling of upgrades, migrations or deployment of fixes.

  • Assist the support team with escalating issues when necessary

QA

  • Oversee the QA team schedule and assignments

  • Help the QA team establish working tools and processes to improve performance

OTHER

  • Being owner of the ICON Microsoft and AWS accounts and partnerships

  • Manage licenses for office 365, Development accounts and active directory for ICON and other software licenses

  • Manage Jira and Confluence for internal and external use.

4.    What we’re Looking for

  • A leader who’s able to get the best out of his or her team

  • Bachelor’s degree or higher in ICT and Business, or related qualification

  • Experience in a similar role

  • Experience with cloud technologies, including AWS and Azure

  • Understanding of Agile processes

  • Excellent communications skills including

    • Ability to deal with a variety of customers from different backgrounds

    • Ability to communicate with technical and design-based teams clearly and assertively

    • Ability to communicate with management in a clear and concise fashion

  • Ability to act well under pressure

  • Ability to work on own initiative, make effective decisions, and as also work as part of a team

  • A positive flexible attitude

  • Perfect fluency in English

The following will be considered an asset:

  • Certifications such as ITIL, SCRUM, and Agile as well as AWS certifications

  • Leadership training

  • Soft Skills training relating to customer service and time management

  • Master’s in Business Administration or equivalent

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