Studio: Framestore
Job Opening: Systems Support Manager
Location: Mumbai, Maharashtra, India
Type: Full-Time
Responsibilities:
- Manage the service desk; ticket queues, delegation, workloads, response times etc.
- Ensure that incidents and requests are handled according to agreed processes and procedures.
- Manage the support shift and cover rota, including out of hours.
- Work closely with all direct reports, to develop their skills both individually and as a team so they can provide the best service.
- Manage training progress and mentor junior support staff.
- Analyse trends and identify change for more complex issues. Escalate to seniors or other technical domains if and when necessary.
- Review processes, identifying alternative solutions and recommending new approaches.
- Provide support when ticket resolution is not progressing at the expected pace.
- Ensure documentation for supported components is relevant and available for the teams.
- Liaise with technical domains to ensure the handover process for new processes and equipment meets support requirements.
- Organise information and resources effectively.
- Communicate/liaise with producers and other department heads on behalf of Systems Support when necessary.
- Support the Head of Technical Operations with other duties in their absence or as required.
- Works closely with production schedules in mind to ensure systems support is available when required.
- Lead morning systems catchups, keeping tech teams updated with daily going on.
- Communicate regularly with support managers from other sites, sharing knowledge and keeping processes in sync.
- Cover technical support duties if and when needed
Qualifications & Skills:
- Team Managing experience of 2-5 Years
- Service desk management (Jira preferable)
- Supporting large environments (500+ users), across multiple sites
- Strong communication
- Mentorship and training
- Leadership skills
- Engineering skills
- Project and resource management
- Strong documentation
Desirable skills:
- VFX industry experience
- Linux and Windows platform support
- Active Directory management
- Configuration management and automation
- VMWare environment administration
- Networking, Storage and Systems monitoring and administration
