Senior Team Manager

at  EPAM Systems Inc

We are in search of a committed and skilled Senior Team Manager to lead our team.
In this capacity, you will drive team performance, ensure the delivery of high-quality support services, and align support processes with business goals to boost overall operational effectiveness.

REQUIREMENTS

• 12+ years of experience in Developer, Sysadmin, or DevOps roles in complex environments
• Background in overseeing multiple IT service clients with teams of over 25 individuals
• Proficiency in customer, escalation, and contract management
• Skills in fostering a team environment and outstanding problem-solving abilities
• ITIL Foundation certification (v3 or higher)
• Supervisory capability to ensure timely and efficient responses to inbound inquiries from support engineers
• Creativity and a mature, proactive approach with a focus on continuous improvement
• Detail orientation with competence in examining escalated incidents and adapting new skills
• Ability to produce clear, high-quality deliverables and handle complex deliveries
• Expertise in resource management and formulating realistic medium to long-term plans
• Skills in managing ongoing changes and effectively deploying new services

• Oversee and support help desk technicians in effectively addressing inbound calls and tickets
• Assume control of support issues and involve necessary internal or external expertise
• Resolve escalations successfully while maintaining excellent customer communication
• Analyze support trends and modify processes for ongoing enhancement
• Supervise ticket management for quality assurance and conformity to service-level agreements
• Manage career development, planning, and performance assessments for the team
• Enhance the team’s leadership skills and oversee personnel performance
• Coordinate team schedules, staff meetings, and upkeep of process documentation
• Maintain team adherence to all policies, procedures, and regulations
• Create operating policies and set benchmarks for operational excellence
• Independently oversee teams and daily operations with a proactive and adaptable manner