ABOUT THE JOB
- Lead and coordinate a team IT Support and provide guidance, coaching, and support to team members to ensure service quality.
- Manage team shifts and workload distribution to maintain service coverage.
- Monitor team performance and continuously improve support processes and service delivery.
- Act as the primary escalation point for critical or complex incidents.
- Ensure incidents and service requests are handled according to SLA and internal processes.
- Coordinate with technical teams, engineering teams, and stakeholders to resolve incidents effectively.
- Identify recurring issues and drive root cause analysis and preventive actions.
- Provide support and troubleshooting guidance related to Salesforce systems
- Ensure proper ticket documentation and lifecycle management in the service management system.
- Identify opportunities to improve support workflows, knowledge base, and operational processes.
- Contribute to service reporting, SLA tracking, and operational metrics.
- Work closely with client teams to ensure service stability and customer satisfaction.
ABOUT YOU
- Bachelor's degree in engineering, computer science, or a related technical field.
- 5+ years of experience in IT Support / Service Desk / Application Support roles.
- At least 12 years of experience leading a team (Team Lead / Shift Lead / Senior Support).
- Experience supporting Salesforce systems or Genesys Cloud platform.
- Fluent in English to work with regional stakeholders.
- Strong experience in incident management and SLA-driven environments.
- Experience with cloud-based platforms (Salesforce, Genesys Cloud or similar).
- Solid understanding of: Service desk operations; incident and ticket management processes, basic networking and system troubleshooting
- Cloud certification is preferred (AWS / Azure / Salesforce or equivalent).
WHY AMARIS
- Competitive salary and 13th-month salary
- 14+ annual leaves per year
- Premium healthcare insurance, starting from your probation period
- Project reviews and yearly performance appraisals
- Annual company trip
- Teambuilding activities: Team lunch/dinner, events, and celebrations, sports clubs (football, basketball, badminton, pickleball)
- International team with flexible working time
- Tailor-made career path
- Technical workshops and training courses
- Mobility: Opportunities to be on-site abroad in our offices in over 60+ countries
Equal Opportunity
Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promote diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.
