L2 IT Operations Team Lead

With more than 20 years of proven experience, QUALCO is a leading Fintech solutions provider, offering a wide range of analytics-driven, highly scalable enterprise software solutions in over 35 countries worldwide. Our end-to-end technology solutions cover a wide range of needs for Banking, Financial Services, Utilities, Insurance, Retail organizations, and beyond.

At QUALCO, we empower the financial world with innovative technology. As L2 IT Operations Team Lead, you will be part of a team of highly qualified professionals and get involved in IT operations and projects lifecycle for enterprise-class solutions. You will be responsible for effectively supervising and managing a team of med-senior and senior engineers from multiple IT technical areas that engages to projects and provides 2nd level operations and support services, internally and to the company's customers. You will have to meet operational KPIs and targets that ultimately increase customer satisfaction and you will collaborate closely with L1 Operations and L3/Architecture teams as well as with customer's IT departments.

This role requires a solid technical background, knowledge of ITIL and its implementation in an IT context, combined with problem-solving skills and the ability to motivate your team to achieve goals. The role will report to the Head of ITS Operations.

Responsibilities

• Supervision / Mentor / Coaching and continuous professional development of team members on project-based and day-to-day tasks;
• Plan, Prioritize and allocate workloads to meet business demand, KPIs and SLAs;
• Analyze technical issues and provide 2nd level support according to SLA in both internal/ customer IT Infrastructure;
• Ensure proactive service monitoring is in place to provide the best possible service to the business/customers and
• Liaise with vendors and other IT personnel for problem resolution;
• Maintain knowledge of various vertical areas of functionality and technology within IT engineering technologies;
• Ensure Request Classification and Correct identification of urgency and severity. Guide team members on incident resolution;
• Document and apply existing processes and contribute to the development of formal policies, procedures and best-practice processes to ensure consistency and sustained productivity;
• Ensure safe and seamless deployment of changes to internal and customer infrastructures. Strengthen change management procedures and policies;
• Analyzing and Reporting team workload and performance and making recommendations for increased organizational efficiency and effectiveness;
• Actively ensuring compliance with the Group's Anti-Bribery and Corruption Policy and all applicable regulations, identifying and reporting potential risks related to bribery and corruption, and promoting ethical behavior by participating in and encouraging continuous training and awareness initiatives.
• Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

Requirements

• BSc degree in Computer Science, Information Technology or relevant;
• Minimum of 3 years of a similar position managing team of engineers;
• Client oriented with client facing experience;
• Sound knowledge of supporting range of IT applications, platforms and technologies;
• Hands-on technical experience or a background managing technical teams;
• Problem-solving on variable/differing problems that may need qualitative and quantitative analysis, Root Cause analysis and resolution;
• Prioritization and decision-making skills;
• Workload sizing and planning on IT projects and IT daily operations;
• Attention to detail and strong communication skills;
• The ability to work under pressure and with cross-functional teams;
• Excellent written and verbal communication skills in English.

Benefits

Your Life @ Qualco

As a #Qmember, you will live out every day in a truly human-centred culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognised, and there will be great opportunities to ensure your career growth.

Find out more about #LifeatQualco

Your benefits

Join the #Qteam and enjoy:

Competitive compensation, ticket restaurant card, and annual bonus programs

Cutting-edge IT equipment, mobile, and data plan

Modern facilities, free coffee and beverages, and indoor parking

Private health insurance, onsite occupational doctor, and workplace counselor

Flexible working model, hybrid/remote benefits & home equipment benefits

Onsite gym, wellness facilities, and ping pong room

Career and talent development tools

Mentoring, coaching, personalized annual learning and development plan

Employee referral bonus, regular wellbeing, ESG, and volunteering activities

At QUALCO, we value diversity and inclusivity. Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.

Application Note: All CVs and application materials should be submitted in English to be considered for this position.

Disclaimer: Qualco collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.