Technical Service Delivery Lead

hace 1 mes

Bogotá, Bogotá D.E., Colombia Anthology Inc A tiempo completo

The Technical Service Delivery Lead – Managed Hosting role is a challenging and rewarding opportunity to join Anthology Inc's Customer Services team. With a proven track record of delivering exceptional services to hundreds of customers around the globe, we are seeking a dedicated relationship manager to provide superior customer support, project management, communication, and documentation.

Job Summary

As a Technical Service Delivery Lead, you will be responsible for maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving customers' hosted environment. This includes troubleshooting product and managed hosting environment issues, managing cases via daily queue and workload management, and handling escalations.

You will also be required to liaise with internal teams who deploy, configure, and maintain customer environments within Managed Hosting, conduct systems audit and analysis on the performance of the customer's Managed Hosting environment, and provide second level support and escalating software defects to Product Development.

Key Responsibilities
  • Maintain day-to-day knowledge of all plans, activities, and status of projects and issues involving customers' hosted environment
  • Troubleshoot product and managed hosting environment issues to determine root cause(s); issue workarounds and solutions
  • Manage cases via daily queue and workload management and handle escalations
  • Liaise with internal teams who deploy, configure, and maintain customer environments within Managed Hosting
  • Conduct systems audit and analysis on the performance of the customer's Managed Hosting environment
  • Provide second level support and escalate software defects to Product Development
Requirements

To succeed in this role, you will need:

  • Fluency in written and spoken English at CEF B2 level or above
  • Strong knowledge of Linux
  • 2-5 years of product/project management responsibility envisioning and defining new products and features
  • Quality conscious with attention to detail in documenting, handling, and tracking technical issues
  • Trained in product and/or project management best practices and procedures
  • Understanding of Internet application technologies including HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations, and security
  • Excellent interpersonal communication skills
  • Strong, self-motivated team player who excels in customer service
About Anthology Inc

Anthology Inc is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

The estimated salary for this position is $80,000-$110,000 per year, based on the company's industry standards and location.

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