Senior Technical Operations Manager

hace 4 semanas


Bogotá, Bogotá D.E., Colombia Seligo Tech A tiempo completo

About Seligo Tech

Seligo Tech is a leading fintech company that is committed to delivering innovative solutions to our customers. We are currently seeking a highly skilled Senior Technical Operations Manager to join our team.

Job Summary

The Sr. Technical Operations Manager will be responsible for leading our L2 Technical Support and requirements team. This role will support our corporate business with its technical requirements, offering world-class service, and creating permanent improvement initiatives.

Key Responsibilities

  • Lead, mentor, and guide the team to achieve high performance.
  • Create KPIs and monitor and maintain a high standard to achieve targets.
  • Handle customer escalations, resolving complex technical issues promptly and effectively.
  • Evaluate and redefine support processes implementing best practices and tools to optimize efficiency and effectiveness.
  • Collaborate closely with other departments managing good communication addressing customer needs.
  • Provide technical and integration support.
  • Be responsible for the Incidents, requests, and problems until case gets resolved.
  • Closely follow up and monitoring of all necessary applications, dashboards, transaction platforms, logs, communication channels, etc.
  • Diagnostics of Incidents, requests, and problems.

Requirements

  • Bachelor's degree in computer science, information technology, engineering, or a related field.
  • 7+ years of experience in technical support, customer service, or a similar role.
  • Strong leadership, communication, problem-solving, and customer service skills.
  • 4 years of proven experience with API calls, logs, and SQL – Mandatory.
  • At least 2 years' experience as a technical team leader and working with global customers.
  • Experience with Help Desk ticketing system management, ticketing routing, and maintaining a high level of service according to SLA and KPIs.
  • Proficiency in English [C1].

What We Offer

  • Salary: $13,000,000 (negotiable)
  • Contract: Permanent
  • Schedule: Monday to Friday
  • Work Mode: Hybrid mode in Bogota


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