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Support Lead/Coordinator

Ukraine, -
N-iX warmly welcomes an experienced Support Lead/Coordinator to join our forceful complex support project! Our team seeks to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow.


 Responsibilities:
  • Manage a support team of 11 people from different vendors 
  • Use your understanding of support activities in a global team 
  • Use your technical skills to estimate the work efforts of each action item
  • Balance the workload in the team in areas like structuring pipeline monitoring, issue resolution, small change implementation, recurrent tasks, or any other action item
  • Identify root causes as plausible, and be able to define follow-up actions to remediation steps to get it implemented successfully
  • Ensure committed timelines and SLAs by backlog management (Issues, Demands, Actions items) and follow-ups are being done
  • Follow-up frequently with the team on open critical issues and escalations to bring it to closure. Ensure that detailed status updates are provided frequently as long those tickets have not been closed
  • Set up and communicate the work shift plan, divide the responsibility of build monitoring (and issue investigation), and of reviewing incoming critical incidents or urgent emails in a shared email inbox
  • Implement and document processes as aligned 
  • Follow-up on documentation to be created, ensure, the team is building a valuable knowledge base. Also, ensure knowledge transfer within the team
  • Plan and follow up onboarding activities of new team members
  • Lead the issue triaging meeting on a daily base
  • Come up with workflow improvement suggestions
  • Ensure ad-hoc communications like “Issue notifications” are being done in the defined detail level and format
  • Lead our Support office hours to give updates about open issues etc. to our end users
  • Manage the handover of critical activities while the team is sick/on vacation
  • Manage the backup rules 
  • Ensure that the team is following compliance policies and ensures appropriate security for data access

​Requirements:
  • 2+ years of hands-on experience in leading support projects
  • Excellent interpersonal and communication skills
  • Technical background is desirable
  • Excellent skills and knowledge in the process setup and improvements
  • Experience in successfully leading teams and proven ability in team management
  • Strong experience in stakeholder and risk management
  • Solid organizational skills including attention to detail and multitasking skills
  • Upper-intermediate English written and verbal communication skills

We offer:
  • Flexible working format - remote, office-based or flexible
  • A competitive salary and good compensation package
  • Flexible and personalized career growth
  • Professional development tools (mentorship program, tech talks and training, centers of excellence, and more)
  • Active tech communities with regular knowledge sharing
  • Education reimbursement
  • Paid vacation days, sick leaves, and days off
  • Healthcare & Sport program
  • Medical insurance
  • Memorable anniversary presents
  • Corporate events and team buildings

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