Kubernetes Support Team Manager

Krakow, Poland

Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.

DESCRIPTION


Currently we are looking for a Kubernetes Support Team Manager for our Krakow office to make the team even stronger.

In this role you will lead the existing team being responsible for achieving goals and quality excellence of their work. You’ll take part in a global support initiative for one of the biggest search providers, focusing on technical support for the hottest cloud technologies like Kubernetes, Istio, TensorFlow. As the team manager you will assess and measure weekly team performance and provide profound analysis and immediate actions to improve critical areas. You’ll collaborate closely with the local Technical Team Leader and Quality Analyst in order to identify improvement areas and create long term improvement strategies. As the engagement leader you are owning the content and you are responsible to schedule weekly, monthly and quarterly business reviews with the senior program management. Currently the team consists of 12 technical solution engineers, as a team manager your goal is to bring the operation to the next level in order to allow further organic grow to the expected size of 30+ engineers.

Responsibilities

  • Own the program KPIs (CSAT, DSAT, PPH, etc.);
  • Report weekly according to the KPI performance and provide deep dive analysis on trends as well as missed SLAs;
  • Proactively develop the future strategy for the team with the engagement leadership;
  • Track case handling and time management;
  • Review, improve, establish and control team processes;
  • Identify and implement initiatives to drive customer satisfaction, increase case quality, increase efficiency, and boost team productivity and share the initiatives and results with Google;
  • Handle all agent scheduling, ensuring cases are answered within SLA.

Requirements

  • Strong experience working in IT or a related field;
  • Experience in a position of a manager/project manager;
  • Proven experience leading a team of 10+ engineers;
  • Excellent verbal and written communication skills in English;
  • Outstanding analytical and leadership skills;
  • Good technical understanding of IT systems;
  • Experience in providing detailed deep dive analysis for various strategic metrics;
  • Proactiveness in identifying improvement areas.

Nice to have

  • Master's or bachelor's degree in a technical major;
  • Experience working in a technical support environment;
  • Knowledge of and experience working with modern technologies and cloud solutions;
  • ITIL/PMI certification.

We offer

  • Possibility to be involved in an international project (Canada, China, Hong Kong, Mexico, USA, Switzerland, Germany, Sweden, United Kingdom, Russia, Belarus, Ukraine, Hungary, etc.);
  • Language classes (English and Polish);
  • Vast opportunities for self-development: online courses and library, experience exchange with colleagues around the world, partial grant of certification;
  • Career development center;
  • Possibility to take part in both: corporate and startup environment;
  • Possibility to relocate for short and long-term projects;
  • Relocation package for those who relocate to Krakow, Wroclaw, Katowice or Gdansk from other locations;
  • Benefit package (health care, multisport, lunch tickets, petrol vouchers and shopping vouchers, etc.);
  • Fruits on a weekly basis;
  • Sponsored sport activities, E-sport program;
  • We kindly ask you to include the following clause in your application: "Wyrażam zgodę na przetwarzanie danych osobowych zawartych w niniejszym dokumencie do realizacji procesu rekrutacji zgodnie z ustawą z dnia 10 maja 2018 roku o ochronie danych osobowych (Dz. Ustaw z 2018, poz. 1000) oraz zgodnie z Rozporządzeniem Parlamentu Europejskiego i Rady (UE) 2016/679 z dnia 27 kwietnia 2016 r. w sprawie ochrony osób fizycznych w związku z przetwarzaniem danych osobowych i w sprawie swobodnego przepływu takich danych oraz uchylenia dyrektywy 95/46/WE (RODO)";
  • Please note that only selected candidates will be contacted.