Technical Analyst

Description de la mission

need occasional travel across Europe.

Role:

• Build an end-to-end support process for a Restaurant Platform, starting with a Point of Sale system. This will include liaising with internal development teams and an outsourced L1/L2 team.
• Vendor Management of the outsourced L1/L2 support desk; ensuring SLA compliance & continuous improvement.
• Take lead of the L3 team ensuring a solid hand off to the engineers in L4 and internal SLOs are achieved for incident resolution.
• Document, implement and oversee an end-to-end support process for the entire lifecycle of the support/incident process. (L1 – L4)
• Gain alignment on internal SLOs for issue resolution and track/report against them.
• Create appropriate Sev 1/urgent issues processes, including notification, resource coverage and communication protocols
• Work with internal teams and the support vendor to increase first call resolution ensuring high quality support to our restaurants.
• Build a process for issue identification and root cause elimination to reduce support calls.
• Creating, updating, augmenting procedures and processes related to the identification, prioritization, and resolution of end user help requests. Overtime using this documentation to create a restaurant level support training/certification program.
• Oversee the creation of a dashboard and summary reports to demonstrate performance of the entire support process from L1 to L4 ensuring it is within SLA and SLO.
• Work cross functionally with product, engineers, vendors, brand technology, operations and field teams to optimize support processes

Qualifications:

Minimum of 5 years experience in leading/supervising technical helpdesk
Understanding of common SLAs including ASA, FCR overall SLA, AHT, MTTR
Experience in process creation and implementation
Experience with agile development practices including testing
Sufficient technical background to understand how systems integrate, hand off data and how to trace those systems attempt to triage hard to solve problems.
Educational background Comp Sci, Engineering, Business (with practical technical experience)
Experience in retail, hospitality or QSR preferred
Ability to prioritize activities including time management and organizational skills.
Solid written, oral, and interpersonal communication skills
Ability to present ideas in business-friendly and user-friendly language.
Self-motivated and directed