Technical Support Team Lead (2nd line)

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, provide digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them to save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in accomplished people and new advanced technologies to unlock the power of data and improve. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland.

Job Description

As a Technical Lead in our Application Support Team, you will help ensure high-quality customer service and technical support. You will lead a team of professionals, manage performance, and improve our support processes.

You will report into the Service Operations Manager.

What you will do:

• Lead performance management and mentoring within the team.
• Support the team by providing training on areas of technical and product expertise.
• Identify underperformance and implement action plans.
• Conduct daily stand-ups and team meetings, representing the broader management team on site.
• Resolve complex IT issues, including P1-P4 incidents.
• Address escalations and represent Apps Support on Post-Incident Reviews (PIRs) and follow up actions to reduce future impact.
• Use your knowledge of AWS to guide the team in cloud-related support and projects.
• Ensure the team is trained and proficient in cloud technologies, with a focus on AWS.
• Input into Continuous Service Improvement (CSI) opportunities.
• Provide insights into data to identify trends and opportunities for automation and process improvement.
• Contribute to service strategy and design, service acceptance, and demand management.

Qualifications

What you will bring:

• 5+ years of experience in application support, with the ability to resolve complex IT issues.
• Experience managing a small team of technical engineers.
• Fluent English
• Expertise in cloud technology, AWS, is required.
• Able to convey technical information to a non-technical audience.
• Knowledge of ITIL processes for incident and problem management.
• Advanced analytical and problem-solving skills.
• Troubleshooting and reasoning skills.
• Readiness to take ownership of complex technical issues and deliver positive results.
• Desire to build knowledge both personally and across the team.

Additional Information

What you will get:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & book.
• Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.
• Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!
• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
• Opportunity for Flexible working hours and Home Office.

Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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