Technical Customer Support Contractor for Trust Wallet, a leading non - custodial cryptocurrency wallet. Providing user support and troubleshooting issues across wallet functionality and payment systems.
About the role
- Senior Manager, IT Support overseeing investigations and product management to meet client goals. Leading incident management and ensuring service delivery for optimal client satisfaction.
Responsibilities
- Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of targeted, value added and controlled remediation plans
- Manage the operations/ support/management of products/systems/ applications/services for a range of clients to support them in meeting business objectives/ goals.
- Negotiate and document project deliverables, timelines, project charters / costing, roles, responsibilities and critical milestones and communicate project status and provide timely escalation of issues to ensure project objectives are met
- Lead effort to test, debug, and performance analyze and document environment components
- Provide support for developing the internal metrics reports and establishing and monitoring service delivery and SLAs
Requirements
- 10+ years relevant experience
- Undergraduate degree or Technical Certificate
- Graduate degree, preferred
- Understanding of F5 network routing
- Knowledge of Oracle Databases
- Knowledge of Tomcat/Apache
- Knowledge of Oracle AML and Financial Crime Compliance Management—Transaction Monitoring an asset
- Experience in incident management and change management in large scale organizations
- Project management experience an asset
- Experience in Batch process management and AutoSys scheduling
- Experience in complex data base query performance tuning an asset
Benefits
- Health and well-being benefits
- Retirement programs
- Paid time off
- Career development
- Reward and recognition programs
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