The Role
About the Responsibilities:
- You will be responsible for supporting, mentoring, training, and supervising a team of support specialists
- Handle escalations which require immediate attention from management
- Monitor performance of shift and reassign duties as appropriate
- You will assist your direct reports in handling Level 1/Level 2 platform support to teams within the organization, and to external users when required, as well as working with L3 Product Engineering teams for proper handoff of escalations
- You will be responsible for monitoring, acknowledging and escalating issues/alerts from our monitoring systems.
- You will troubleshoot, investigate and resolve/triage issues for all applications supported by the Platform Operations team.
- You will be responsible for providing status updates on all issues and tickets reported to the team.
- You will be responsible in operational maintenance and support of issues for Trax’s FPS and TTSM platforms.
- You will be responsible in maintaining and updating technical documents and procedures.
About Your Qualifications:
- A graduate of Bachelor's degree in Information Technology, Computer Science, Engineering or any related courses.
- 3+ years experience as Application Support, Product Support or any similar roles.
- 1+ year experience in a leadership role, managing teams is a PLUS
- Has leadership qualities and someone who sets an example to others
- Exposure to or working experience in an Agile environment.
- Working knowledge of Zabbix or Nagios or other monitoring systems.
- Working knowledge of application and systems logs analysis.
- Working knowledge of either SQL, Postgres and Oracle DBs is a PLUS.
- Experience in B2B integration, data ingestion tools and ELK stack is a PLUS.
- Ability to diagnose & address application issues.
- Ability to learn and master Trax-specific software, systems and processes.
- Great attention to detail and problem-solving skills.
- Ability to work on a flexible schedule.
- Enjoys troubleshooting and solving technical issues
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The Company
What We Do
Trax is the global leader in Transportation Spend Management solutions. Combining industry leading cloud-based applications with expert services, we are transforming traditional freight and parcel audit to help customers better manage and control their global transportation costs and drive enterprise wide efficiency. With a global footprint spanning North America, Latin America, Asia and Europe, we deliver data-based visibility and insights, higher savings and better control of transportation spend for shippers of all sizes. Visit us at www.traxtech.com.
