Mirriad Looking for Technical Support Team Lead at Malad, Maharashtra, India Full Time

Technical Support Team Lead

Reporting to: Head of Global Support

Direct/Indirect Reports: Yes – Supervisory, Team Lead, day to day management

Based: Mumbai Office

Mirriad creates contextually relevant advertising opportunities within existing video content across multiple shows. Advertisers can reach target audiences within the content they have chosen to watch without interrupting their viewing experience.

Mirriad is headquartered in London and has deals with major content producers and works with top video platforms and broadcasters in the world’s largest advertising markets by spend.

Purpose of Role:

The primary purpose of this role is to ensure the consistent and optimal outputs of a team delivering the day-to-day management and resolution of support issues, by collaborating with colleagues to resolve the issues reported. Mirriad’s end users are based in Asia, Europe and New York.

The immediate focus will be on managing and developing the activities of a support team in Mirriad’s Mumbai office. This currently serves as the first response team for the technology support requirements of Mirriad’s global offices, but the intention is to extend the support capability to create capacity within technology to support business growth.

Main Responsibilities:

Management of the people and their outputs for the Mumbai based platform support team with the following specific responsibilities:

• Support of our internal and partner user base as they use Mirriad’s proprietary content platform, alongside the core enterprise technology stack
• Introduction and ongoing management of a 24/7 shift based on call support model intended to support all locations
• Effective utilisation of the resource and talent within the team. Develops the skillsets to ensure that they are sufficient to fulfil both L1 & L2 support activities
• Work with the London based Infrastructure engineering team to monitor and maintain the existing infrastructure which supports the global offices
• Works within a Service Management framework

Person Specification:

The ideal candidate will have experience of managing teams that are supporting platforms within the media/technology sector. A fundamental requirement is the empathetic management of people, and the successful candidate will be someone who shares the vision that thoughtful and respectful collaboration are key to successful outcomes.

The ideal candidate must be able to communicate effectively in English, have experience working for a multi-cultural organisation and be confident working autonomously.

Ideally will have experience in a creative video production environment providing IT support for tools such as Autodesk, Shotgrid, Maya, Adobe Creative Cloud and Nuke would be desirable

Experience and Knowledge:

• The candidate must be able to demonstrate previous success in a global support Lead or Management role
• ITIL – can demonstrate a solid track record of adopting service management concepts
• Has an understanding and appreciation of service management frameworks and concepts (change, incident, and problem management).
• Prior experience of delivering solution diagrams to senior business and technical stakeholders
• Strong experiencing of Jira Service Management including JSM Configuration and Asset Management.
• Experience of supporting Cloud environments, with Azure knowledge ideal
• Experience of supporting Microsoft Office 365/Windows, Active Directory
• Knowledge of the configuration and management of tools such as Sophos and Intune
• Knowledge and experience of ensuring good cyber security practices
• Networking – Configuration, Asset Maintenance and Monitoring including Cisco Meraki

Skills and attributes:

• Demonstrates an understanding that change and transformation is a fundamental and essential activity to support a scaling business
• A strong multi-cultural customer focus to ensure internal stakeholders expectations across all locations are met
• Analytical skills and the ability to clearly identify key issues with a disciplined and organised mindset
• Can articulate technical concepts to non-technical peers and the ability to effectively articulate issues and resolutions to all stakeholders
• Has an understanding and appreciation of service management frameworks and concepts (change, incident, and problem management)

Education:

• A degree in Computer Science or related field (relevant experience and track record may be considered in lieu of a degree)

Benefits

Family Healthcare

Bonus