Job Description:
We need a team leader who can learn fast, own the tasks, has a can-do attitude, is good at stakeholder management and mentoring/training juniors.
Key Responsibilities:
- Lead the L2 Support Team for our Traffic data warehouse/management solutions in Europe. (ORBIS)
- Incident management: Resolution of complex system issues escalated from L1; coordinate with L3 (Development/Engineering) resolvers when required.
- Collaborate with management stakeholders in India and the Netherlands to ensure smooth service delivery.
- Step in to collaborate and drive the resolution of major incidents with minimum downtime.
- Ensure SLAs and KPIs are met consistently for issue resolution and service availability.
- Guide team in troubleshooting system behavior, data integrity, configuration changes, and performance issues.
- Manage and track incidents, root cause analysis, and permanent fixes via ITIL-based practices.
- Contribute to knowledge management: thorough maintenance of documentation, runbooks.
- Support onboarding and upskilling of new team members.
- Analyse and help with continuous improvement of outputs, value streams and processes.
Preferred Qualifications:
- 5+ years of experience in application/product support, system operations, or related fields.
- Prior experience leading and mentoring support teams.
- Familiarity with traffic management systems, IoT platforms, or large-scale public infrastructure software is a plus, but not mandatory.
- Working knowledge of Windows server environments, databases (MySQL, MSSQL), spreadsheets/reporting tools (Excel mandatory, Power BI preferred).
- Strong analytical skills and a problem-solving mindset, eye for process and output improvement. Has a can-do attitude.
- Excellent communication skills – both verbal and written.
- Experience working with international teams or customers is preferred.
- Familiarity with IT service management practices, ITIL (v3/4) certification strongly preferred.
If you are interested in one of our vacancies, please send your CV and motivation to: hrtvm@arstraffic.com
If you like to know more about working at ARS, please contact us at: 0471 6616755
