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Description
Role and Responsibility:
Investigate and drive support resolution with senior external clients, internal stakeholders, and other Marquee engineering teams. Serve as a point of escalation for support issues.
Troubleshoot and resolve complex technical issues, collaborating with cross-functional teams as needed.
Manage escalations and incidents, directing the team and updating stakeholders. Able to dive in to resolve issues.
Manage staff rotas, schedules, and vacation planning.
Engage with stakeholders to assess needs and provide monthly reporting.
Ensure the team follows standard processes and monitors performance.
Provide mentorship and guidance to junior team members to ensure successful resolution of issues.
Continuously improve processes and systems to increase reliability and reduce risk.
Influence and suggest improvements on the roadmap for enhancing the Marquee client experience.
Key Criteria:
Must have a proven record of team leadership in a support environment.
Must have working knowledge and experience with Python or Java, debugging API calls, and working with UIs.
Must be willing to execute on support issues while also building out the function and automating resolution of repeat issues.
Able to dive in, pick up issues, solve them, or coordinate the response and follow through to resolution.
Perks and Benefits:
An employer pension scheme
25 days holiday plus statutory bank holidays, with the option to carry forward or cash in 5 days each year
Access to YuLife wellness platform, subscription to Meditopia app, premium subscription to Fiit, life coaching and emotional well-being sessions, 24/7 virtual GP access, and an employee assistance programme
Life insurance and income protection
Enhanced maternity and paternity pay
Cycle to work scheme
Travel loan scheme
A tech scheme which lets you choose from over 5000 tech products at up to a 12% discount
Free unlimited Udemy account for every employee to support their continuous learning and improvement
Support in obtaining relevant certifications
Job Type: Full-Time
Location: Birmingham, UK
Role tech stack
Life at
Apexon
Culture overview
We are global throughout and we encourage our people to embrace their passions, traditions and native spirit.
Apexon is not the same without our get-togethers, holiday parties, laughter, fun activities. We love to celebrate our bond as a multi-cultural family and our daily life at Apexon.
Employees at Apexon work hard to build a culture where everyone belongs regardless of race, sexual orientation, expression or gender. Apexon proudly supports diverse and inclusive communities that bring us together and ensure we feel supported at work.
If traveling the world, paving your own way, and making an impact is the kind of career you want, you’re the type of person we’re looking for.
Employee benefits
Bonus Scheme
Childcare Vouchers
Cycle To Work
Flexible Working
Laptop
Learning Allowance
Life Insurance
Pension
Season Ticket Loan
Travel Allowance
Wellbeing Programme
Office vibe
City Centre
Open Plan
Social Events
Location
Tech at
Apexon
Leadership
Martin Williams
Managing Director
Engineering principles
Agile Process
Code Reviews
Configuration management
Continuous delivery
Continuous Development
Continuous integration
Infrastructure as code
Knowledge sharing
Mentoring
Micro services
Monitoring and logging
OLAP
Open source contributor
Pair programming
Rapid release cycles
Refactoring
Scrum
Test Driven Development
Unit testing
Company tech stack
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