Technical Analyst

need occasional travel across Europe.
Role:
• Build an end-to-end support process for a Restaurant Platform, starting with a Point of Sale system. This will include liaising with internal development teams and an outsourced L1/L2 team.
• Vendor Management of the outsourced L1/L2 support desk; ensuring SLA compliance & continuous improvement.
• Take lead of the L3 team ensuring a solid hand off to the engineers in L4 and internal SLOs are achieved for incident resolution.
• Document, implement and oversee an end-to-end support process for the entire lifecycle of the support/incident process. (L1 – L4)
• Gain alignment on internal SLOs for issue resolution and track/report against them.
• Create appropriate Sev 1/urgent issues processes, including notification, resource coverage and communication protocols
• Work with internal teams and the support vendor to increase first call resolution ensuring high quality support to our restaurants.
• Build a process for issue identification and root cause elimination to reduce support calls.
• Creating, updating, augmenting procedures and processes related to the identification, prioritization, and resolution of end user help requests. Overtime using this documentation to create a restaurant level support training/certification program.
• Oversee the creation of a dashboard and summary reports to demonstrate performance of the entire support process from L1 to L4 ensuring it is within SLA and SLO.
• Work cross functionally with product, engineers, vendors, brand technology, operations and field teams to optimize support processes
Qualifications: 

• Minimum of 5 years experience in leading/supervising technical helpdesk
• Understanding of common SLAs including ASA, FCR overall SLA, AHT, MTTR
• Experience in process creation and implementation
• Experience with agile development practices including testing
• Sufficient technical background to understand how systems integrate, hand off data and how to trace those systems attempt to triage hard to solve problems. 
• Educational background Comp Sci, Engineering, Business (with practical technical experience)
• Experience in retail, hospitality or QSR preferred 
• Ability to prioritize activities including time management and organizational skills. 
• Solid written, oral, and interpersonal communication skills
• Ability to present ideas in business-friendly and user-friendly language.
• Self-motivated and directed