Do you have a passion for solving complex technical problems and ensuring high availability of critical systems? Are you eager to leverage your expertise to support Regnology's industry-leading software solutions? If so, join our SRE/Managed Services Team as Managed Services Operations Team Lead!

Regnology, a leading provider of software solutions for the financial services industry, is searching for a talented SRE Engineer to join our growing team. In this role, you will play a vital role in diagnosing, resolving, and preventing production incidents impacting our clients' operations.

 Your key accountabilities are:

• Team Coordination:
  • Lead a team of system administrators, distribute tasks, set priorities, and ensure timely completion of projects.
  • Motivate a team of Managed Services professionals (System Administrators), providing guidance and support.
  • Facilitate daily team stand-ups, manage resource allocation to ensure support and coverage on the upcoming tickets
  • Conduct performance reviews, provide feedback, and support career development for team members.
  • Foster a collaborative, positive, and results-driven team environment.
• Process Optimization:
  • Identify areas for process improvement and implement best practices to enhance efficiency in system administration and IT operations.
  • Identify and address operational issues and challenges proactively.
  • Develop and implement operational processes and procedures to optimize efficiency and effectiveness.
• Client Support:
  • Provide second-tier support for complex client issues, ensuring high levels of customer satisfaction and timely resolution.
  • Ensure clients are informed of ongoing maintenance, outages, or updates and root cause of the issues.
  • Manage and coordinate incident response and problem resolution processes.
  • Monitor service level agreements (SLAs) and ensure compliance with client requirements.
• Project Management:
  • Oversee technical projects, ensuring that goals are met and projects are delivered on time.
  • Oversee root cause analysis of recurring incidents, make sure they either taken care of within the team or are addressed to the R&D department in case of software bugs/issues.
• Collaboration:
  • Work closely with other departments, including IT support and development teams, to ensure smooth cross-functional collaboration.
• Documentation and Reporting:
  • Ensure that all IT processes and projects are well-documented and maintain regular reports on team performance and system uptime.
  • Ensure proper documentation of incidents, technical procedures, onboarding and knowledge sharing within the team.
• Technical Leadership:
  •  Serve as the point of escalation for technical issues, troubleshooting problems, and guiding the team in implementing solutions.