Team Lead - Application Management Retailer

YOUR RESPONSIBILITIES

You lead a team of 6-10 members with different cultural and educational backgrounds and are responsible for recruiting, career development and continuous feedback. You enable Tradebyte's Application Management Team for Retailer Business to effectively manage 2nd level support for incoming incidents and problems. You work with the wider operations, product and commercial organisation to establish sustainable processes for problem and incident management according to standard frameworks (ITIL). You set up and maintain an effective and scalable team that provides 2nd level support, monitoring and alerting, out of hours support and internal training. You create and maintain organisational processes, structures and tools that facilitate effective workflows and key operational metrics which you report. You support the team with major incident cases. You act as an ally to the business and product units by constantly collecting and aggregating feedback about recurring customer issues.

WHAT WE'RE LOOKING FOR

• You have previously led a technical or customer support team.
• You bring relevant work experience in application management, software operations and customer care, preferably in 2nd level technical support. Experience with 1st level customer-facing support processes is a plus.
• You are process driven and take ownership for driving continuous improvement.
• You are experienced in designing, operating, and continuously improving application management and support processes (SaaS software, enterprise IT or other).
• You are familiar with key operational metrics and actively use them to manage your team.
• You have a broad technical understanding of software systems and technologies (MySQL, XML/XSD, CSV, APIs, file systems and transfer mechanisms).
• Your empathy allows you to understand and consider the motivation and context of team members' and stakeholders' actions.
• You act cool-headed in difficult or stressful situations, communicate to the point and get internal and external stakeholders aligned quickly.

EMPLOYEE BENEFITS YOU'LL LOVE

We prioritise mobility concepts and strive to offer our talent as much flexibility as possible. We provide a hybrid working model within Germany, plus the option to work from abroad for up to 30 days per year. However, we would love to meet you in the office at least once to four times per month. Every year, you receive a specific budget to invest in your personal development, whether it's about enhancing soft or hard skills. Additionally, you have access to German or English classes to improve your language proficiency. If you have to move to Germany from another country, we support you with the visa process and finding an apartment so you have everything together before you start your job at Tradebyte. As a Zalando employee you profit from a 40% discount on Zalando and 30% on Zalando Lounge. Additionally, you profit from the company's success if you participate in Zalando's share programme. We offer a variety of health initiatives to support your well-being. Order a company bike, equip your home office, and enjoy free beverages and fruit in our offices.