Digital Support Lead

Q Mobility is hiring a Digital Support Lead to lead our L3 team, the final level of incident resolution for the Darb app and its backend services and integrations.

The role

• Lead and manage team of support specialists and developers.
• Own L3 incidents end to end across Darb, UPMS, CRM, Mpark and legacy systems, from root cause to closure within SLA.
• Coordinate App, Database, Development, Infrastructure and vendor teams to resolve incidents and prevent repeats.
• Report on SLA performance, recurring issues and escalation trends.

You'll bring

• 10+ years in IT operations, production support or incident/problem management, with hands-on ownership of live production issues.
• Experience running incident, problem and change management under SLA, including P1-P3 tickets, RCA and post-incident reviews.
• Strong backend diagnosis skills across APIs, databases, message queues and logs.
• Experience with Jira Service Management (or similar) and Splunk, ELK or Grafana.

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