Tier III Software Support Lead - SQL, ASP.Net

Tier III Software Support Lead - SQL, ASP.Net
Southampton
£50,000 per annum plus pension scheme

Company Background:

We are one of the fastest growing software companies in the life sciences industry. The team is responsible for producing software used in early stage Clinical Trials and operates in a challenging, highly regulated and audited environment.

Position Summary:

The Tier III Support Lead is in charge of managing and resolving production issues that occur in the use of our software products. This person is the primary liaison between Customer Care representatives and the software development team.

Personal Qualities:

High energy with a conscientious attitude; ability to empathise with the customer perspective while also being disciplined in prioritising multiple simultaneous requests; outstanding diagnostic skills; excellent communication skills with technical and non-technical personnel alike; ability to work calmly under pressure.

Responsibilities:

- Processes and prioritises production issues from the escalation queue.
- Works on issues from the queue, or delegates them to other team members.
- For issues that can be resolved via database scripts, develops both diagnostic and corrective scripts. Also code reviews scripts developed by other team members.
- For issues that require a software fix, defines the diagnostic and reproducible case for the product development team. Occasionally fixes the defect personally.
- Manages the communication and ticket tracking between the Tier III support team and the Operations and Product Development teams.
- Provides status updates at regular Operations meetings.
- Provides advice on improvements to the software product to improve quality over time.

Skills Needed:

- Analytic and diagnostic skills to determine root cause for all issues
- Microsoft SQL Server 2008 or later
- Microsoft ASP.NET
- HTML and JavaScript
- Excellent time management

Qualifications Needed:

- Bachelors degree in Computer Science or equivalent
- At least five years of experience in a production support role
- At least two years of management or team lead experience

You may have worked in the following capacities:
Software Engineer, Software Developer, Software Programmer, Lead Software Support, Software Support Analyst Lead

Interested? Just Apply Below...

In 2005 we ripped up the rule book to deliver a recruitment agency experience that makes everyone feel just that little bit happier. By applying you consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. Good luck, Team RR.