Global Support Manager

The Company   

Oneview Healthcare is a global software company, working with hospitals and senior care facilities around the world. Our platform helps caregivers to make real-time care decisions while improving care coordination and workflows. At Oneview, we empower patients to become active participants in their own health care. With hospital installations all over the globe, we know what it takes to organize systems, data, and people to add value and improve the quality of the healthcare experience.   

The Role   

The successful candidate will be joining our customer support in our Chicago office leading a team of support members in the United States, Ireland, and Australia. The successful candidate for this role will be customer-orientated, comfortable being in front of and presenting to customers, and passionate about putting customer satisfaction and patients first. The goal is to make sure that customer value is maintained, and service level commitments are consistently met. 

Responsibilities & Accountabilities:   

• Managing a growing team of support desk engineers, whilst contributing towards improving our support process. 
• Prepare, manage, and present customer support results and roadmaps to external clients. 

• Develop support team best practices, processes, and standardizations for a Global Support team. 
• Manage, lead, and grow the skills of your team and provide regular feedback, reviews, and career growth to your team. 
• Proactively monitor SLA (Service Level Agreement) agreements per site and ensure that where tickets are open, you proactively identify where an SLA may be at risk and that in conjunction with your team, you implement corrective action to ensure that there are no breaches. 
• Manage work assignments and scheduling of team. Meet and work towards exceeding internal Service level agreements, addressing team issues and escalations as needed.   
• Proactively respond to escalations from the team, collaborate and work together in resolving complex issues and maintain communication channels internally and externally  
• Monitor and track tickets triage process, make sure correct information is recorded on the tickets so that support report displays correct and accurate fault reporting.  
• Review and update current processes, procedures, and knowledge articles to achieve efficient and effective support. Proactively identify gaps in tooling and processes and put in place actions to resolve gaps.  
• Analyzing incidents to highlight trends where repeat issues are occurring. Run root cause analysis workshops based on the outputs of analysis with the relevant stakeholders to put in place a set of actions to ensure long term solutions are in place to bring down the number of recurring issues. Track these actions and escalate where appropriate.  
• Assuring all Oneview Healthcare customers are provided efficient, friendly, and timely support on a follow the sun around the clock basis.   
• Lead the team with key tasks and initiatives. Work side by side with QA team, SRE and development teams to help figure out resolutions. Test internal tools and participate in UAT so that knowledge can be captured on product workflow. Retain knowledge and cross train team members on new and existing products and technologies  

Requirements:  

• Excellent communication skills are essential.   
• Relevant experience working as a Support Manager or team lead in technical support, application support, or similar SaaS support environment. 
• A strong understanding of Support Process in an ITIL or similar environment.  
• Relevant qualification in Computer Science or similar related discipline and/or a minimum of 3+ years relevant work experience.   
• Knowledge of Microsoft Technologies - MSSQL, Web Applications, Windows Server and Azure Cloud Infrastructure is desirable.  
• Knowledge of Microservices, Message brokers, API architecture is beneficial.  
• Scripting skills - PowerShell or similar is desirable.  
• Knowledge of enterprise monitoring tools – Datadog or similar    

• Networking knowledge in Routing and Switching (VLAN, DHCP, DNS)   
• Experience working with Android and Windows hardware is beneficial   
• Experience with AirWatch / Workspace ONE or any other Mobile device management tool is beneficial.    
• Knowledge of Healthcare System, HL7 standards and integration engines (Mirth) is beneficial.  
• An understanding of the importance of information security in every process in Oneview Healthcare.   
• Excellent interpersonal communication skills including flexibility with a diverse customer base across the world.  
• Comfortable working in rotating shift patterns including weekend work and Public Holidays.  
• Comfortable with a small amount of customer travel and the requirement to go on-site as and when needed (this is rare but can be required).  

What is in it for you?  

• Competitive salary and benefits  
• Quarterly performance review cycles to allow for real time feedback   
• Career development opportunities with all roles having a career path from day one  
• Comprehensive learning and development opportunities  
• Work-life balance
• Collaborative and passionate colleagues all over the globe