Software Support and Maintenance Lead - Napoli - Ibrido

Offerta

• 8+ years leading Support/Operations and/or Software Delivery teams in production environments on international projects (10+ ideal).
• Proven ability to manage customer relationships for L2 support services.
• ITIL 4 Foundation required; ITIL Managing Professional and/or ISO/IEC 20000 exposure a plus.
• Hands‑on with ITSM platforms (Jira Service Management or ServiceNow): queues, SLAs, workflows, dashboards.
• Working knowledge of modern software stacks and architectures (e.g., Java/Spring, REST APIs, SQL, front‑end) to read logs/stack traces, guide triage and challenge solutions (coding not required).
• Experience with CI/CD & release processes and tools (GitLab/Jenkins), APM/monitoring (Datadog/New Relic), and log analytics (ELK/Graylog).
• Demonstrated leadership of major incidents and post‑incident reviews.
• Strong analytical mindset (Excel/BI/Power BI) and executive communication skills in English (Italian is a plus).
• Certifications: ISTQB, PMP/PRINCE2, ISO 27001 awareness, SRE fundamentals (nice to have).

Competenze ed esperienza

• Act as Process Owner for Support Service ensuring alignment with ITIL/ISO recommendations.
• Define processes, guidelines and policy to provide a standardized service to all customers.
• Run daily operation via Service Desk Lead, Release & Test Lead coordinator and Client Delivery Mgrs, remove blockers and balance workload.
• Accountable for major‑incident war room and post‑incident review; drive fast recovery and clear stakeholder comms.
• Control Service performance & observability by ensuring proactive monitoring (APM/logs), SLOs and budgets; trigger Problem Management for recurring issues.
• Maintain and publish the Service Performance Dashboard (SLA, TimeTR, backlog aging, defect trends, CSAT/XLA, cost‑per‑ticket).
• Partner with Client Delivery Managers to lead monthly/quarterly service reviews with customers; align on SLA/XLA and action plans.
• Own the Capacity Plan & Skill Matrix adjusting staffing, shifts and on‑call according to volume and SLA trends.
• Assess and approve Training, Tooling and Automation initiatives that raise service quality or efficiency.
• Keep control of hours spent against allocated budget for Support services.
• Manage first level of escalation between internal teams or between customer and client's support.
• Collaborate with Project Manager for the introduction of new services or new products.
• Support Service Roadmap & Budget reviews, forecast OPEX and cost‑saving.
• Report monthly to Service Unit Director (exec summary + CSI roadmap).

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