Join Servus Credit Union - Canada’s Largest Credit Union! We are hiring for a full-time Technical Lead - Payments to join our Responsive Banking Solutions Platforms Team! Posting closes: April 15, 2026, end of day Employment Status: Full-time; 37.5 hours per week; Remote First At Servus Credit Union, we do things differently—because we’re a credit union, not a bank. And that difference matters. We believe in putting people before profits, which is why our members are also our owners. Every dollar we earn is reinvested into the things that matter most: our members, our employees, and our communities. Whether it’s through profit sharing, competitive rates, or local initiatives that make a real impact, we’re here to help Albertans feel good about their money. We’re looking for passionate, values-driven people to join our team. We welcome individuals from all backgrounds who are aligned with our values and are eager to contribute in meaningful ways. If you're excited to grow your career with a team that’s innovative, hardworking, collaborative and deeply rooted in community, we want to meet you. Join Servus and discover a better way to work. The Technical Lead – Payments is a senior-level technical leadership role accountable for the design, delivery, integration, and ongoing evolution of enterprise payment platforms and services. The role provides hands-on technical leadership for systems supporting Canadian payment rails and emerging payment capabilities, ensuring platforms are secure, resilient, scalable, and compliant with regulatory and industry standards. The Technical Lead – Payments acts as a key technology partner to Payment Product and Payment Operations, collaborating early and continuously to understand business needs, operational challenges, and product objectives. This role is accountable for helping define, shape, and recommend fit‑for‑purpose technology solutions that address business problems, enable product capabilities, and support efficient, scalable payment operations. The Technical Lead ensures that business requirements are translated into clear technical designs that balance member experience, operational efficiency, risk, and long‑term platform sustainability Working closely with Enterprise and Solution Architects, the Technical Lead – Payments drives end-to-end technical delivery across real-time and batch payment services, including integrations with external networks, internal core banking systems, digital channels, fraud platforms, and downstream financial systems. The role balances modernization and innovation with the operational rigor required for mission-critical, member-facing payment services. A core focus of this position is advancing payments maturity—from dependable batch-based processing toward always-on, ISO 20022–aligned, and real-time payment capabilities—while recognizing the shared-service, vendor, and scale considerations typical of a credit union environment. What You'll be Doing: Payments Platform Leadership - Provide technical leadership for systems supporting Canadian payment rails including Interac e-Transfer®, Interac Debit, EFT (ACSS), Real-Time Rail (RTR), and cheque imaging, in alignment with Payments Canada rules and standards - Lead design decisions that ensure high availability, low latency, resiliency, and scalability for member-facing and back-office payment services - Own technical oversight for payment processing flows including initiation, validation, clearing, settlement, reconciliation, returns, reversals, and exception handling Business and Product Partnership - Partner closely with Payment Product and Payment Operations to understand business goals, regulatory drivers, and operational pain points, and to jointly define technology solutions that meet business needs and requirements - Translate product concepts, operational needs, and regulatory requirements into clear technical options, solution designs, and delivery approaches - Act as a trusted advisor to Product and Operations, providing input on feasibility, trade‑offs, risk, cost, and long‑term implications of technology decisions - Support the evolution of payment products and services by identifying technology opportunities that improve member experience, operational efficiency, and resilience System Integration and Modernization - Lead integrations with Payments Canada–operated systems (ACSS, Lynx, RTR), Interac services, and external payment gateways - Drive adoption and coexistence strategies for ISO 20022 messaging, supporting migration, translation, and backward compatibility across payment ecosystems - Modernize legacy payment services to support 24x7 operations, improved observability, and future payment innovation while reducing technical debt CI/CD, DevSecOps, and Reliability - Lead and continuously improve CI/CD pipelines for payment platforms, enabling frequent, low-risk deployments while maintaining strict security and compliance standards - Ensure strong alignment with DevSecOps principles, including secure coding, automated testing, vulnerability management, and audit readiness - Champion system observability, including monitoring, alerting, logging, and performance metrics, with appropriate handling of sensitive and regulated data Risk, Compliance, and Fraud Enablement - Partner closely with Payment Operations, Risk, Fraud, and Compliance teams to ensure payment platforms support AML/ATF controls, fraud detection, real-time monitoring, and regulatory reporting requirements - Ensure solutions meet Canadian regulatory expectations, clearing rules, settlement timelines, and data residency requirements Team Leadership and Delivery Excellence - Provide technical leadership and mentorship to software developers, systems analysts, and QA analysts, promoting best practices in secure coding, performance optimization, and resilient design - Collaborate with Agile Delivery Leads, Partners, Vendors to ensure payment platform priorities, technical health, and operational risks are effectively represented and prioritized in the backlog - Act as a senior technical escalation point for complex payment issues, incidents, and architectural decisions - Maintain strong Vendor relationships focused on supporting Servus’s needs within the broader payment ecosystem What you Bring: Experience and Education - 6+ years of experience in a senior software engineering or technical lead role supporting complex, mission-critical platforms - Completed a relevant certificate, diploma, degree, or professional designation; an equivalent combination of education and experience will be considered - Demonstrated experience leading technical teams and delivering high-availability systems - Knowledge of relevant legislation and regulations related to privacy, PII, and anti-money laundering Payments-Specific Knowledge and Experience - Hands-on experience with the Canadian payments ecosystem, including Interac services, Payments Canada, and major payment gateways - Strong understanding of retail and wholesale payment flows, clearing & settlement cycles, reconciliation, and exception handling - Experience supporting both real-time and batch payment processing models Technical Skills - Deep knowledge of modern application development and integration patterns, including APIs, microservices, and event-driven architectures - Strong experience with source control (Git) and CI/CD platforms such as Azure DevOps or GitLab - Proficiency in common enterprise programming languages and data technologies (e.g., Java, C#, SQL, JavaScript/TypeScript) - Understanding of when and how low-code platforms (e.g., OutSystems) can be leveraged for high-velocity, high-quality delivery Agile and Ways of Working - Strong experience working in Agile delivery environments using tools such as Azure DevOps, JIRA, and Confluence - Excellent analytical, problem-solving, and communication skills - Proven ability to work effectively with vendors and external partners Market and Industry Context (Payments & Open Banking) In addition to current Canadian payment rails, the Technical Lead – Payments is expected to consider evolving market trends and regulatory directions, including: - Real-Time Payments: Increasing consumer and business expectations for always-on, instant payment experiences and immediate funds availability - ISO 20022 Expansion: Broader use of rich data messaging to support enhanced reconciliation, fraud detection, and analytics - Open Banking / Consumer-Directed Finance: Emerging requirements to securely expose payment initiation and data services via APIs, enabling interoperability with fintechs and third-party providers - Embedded Payments: Growth of payments embedded within digital and partner ecosystems, requiring secure, scalable API-based integrations - Operational Resilience: Heightened regulatory and industry focus on resiliency, cyber security, and incident response for critical payment infrastructure The Technical Lead – Payments ensures Servus’s payment platforms are well-positioned to respond to these trends while maintaining strong governance, risk management, and member experience. Licenses and Certifications: - Bachelor’s or Master’s Degree in Computer Science, Software Engineering, or Information Systems: A strong educational background in software engineering or information systems, with a focus on designing and managing large-scale, complex mission-critical systems. Well documented relevant experience will also be considered. Other Role Requirements: - Ability to work in an Agile environment - Excellent Attention to Detail - Excellent problem-Solving capabilities - Effective Communication - Vendor Relationship Management - Work arrangement: Remote first - On occasion, may be asked to travel within Alberta for in-person meetings - On occasion, may be asked to work outside of regular business hours (evening or weekend) to support banking system releases Why Servus? Working for Servus has outstanding benefits. In addition to standard benefits like health and wellness, vacation and retirement savings programs, we also provide other important benefits such as: - Competitive compensation including performance-based incentive pay and profit share - Training & Development Opportunities - Career Advancement Potential - Flexible work options - Meaningful work towards individual and corporate goals  - Opportunities to get involved and give back through an employee volunteer program At Servus, our employees are also members. This means you'll have all the benefits of being a member of the credit union including profit sharing, voting for the board of directors, and all of the financial services we provide…with a few additional perks! What happens next? We thank all applicants for their interest. Please note applications will only be accepted online and only those applicants under consideration will be contacted. At Servus Credit Union, we believe in being purposefully cooperative and working together to create a culture of Belonging for everyone. We are committed to an inclusive, equitable, and accessible workplace where everyone is valued, respected, and supported. We encourage applications from individuals of all backgrounds, and accommodations are available during every stage of the hiring process upon request. Your skills, passion and curiosity may find they belong at Servus, so even if you don't check every box, we encourage you to apply! Employment Eligibility: The selected candidate(s) must successfully pass a criminal background check, reference check and credit check to qualify for hire by Servus Credit Union. Qualified applicants are invited to apply online. We thank all applicants for their interest. Please note applications will only be accepted online and only those applicants under consideration will be contacted. #indh

A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact.  - We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET’S START WITH OUR VALUES - Meaningful connections start with AUTHENTICITY - We do our best work by being CURIOUS - We grow by remaining DYNAMIC - Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE  - At the heart of great partnerships we’ll always find EMPATHY WHAT IS YOUR ROLE As the Team Captain, Technical Support you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time.  You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with Technical Support teams. WHY DO WE WANT YOU We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic. WHAT WILL YOU DO People Development - Identify growth and development opportunities for team members to enable career progression and self-development - Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals - QA Audits to ensure performance is met - Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be - Holds a high bar to ensure teammates meet or exceed their KPIs, with an exceptional standard of quality Team Management - Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases - Ensure that team members are properly trained and working consistently to meet client needs - Ensure that the team meets company and client-specific KPI targets through product/service training - Determining work requirements and developing work schedules for the team. - Delegating tasks and achieving daily, weekly, and monthly goals. - Monitor real time performance of teammates productivity. - Own the regular review of performance dashboards, ensuring data accuracy, timely reporting, and actionable insights. - Use performance metrics to drive accountability and celebrate team wins. Internal Coordination - Identifying risks and forming contingency plans as soon as possible. - Analyzing existing operations and scheduling training sessions and meetings to discuss improvements. - Keeping up-to-date with industry trends and developments. - Updating work schedules and performing troubleshooting as required. - Motivating staff and creating a space where they can ask questions and voice their concerns. - Being transparent with the team about challenges, failures, and successes. External Communications - Be familiar with the client’s key contacts, unique requirements, and operating processes - Demonstrate mastery on the company and client’s offerings (i.e. its product and services) - Understand, investigate, and solve any complex client requests or complaints - Identify opportunities for continuous improvement and scaling growth. - Writing progress reports and delivering presentations to the relevant stakeholders. - Act as the point of escalation for complex or sensitive customer issues, ensuring timely and effective resolution. - Coordinate crisis or incident response protocols with relevant teams

Job overview: The Technical Support Team Leader oversees the proper management of technical support operations, facilitates communication between internal teams (T2, R&D, Pro Services, Customer Services, etc.) across LATAM, and also acts as an internal Genetec coordinator for process compliance and stakeholder engagement. What your day will look like: Technical Support Operations Management - Monitor team and individual performance indicators (KPIs): Level 1 focus: 1BDR (Business Day Resolution), 1 Week DR, Customer follow-up, CSAT, etc. - Encourage a collaborative approach within the team on support cases to ensure the correct analytical approach is adopted - Support Genetec key accounts - Transfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases faster - Anticipate task conflicts and organizational changes based on priorities - Manage escalations with CX Manager Escalation Coordination with R&D, T2 level, Project Managers - Handle the most complex cases and strategic customers - Allocate support resources accordingly - Coordinate activities and information flow between Genetec functional teams and customers (e.g., Product Management, R&D, Sales, and Sales Engineering) on SWAT tasks - Participate in risk and impact assessment and mitigation - Provide internal technical feedback to product groups (IPG) - Actively contribute through close follow-up to reducing SWAT TTR Team Management - Assist the CX Manager in evaluating team and individual performance - Ensure the team’s product knowledge level is sufficient and suggest necessary training and actions (coaching, observation, mentoring) - Contribute to the hiring process - Ensure team members actively participate in scheduled team meetings (stand-ups, retrospectives, grooming, etc.) - Responsible for training and onboarding new team members on tools, systems, and procedures - Address interpersonal issues within the team - Dedicate time to mentoring support engineers Support Practices and Processes - Ensure all processes are known and applied - Strive to improve processes for greater efficiency - Develop preventive and proactive services - Ensure best practices in the use of management and operational tools (CRM, SWAT, Five9, etc.) More about you: - Knowledge of Genetec products - Knowledge of Genetec customers - Knowledge of Windows operating systems - Understanding of IP networking principles - Knowledge of low-latency electrical circuits - Knowledge of PC configuration and troubleshooting - General IT knowledge - Network knowledge (Switches, Routers, etc.) - MCSE, CCNA certifications - 24/7 availability may be required - Candidate must be proficient in English, Portuguese, and Spanish Let’s talk perks! - Language classes - Transportation and food allowances - Gym pass - Health and Dental plan - Life Insurance Genetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds. --------------------------------------------------------------------------------------------------- Descripción del puesto: El jefe del equipo de asistencia técnica supervisa la gestión adecuada de las operaciones de asistencia técnica, facilita la comunicación entre los equipos internos (T2, I+D, Servicios Profesionales, Atención al Cliente, etc.) en toda Latinoamérica y actúa además como coordinador interno de Genetec en materia de cumplimiento de procesos y colaboración con las partes interesadas. Cómo será tu día a día: Gestión de operaciones de soporte técnico - Supervisar los indicadores clave de rendimiento (KPI) del equipo y de cada empleado: En el nivel 1, se presta especial atención a: resolución en un día laborable (1BDR), resolución en una semana (1 Week DR), seguimiento de clientes, índice de satisfacción del cliente (CSAT), etc. - Fomentar un enfoque colaborativo dentro del equipo en los casos de soporte para garantizar que se adopta el enfoque analítico correcto - Dar soporte a las cuentas clave de Genetec - Transmitir habilidades analíticas y de resolución de problemas técnicos a los ingenieros de soporte para ayudarles a gestionar y resolver los casos más rápidamente - Anticipar conflictos de tareas y cambios organizativos en función de las prioridades - Gestionar las escalaciones con el responsable de CX Coordinación de escalaciones con I+D, nivel T2 y jefes de proyecto - Gestionar los casos más complejos y los clientes estratégicos - Asignar los recursos de soporte adecuadamente - Coordinar las actividades y el flujo de información entre los equipos funcionales de Genetec y los clientes (por ejemplo, Gestión de Productos, I+D, Ventas e Ingeniería de Ventas) en las tareas del SWAT - Participar en la evaluación y mitigación de riesgos e impactos - Proporcionar feedback técnico interno a los grupos de producto (IPG) - Contribuir activamente, mediante un seguimiento exhaustivo, a reducir el TTR del SWAT Gestión del equipo - Ayudar al responsable de CX a evaluar el rendimiento del equipo y de cada miembro - Asegurarse de que el nivel de conocimiento del producto por parte del equipo sea el adecuado y sugerir la formación y las medidas necesarias (coaching, observación, tutoría) - Colaborar en el proceso de selección de personal - Asegurarse de que los miembros del equipo participen activamente en las reuniones programadas (reuniones diarias, retrospectivas, grooming, etc.) - Responsable de la formación y la incorporación de nuevos miembros del equipo en herramientas, sistemas y procedimientos - Abordar los problemas interpersonales dentro del equipo - Dedicar tiempo a la tutoría de los ingenieros de soporte Prácticas y procesos de soporte - Asegurarse de que se conozcan y apliquen todos los procesos - Esforzarse por mejorar los procesos para lograr una mayor eficiencia - Desarrollar servicios preventivos y proactivos - Garantizar las mejores prácticas en el uso de herramientas de gestión y operativas (CRM, SWAT, Five9, etc.) Un poco más sobre ti: - Conocimiento de los productos de Genetec - Conocimiento de los clientes de Genetec - Conocimiento de los sistemas operativos Windows - Comprensión de los principios de las redes IP - Conocimiento de circuitos eléctricos de baja latencia - Conocimiento de la configuración y resolución de problemas de PC - Conocimientos generales de TI - Conocimientos de redes (conmutadores, enrutadores, etc.) - Certificaciones MCSE y CCNA - Puede ser necesaria disponibilidad las 24 horas del día, los 7 días de la semana - El candidato debe dominar el inglés, el portugués y el español ¡Hablemos de beneficios! - Clases de idioma - Asignaciones para transporte y alimentación - Pase de gimnasio - Plan de salud y dental - Seguro de Vida Genetec es un empleador que ofrece igualdad de oportunidades, nos esforzamos por lograr la diversidad y la inclusión a través de nuestro enfoque de contratación, así como de la capacitación y el desarrollo profesional que brindamos. Nos asociamos con asociaciones externas e implementamos iniciativas internas para brindar un ambiente de trabajo acogedor para empleados de todos los orígenes. --------------------------------------------------------------------------------------------------- Visão geral da vaga: O líder da equipe de suporte técnico supervisiona a gestão adequada das operações de suporte técnico, facilita a comunicação entre as equipes internas (T2, P&D, Serviços Profissionais, Atendimento ao Cliente, etc.) em toda a América Latina e também atua como coordenador interno da Genetec para a conformidade de processos e o envolvimento das partes interessadas. Como será o seu dia a dia: Gestão de Operações de Suporte Técnico - Monitorar os indicadores de desempenho (KPIs) da equipe e individuais: Foco no Nível 1: Resolução em 1 dia útil (1BDR), Resolução em 1 semana (1 Week DR), Acompanhamento do cliente, CSAT, etc. - Incentivar uma abordagem colaborativa dentro da equipe em casos de suporte para garantir que a abordagem analítica correta seja adotada - Apoiar as principais contas da Genetec - Transferir habilidades analíticas e de resolução de problemas técnicos para os engenheiros de suporte, a fim de ajudá-los a gerenciar e resolver casos mais rapidamente - Antecipar conflitos de tarefas e mudanças organizacionais com base nas prioridades - Gerenciar escalações com o Gerente de Experiência do Cliente (CX) Coordenação de escalações com P&D, nível T2 e Gerentes de Projeto - Lidar com os casos mais complexos e clientes estratégicos - Alocar recursos de suporte de acordo com as necessidades - Coordenar atividades e fluxo de informações entre as equipes funcionais da Genetec e os clientes (por exemplo, Gestão de Produtos, P&D, Vendas e Engenharia de Vendas) em tarefas da SWAT - Participar da avaliação e mitigação de riscos e impactos - Fornecer feedback técnico interno aos grupos de produtos (IPG) - Contribuir ativamente, por meio de acompanhamento próximo, para a redução do TTR da SWAT Gestão da equipe - Auxiliar o Gerente de Experiência do Cliente (CX) na avaliação do desempenho da equipe e individual - Garantir que o nível de conhecimento do produto da equipe seja adequado e sugerir treinamentos e ações necessárias (coaching, observação, mentoria) - Contribuir para o processo de contratação - Garantir que os membros da equipe participem ativamente das reuniões agendadas (stand-ups, retrospectivas, grooming, etc.) - Responsável pelo treinamento e integração de novos membros da equipe em ferramentas, sistemas e procedimentos - Lidar com questões interpessoais dentro da equipe - Dedicar tempo à orientação de engenheiros de suporte Práticas e Processos de Suporte - Garantir que todos os processos sejam conhecidos e aplicados - Esforçar-se para melhorar os processos visando maior eficiência - Desenvolver serviços preventivos e proativos - Garantir as melhores práticas no uso de ferramentas de gestão e operacionais (CRM, SWAT, Five9, etc.) Um pouco mais sobre você: - Conhecimento dos produtos Genetec - Conhecimento dos clientes da Genetec - Conhecimento dos sistemas operacionais Windows - Compreensão dos princípios de redes IP - Conhecimento de circuitos elétricos de baixa latência - Conhecimento de configuração e solução de problemas em PCs - Conhecimentos gerais de TI - Conhecimento de redes (switches, roteadores, etc.) - Certificações MCSE, CCNA - Pode ser necessária disponibilidade 24 horas por dia, 7 dias por semana - O candidato deve ser proficiente em inglês, português e espanhol Vamos falar dos benefícios! - Aulas de idiomas - Auxílio-transporte e auxílio-alimentação - Passe de academia - Plano de saúde e odontológico - Seguro de vida A Genetec é uma empresa que oferece igualdade de oportunidades; nos esforçamos para promover a diversidade e a inclusão por meio de nossa abordagem de contratação, bem como da capacitação e do desenvolvimento profissional que oferecemos. Estabelecemos parcerias com associações externas e implementamos iniciativas internas para proporcionar um ambiente de trabalho acolhedor para funcionários de todas as origens.

Job overview: The Technical Support Team Leader oversees the proper management of technical support operations, facilitates communication between internal teams (T2, R&D, Pro Services, Customer Services, etc.) across LATAM, and also acts as an internal Genetec coordinator for process compliance and stakeholder engagement. What your day will look like: Technical Support Operations Management - Monitor team and individual performance indicators (KPIs): Level 1 focus: 1BDR (Business Day Resolution), 1 Week DR, Customer follow-up, CSAT, etc. - Encourage a collaborative approach within the team on support cases to ensure the correct analytical approach is adopted - Support Genetec key accounts - Transfer analytical and technical troubleshooting skills to support engineers to help them manage and resolve cases faster - Anticipate task conflicts and organizational changes based on priorities - Manage escalations with CX Manager Escalation Coordination with R&D, T2 level, Project Managers - Handle the most complex cases and strategic customers - Allocate support resources accordingly - Coordinate activities and information flow between Genetec functional teams and customers (e.g., Product Management, R&D, Sales, and Sales Engineering) on SWAT tasks - Participate in risk and impact assessment and mitigation - Provide internal technical feedback to product groups (IPG) - Actively contribute through close follow-up to reducing SWAT TTR Team Management - Assist the CX Manager in evaluating team and individual performance - Ensure the team’s product knowledge level is sufficient and suggest necessary training and actions (coaching, observation, mentoring) - Contribute to the hiring process - Ensure team members actively participate in scheduled team meetings (stand-ups, retrospectives, grooming, etc.) - Responsible for training and onboarding new team members on tools, systems, and procedures - Address interpersonal issues within the team - Dedicate time to mentoring support engineers Support Practices and Processes - Ensure all processes are known and applied - Strive to improve processes for greater efficiency - Develop preventive and proactive services - Ensure best practices in the use of management and operational tools (CRM, SWAT, Five9, etc.) More about you: - Knowledge of Genetec products - Knowledge of Genetec customers - Knowledge of Windows operating systems - Understanding of IP networking principles - Knowledge of low-latency electrical circuits - Knowledge of PC configuration and troubleshooting - General IT knowledge - Network knowledge (Switches, Routers, etc.) - MCSE, CCNA certifications - 24/7 availability may be required - Candidate must be proficient in English, Portuguese, and Spanish Let’s talk perks! - Language classes - Transportation and food allowances - Gym pass - Health and Dental plan - Life Insurance Genetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds. --------------------------------------------------------------------------------------------------- Descripción del puesto: El jefe del equipo de asistencia técnica supervisa la gestión adecuada de las operaciones de asistencia técnica, facilita la comunicación entre los equipos internos (T2, I+D, Servicios Profesionales, Atención al Cliente, etc.) en toda Latinoamérica y actúa además como coordinador interno de Genetec en materia de cumplimiento de procesos y colaboración con las partes interesadas. Cómo será tu día a día: Gestión de operaciones de soporte técnico - Supervisar los indicadores clave de rendimiento (KPI) del equipo y de cada empleado: En el nivel 1, se presta especial atención a: resolución en un día laborable (1BDR), resolución en una semana (1 Week DR), seguimiento de clientes, índice de satisfacción del cliente (CSAT), etc. - Fomentar un enfoque colaborativo dentro del equipo en los casos de soporte para garantizar que se adopta el enfoque analítico correcto - Dar soporte a las cuentas clave de Genetec - Transmitir habilidades analíticas y de resolución de problemas técnicos a los ingenieros de soporte para ayudarles a gestionar y resolver los casos más rápidamente - Anticipar conflictos de tareas y cambios organizativos en función de las prioridades - Gestionar las escalaciones con el responsable de CX Coordinación de escalaciones con I+D, nivel T2 y jefes de proyecto - Gestionar los casos más complejos y los clientes estratégicos - Asignar los recursos de soporte adecuadamente - Coordinar las actividades y el flujo de información entre los equipos funcionales de Genetec y los clientes (por ejemplo, Gestión de Productos, I+D, Ventas e Ingeniería de Ventas) en las tareas del SWAT - Participar en la evaluación y mitigación de riesgos e impactos - Proporcionar feedback técnico interno a los grupos de producto (IPG) - Contribuir activamente, mediante un seguimiento exhaustivo, a reducir el TTR del SWAT Gestión del equipo - Ayudar al responsable de CX a evaluar el rendimiento del equipo y de cada miembro - Asegurarse de que el nivel de conocimiento del producto por parte del equipo sea el adecuado y sugerir la formación y las medidas necesarias (coaching, observación, tutoría) - Colaborar en el proceso de selección de personal - Asegurarse de que los miembros del equipo participen activamente en las reuniones programadas (reuniones diarias, retrospectivas, grooming, etc.) - Responsable de la formación y la incorporación de nuevos miembros del equipo en herramientas, sistemas y procedimientos - Abordar los problemas interpersonales dentro del equipo - Dedicar tiempo a la tutoría de los ingenieros de soporte Prácticas y procesos de soporte - Asegurarse de que se conozcan y apliquen todos los procesos - Esforzarse por mejorar los procesos para lograr una mayor eficiencia - Desarrollar servicios preventivos y proactivos - Garantizar las mejores prácticas en el uso de herramientas de gestión y operativas (CRM, SWAT, Five9, etc.) Un poco más sobre ti: - Conocimiento de los productos de Genetec - Conocimiento de los clientes de Genetec - Conocimiento de los sistemas operativos Windows - Comprensión de los principios de las redes IP - Conocimiento de circuitos eléctricos de baja latencia - Conocimiento de la configuración y resolución de problemas de PC - Conocimientos generales de TI - Conocimientos de redes (conmutadores, enrutadores, etc.) - Certificaciones MCSE y CCNA - Puede ser necesaria disponibilidad las 24 horas del día, los 7 días de la semana - El candidato debe dominar el inglés, el portugués y el español ¡Hablemos de beneficios! - Clases de idioma - Asignaciones para transporte y alimentación - Pase de gimnasio - Plan de salud y dental - Seguro de Vida Genetec es un empleador que ofrece igualdad de oportunidades, nos esforzamos por lograr la diversidad y la inclusión a través de nuestro enfoque de contratación, así como de la capacitación y el desarrollo profesional que brindamos. Nos asociamos con asociaciones externas e implementamos iniciativas internas para brindar un ambiente de trabajo acogedor para empleados de todos los orígenes. --------------------------------------------------------------------------------------------------- Visão geral da vaga: O líder da equipe de suporte técnico supervisiona a gestão adequada das operações de suporte técnico, facilita a comunicação entre as equipes internas (T2, P&D, Serviços Profissionais, Atendimento ao Cliente, etc.) em toda a América Latina e também atua como coordenador interno da Genetec para a conformidade de processos e o envolvimento das partes interessadas. Como será o seu dia a dia: Gestão de Operações de Suporte Técnico - Monitorar os indicadores de desempenho (KPIs) da equipe e individuais: Foco no Nível 1: Resolução em 1 dia útil (1BDR), Resolução em 1 semana (1 Week DR), Acompanhamento do cliente, CSAT, etc. - Incentivar uma abordagem colaborativa dentro da equipe em casos de suporte para garantir que a abordagem analítica correta seja adotada - Apoiar as principais contas da Genetec - Transferir habilidades analíticas e de resolução de problemas técnicos para os engenheiros de suporte, a fim de ajudá-los a gerenciar e resolver casos mais rapidamente - Antecipar conflitos de tarefas e mudanças organizacionais com base nas prioridades - Gerenciar escalações com o Gerente de Experiência do Cliente (CX) Coordenação de escalações com P&D, nível T2 e Gerentes de Projeto - Lidar com os casos mais complexos e clientes estratégicos - Alocar recursos de suporte de acordo com as necessidades - Coordenar atividades e fluxo de informações entre as equipes funcionais da Genetec e os clientes (por exemplo, Gestão de Produtos, P&D, Vendas e Engenharia de Vendas) em tarefas da SWAT - Participar da avaliação e mitigação de riscos e impactos - Fornecer feedback técnico interno aos grupos de produtos (IPG) - Contribuir ativamente, por meio de acompanhamento próximo, para a redução do TTR da SWAT Gestão da equipe - Auxiliar o Gerente de Experiência do Cliente (CX) na avaliação do desempenho da equipe e individual - Garantir que o nível de conhecimento do produto da equipe seja adequado e sugerir treinamentos e ações necessárias (coaching, observação, mentoria) - Contribuir para o processo de contratação - Garantir que os membros da equipe participem ativamente das reuniões agendadas (stand-ups, retrospectivas, grooming, etc.) - Responsável pelo treinamento e integração de novos membros da equipe em ferramentas, sistemas e procedimentos - Lidar com questões interpessoais dentro da equipe - Dedicar tempo à orientação de engenheiros de suporte Práticas e Processos de Suporte - Garantir que todos os processos sejam conhecidos e aplicados - Esforçar-se para melhorar os processos visando maior eficiência - Desenvolver serviços preventivos e proativos - Garantir as melhores práticas no uso de ferramentas de gestão e operacionais (CRM, SWAT, Five9, etc.) Um pouco mais sobre você: - Conhecimento dos produtos Genetec - Conhecimento dos clientes da Genetec - Conhecimento dos sistemas operacionais Windows - Compreensão dos princípios de redes IP - Conhecimento de circuitos elétricos de baixa latência - Conhecimento de configuração e solução de problemas em PCs - Conhecimentos gerais de TI - Conhecimento de redes (switches, roteadores, etc.) - Certificações MCSE, CCNA - Pode ser necessária disponibilidade 24 horas por dia, 7 dias por semana - O candidato deve ser proficiente em inglês, português e espanhol Vamos falar dos benefícios! - Aulas de idiomas - Auxílio-transporte e auxílio-alimentação - Passe de academia - Plano de saúde e odontológico - Seguro de vida A Genetec é uma empresa que oferece igualdade de oportunidades; nos esforçamos para promover a diversidade e a inclusão por meio de nossa abordagem de contratação, bem como da capacitação e do desenvolvimento profissional que oferecemos. Estabelecemos parcerias com associações externas e implementamos iniciativas internas para proporcionar um ambiente de trabalho acolhedor para funcionários de todas as origens.