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Regional Support Lead

Publicado el 4 de enero de 2017 por Absolute Maritime Tracking Service

Fecha límite de inscripción: 15 de enero de 2017

Job Purpose

The purpose of this role is to be responsible for all aspects of our back end operational support and technology for the US time zone. Our support operates a 24 x 7 ‘follow the sun’ model and this role is to be part of the operational management team.

You will be responsible for the business as usual operations of all our internal and external customer facing systems and infrastructure (a mix of in house, co-located and cutting edge hosted/cloud based services).

You will report to the Global Customer Support Manager, whose team provide first line phone and email applications support to our customers, with additional lines of responsibility to the Service Delivery Manager, who is globally responsible for processes, monitoring (SLA’s) and reporting (KPI’s) on our production environments.


·Manage, plan and deliver the end to end operational support and delivery of back end services to the internal business and to external customers.

·Manage day to day business as usual operations of our in house, co-located, hosted and cloud based services (cost management, security, data backup, telecoms, networks, patching, etc.).

·Manage issue tracking and daily handover of all production related issues to appropriate personnel in the next time zone.

·Setup, monitor and report key performance indicators for the Panama operations team.

·For the US time zone, be the internal escalation point for issues and major incident management.

·Project management for all new clients / projects impacting the US time zone. Actively communicate project plans, progress, risks and issues with the global team.

·Manage the transition of services into live and ensure appropriate resources, processes, support procedures and reporting/monitoring are in place.

·Work with Polestar IT to manage infrastructure implementation and upgrade projects for both owned and cloud based services.

·Manage our partners and 3rd party suppliers. Monitor supplier performance and implement service improvement programmes where necessary.

·Security: Be responsible and proactive in ensuring that the data, systems and services under your remit are secure.


·Proven work experience as an operations manager or senior supportive lead role

·Adequate knowledge of organisational effectiveness and operations management

·Ability to effectively communicate with all levels of the organisation

·Leadership and organisational skills

·Budget development and oversight experience

·Good IT skills (MS Office etc)

·Experienced with systems management (AWS, Linux)

·Experienced managing multiple stakeholders

·Maritime experience is desirable but not essential

Key Competencies

·Strong communication skills (Spanish / English)

·Planning and organizing


·Critical thinking and problem solving skills


·Team work

·Conflict management


Company Benefits

• Basic salary $2,583.33 - $3,083.33 per month + discretionary company performance bonus (10% of basic salary).

• Private Health Insurance

• Life Assurance – x 3 times basic salary & EAP programme

• Pension scheme

**Please ensure that your CV is submitted to in English in order to be considered for this role. All candidates that apply must ensure that they have a valid work permit as proof of rights to work in Panama. If you reside outside of Panama and require sponsorship then please state this on your application**