- Edinburgh, Scotland, United Kingdom
- Hybrid
Lead a technical support team for Advanced Distribution Management System (ADMS) software, ensuring reliable grid operations and customer satisfaction.
Responsibilities
- Lead daily support operations for ADMS, allocating work and balancing priorities to meet SLAs
- Coach and mentor team members, providing technical guidance and promoting knowledge sharing across global support teams
- Drive team accountability for incident resolution, case quality, and effective communication with utility customers and cross-functional partners
- Coordinate complex escalations, perform root cause analysis, and lead continuous service improvement initiatives aligned with ITIL practices
- Partner with technical account managers to deliver stakeholder reports on high-priority incidents and participate in customer service reviews
Requirements
- Bachelor's degree in Electrical Engineering
- Bachelor's degree in Computer Science
- Nice to have: ADMS platforms
- Nice to have: Feature Manipulation Engine
- Nice to have: Common Information Model