- Edinburgh, Scotland, United Kingdom
- Hybrid
- Full-time · Lead
Lead a technical support team for Advanced Distribution Management System (ADMS) software, focusing on modernization of power systems and ensuring resilient operations for utilities.
Responsibilities
- Lead daily support operations for Advanced Distribution Management Systems (ADMS), allocating work and balancing priorities to meet service level agreements (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 Information Technology Infrastructure Library (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, Computer Science, or a related field
- Nice to have: ADMS platforms (Reliance Series 6)
- Nice to have: Feature Manipulation Engine (FME)
- Nice to have: Common Information Model (CIM) data modeling
- Nice to have: Amazon Web Services (AWS)