Job Overview
As part of the ETG Product Ops team, take ownership and proactively lead the Ops team (L2 and L3 teams) as a Tech Leader on resolving L2/L3 support issues for all the ETG Products (Technology Workflows, AIX, ). Ensure all the Incidents and requests are tracked and addressed in a timely manner with a sense of urgency or if need to be escalated to appropriate ETG Engineering or Product teams
Track Key performance metrics using ETG and DT Ops dashboard (SLAs for response time, resolution time, customer satisfaction) and ensure all the SLA metrics are met
Keep ETG Leadership informed regularly with key updates, SLAs and Performance Metrics
Work closely with ETG Engineering teams to understand upcoming feature or Product releases, and train L2/L3 Operations teams in those areas
Analyze recurring support issues and customer feedback with ETG Product teams for potential feature improvements
Ensure smooth communication with other teams in DT or ServiceNow on Product support needs and goals
Drive continuous improvement and lead strategic initiatives to refine operational efficiencies and reinforce customer trust.
Qualifications
To be successful in this role you have:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
More than 7+ years of Exp. working on ServiceNow platform (CSA, CAD certifications preferred)
Expertise in writing JavaScript and ServiceNow scripting and problem-solving skills
Experience working in Virtual Agent, AI Search, Conversational Interfaces highly preferred
Ability to work in a fast-paced and dynamic environment with a sense of urgency towards resolving issues and growth mindset and interest to learn and upskill
Experience with monitoring tools, dashboards, and analytics
Demonstrated aptitude for learning new technologies quickly
Experience with AI/ML and automation in product operations is preferred
Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
Strong communication skills (both written and verbal)
Knowledge of industry best practices in product support and operations.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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Employer : Ausfintec (CY) Ltd
