EDGE L2 Supervisor Reports to: Global Head of EDGE Infrastructure Support Job Overview: Due to our continued growth, we are looking for exceptional IT Support Leaders/Supervisors with strong Linux skills to join our NEW EDGE team in Cebu. You will be leading a team of EDGE L2 Shift Engineers, who are responsible for the 24 x 7 monitoring, maintenance, support, and deployment of our unique store infrastructure software which has gained significant traction with retailers all over the world. The EDGE Supervisor will be fully responsible for the EDGE Cebu Team ensuring that they are delivering a world class proactive support service to our global customers in line with our UK EDGE Support function. As both this role and the team are new to the EDGE Support organization, there will be emphasis on this role to contribute to defining and shaping the scope, deliverables, toolsets and processes associated with this team. You will work to ensure the efficient running of the EDGE Support L2 Cebu team, providing technical support in all areas of support activities This role will require a strong analytical thinker who enjoys solving problems and thrives in a high-pressure environment with shifting priorities. The EDGE L2 Supervisor will need to assess multiple situations to determine tactical steps forward alongside leading a team in implementing a strategic plan. Highly organized and with exceptional attention to detail you'll be able to effectively plan and prioritize your team's workload, as well as accurately measuring and reporting on their progress. Responsibilities and Duties: Responsible for all EDGE support and tasks within the Cebu team Planning and organizing workload of the Cebu EDGE Support team, ensuring priorities are addressed, and work is scheduled within the timescale required. Provide leadership to the EDGE Cebu teams, instilling a culture of quality, service-centricity and professional pride in the activities and achievements of the team; to include work allocations, appraisals, and recruitment Ensuring all assigned EDGE support incidents/requests are dealt with within SLA and to our customers' satisfaction Work alongside the EDGE L2 Team Leaders/Supervisors in ensuring there is high quality documentation for the EDGE Cebu Support Team to refer to for all tasks Work alongside the EDGE L2 Team Leaders/Supervisors to ensure the task of Monitoring is continuously improved, to ensure the Monitoring of live customers software and infrastructure is successful Work alongside the EDGE L2 Team Leaders/Supervisors to ensure any relevant policies, procedures, and standards to ensure all tasks are appropriately controlled Taking a lead role in coordinating any P1/major incidents Work with your team to provide the appropriate resources for any support incident/requests, maintenance, and new projects, working together to ensure that work is delivered on time and fully meets the business requirements. Promote and provide support for new products and technologies. Building the best Support operations team in the industry, including training and supporting the team as it grows Provide leadership to the shift teams, instilling a culture of quality, service-centricity and professional pride in the activities and achievements of the team; to include work allocations, assisting leadership with appraisals and recruitment Ensuring all support requests are dealt with within SLA and to our customers' satisfaction Ensuring there is high quality documentation for the support Team to refer to for all tasks Ensure implementation of any relevant policies, procedures, and standards to ensure all tasks are appropriately controlled Taking a lead role in assisting and coordinating any P1/major incidents Work with your team to provide the appropriate resources for any support requests, maintenance, and new projects, working together to ensure that work is delivered on time and fully meets the business requirements. Additional tasks as and when required: Answering emails, calls, and online chat in a positive and friendly manner. Creating a record of each customer problem and spot trends when applicable. Deliver technical IT support as required to our diverse client base. Monitoring live customers' EDGE software and infrastructure, troubleshooting issues and escalating issues to the wider EDGE Support Team Ensuring the task of monitoring is continuously improved, to ensure the monitoring of live customers software and infrastructure is successful Management of Windows and Linux server operating systems Assisting our partners and customers with deploying the EDGE software Monitoring 'Live' customers and cloud/store infrastructure Fulfilling IT maintenance tasks scheduled by other team members. Promote and provide support for new products and technologies. Assist with the onboarding of new team members: laptop setup, account creation, and new user orientation. Maintain an up-to-date knowledge of our products, technologies, and our competitors. Meet customer contractual SLAs in addition to business OLA targets and metrics. Maintain high customer satisfaction ratings that meet company standards. Knowledge, Skills, and Experience: Team Leader or management experience of a small team The candidate should have a minimum of 3-4 years' experience in an IT support role working with Linux operating systems Good understanding of core network technologies - LAN/WAN, VPN's, VNC, Routing/Switching, DNS, DHCP and Firewalls. Experience of industry standard Monitoring solutions - such as Nagios, CheckMK, Prometheus and Grafana Experience with Cloud Services and Containerization technologies - such as AWS, GCP, Azure, Kubernetes, and Docker. Experience working in a customer-facing technical role which requires solid technical aptitude, excellent English - written and oral communications skills, and the ability to deal effectively with people at all levels and in different situations. Strong analytical skills with proven problem-solving ability. Demonstrated willingness to learn and apply innovative technology. Desirable experience with these technologies: Windows operating systems CouchDB Resilient and redundant file systems (ideally ZFS and DRBD, alternatively advanced knowledge of similar such as btrfs, LVM, RAID, CEPH, and other clustering solutions) Shell scripting (ideally BASH, or Python, Perl, Ruby, PowerShell etc.) Exposure to working in security sensitive environments. AI/machine learning