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Industrial Equipment & MachineryFull time
Regional Sales Manager, Nordic Countries (Heavy Construction Machinery)
Sweden
Full time
Location: Stockholm preferred (not mandatory), home office, covering Sweden, Norway, Denmark, Finland and Iceland Employment: Direct employment with the company About the company Our client is a global manufacturer of construction, agricultural and engineering machinery, selling in more than 170 countries and listed on international stock exchanges. International business now accounts for over half of group revenue, and Europe is growing faster than the group average. The company is scaling up its own direct operations in the Nordics, and this role is central to that move. The opportunity You will build the Nordic market and the sales team from the ground up. This is a real chance to shape a regional operation, set up sales and distribution structures across five countries, and grow with a major global group. Responsibilities Identify new target customers, end users and lessors, and define strategies to grow market share Review sales contracts to keep sales policies consistent and risks controlled, and make sure customers stay within agreed terms and credit limits Deliver annual, quarterly and monthly sales targets for the region Prepare regular sales reports for senior management Support marketing activities, local distributors and customer training Develop approaches to win new clients and maintain relationships through proactive outreach Monitor competitor activity and pricing, and report on local market trends Contribute to product development input based on market needs Year 1 priorities Secure at least one distributor per product line in each country Build the key top-customer account matrix for the main product lines Deliver country-specific sales targets Product portfolio: aerial work platforms, earthmoving machinery, truck and mobile cranes, concrete machinery, agricultural machinery Reporting line: Country Manager. Field-based sales team members in Sweden will report to this position. Your profile Senior sales experience with heavy-duty machinery, from an OEM or a comparable environment Solid territory and sales management experience A hunter mindset combined with senior key account management, with new markets and new customers taking priority Experience developing business across more than one country is a strong asset Strong understanding of Nordic markets and business culture Fluency in a Nordic language (Swedish, Norwegian, Danish or Finnish) is a strong plus Background in heavy machinery wholesale or direct OEM sales What is on offer Annual bonus linked to sales target achievement and KPIs, plus an incentive for each new channel partner onboarded. At target, total remuneration is roughly 130% of fixed salary, and up to around 140% to 148% with strong over-delivery Private car allowance, with fuel reimbursed Company laptop and mobile phone Home office, with daily customer visits and frequent travel across the Nordic countries Statutory social security contributions only (no supplementary pension scheme) GDPR Notice: By applying for this role, candidates implicitly consent to their personal data being processed by Antal, unless otherwise advised in writing.Please note that our career ads may use approximate salary levels as a guide. However, we are happy to consider applications from all candidates who can demonstrate the skills necessary to fulfill the role. We can only respond to the best-fit applicants within an average response time of a maximum of four weeks. The rest of the CVs are stored in our international talent pool for potential future matches. Please note that your personal information will be treated under our Privacy Policy. Thank you!
Industrial Equipment & MachineryFull time
Business Development Manager, Heavy Construction Machinery (Australia)
Australia
Full time
Location: Home office, multiple territories across Australia (major cities and regional areas) Employment: Direct employment with the company About the company Our client is a global manufacturer of construction, agricultural and engineering machinery, present in more than 170 countries. The company has entered the Australian direct sales market, already operates a local headquarters and several state offices, and is investing in growing its regional sales presence. The opportunity Take ownership of a regional territory with the backing of a global manufacturer. The company is expanding its direct sales team, which offers a clear career path and real influence over how the territory is developed. Responsibilities Identify and win new customers, end users and lessors in your territory, and grow market share Manage and develop key accounts, local dealers and channel partners Achieve the annual, quarterly and monthly sales targets set for the territory Prepare regular sales and pipeline reports for management Support local marketing activities, demonstrations and customer training Monitor competitor activity and pricing, and share local market insight with management Your profile Proven sales experience with heavy construction machinery, from an OEM or a dealer Territory management experience and a track record of meeting targets A hunter mindset combined with key account management skills Strong knowledge of the construction, civil or agricultural market in your region For the agricultural position: experience selling agricultural machinery Background in heavy machinery wholesale or direct OEM sales What is on offer Competitive fixed salary plus a performance bonus linked to sales targets and KPIs (details confirmed at offer stage) Private car allowance with fuel reimbursed Company laptop and mobile phone Home office, with daily customer visits and regional travel to remote locations as required GDPR Notice: By applying for this role, candidates implicitly consent to their personal data being processed by Antal, unless otherwise advised in writing.Please note that our career ads may use approximate salary levels as a guide. However, we are happy to consider applications from all candidates who can demonstrate the skills necessary to fulfill the role. We can only respond to the best-fit applicants within an average response time of a maximum of four weeks. The rest of the CVs are stored in our international talent pool for potential future matches. Please note that your personal information will be treated under our Privacy Policy. Thank you!
Logistics, Supply Chain & TransportationFull time
PCM / SCM Manager (Procurement & Capacity Management)
United Kingdom
GBP 35000 - 45000 Year
Full time
Our client based in Hayes is seeking a PCM Manager to joing their team.Role Overview The PCM/SCM Manager is responsible for delivering airfreight procurement and carrier management strategies that optimise cost, capacity, and service performance. Working closely with operational teams, stations, gateways, and airline partners, the role drives effective pricing, supplier performance, and consolidation planning. The successful candidate will provide market insight, manage carrier relationships, and support the wider UK network to achieve commercial and operational objectives. Key Responsibilities: Execution of Global procurement strategy directly linked to airline support. Management of "Best pricing" through contract and/or spot process. Planning of consolidations & protection of capacity working directly with the Operations and stations. Optimisation of consolidations / Volume paid control Commercial management off all Gateway shipments, consolidation and some back to back's. Defines and management of internal rates. Performs market and customer analysis to meet supply/demand. Initiates local corrective action or raise to Global. Maintains and offers market information. Offers guidance & support to UK network Managers carrier performance from internal reports. Ensures that all interactions are compliant with our clients Code of Conduct and other compliance requirements e.g. anti-corruption Contribute to the First Choice continuous improvement program Skills and Experience: Excellent commercial understanding of the Airfreight industry (5 yrs. preferable) Excellent communication skills, key to the role both internally and externally Strong team player with a positive "Can do attitude" Customer focussed. Good operational understanding and skillset Ability to build strong relationships with suppliers and colleagues A good "IT" awareness preferable Strong problem solver Strong negotiation skills Results driven
Human Resources & Recruitment
Corporate TA Lead
India
Role Overview We are looking for an experienced Talent Acquisition professional to manage end-to-end recruitment for corporate functions, with strong expertise in Category, Sales and Marketing hiring. The role will lead a team of three recruiters, partner closely with business stakeholders and deliver timely, high-quality hiring aligned with organizational priorities. Location: Bengaluru, Karnataka Experience: 7+ years Key Responsibilities · End-to-End Recruitment: Manage the complete recruitment lifecycle for corporate roles, from requirement understanding and sourcing through screening, interview coordination, offer management and onboarding coordination. · Functional Hiring: Drive recruitment across Category Management, Sales, Marketing and other corporate functions as required. · Sourcing & Screening: Build talent pipelines, deploy effective sourcing strategies and assess candidates against role requirements and organisational fit. · Team Management: Lead a team of three recruiters, allocate hiring mandates, monitor productivity, coach team members and drive recruitment delivery. · Stakeholder Management: Partner with hiring managers and business leaders to understand hiring needs, calibrate candidate profiles, share market insights and ensure timely closures. · Recruitment Planning & Reporting: Prioritise open positions, track recruitment turnaround time and pipeline progress, and report on key hiring metrics. · Process Improvement: Identify opportunities to improve sourcing effectiveness, candidate experience, recruitment efficiency and quality of hire. Desired Candidate Profile · Proven experience in Talent Acquisition or Corporate Recruitment, preferably in a managerial or team-lead role. · Strong hands-on experience hiring for Category, Sales and Marketing functions. · Demonstrated expertise in sourcing, screening and end-to-end recruitment delivery. · Experience managing a team of recruiters and driving individual and team performance. · Strong stakeholder management, communication, negotiation and relationship-building skills. · Ability to manage multiple hiring mandates in a fast-paced environment. · Proficiency in recruitment platforms such as LinkedIn Recruiter and Naukri, along with Boolean and X-ray search techniques. Key Success Factors · Timely and effective closure of corporate hiring mandates. · Strong candidate quality and proactive talent pipeline development. · Effective team productivity and recruitment delivery. · Strong collaboration with business stakeholders. · A hands-on, data-aware and ownership-driven approach to recruitment.
Engineering - Mechanical & IndustrialFull time
Logistic Manager
Ozzano Emilia, Italy
40-45.000 €
Full time
Per importante realtà industriale della provincia di Pesaro-Urbino ricerchiamo un Responsabile Logistica che si occupi della gestione delle operazioni logistiche interne Principali Responsabilità Coordinare e supervisionare tutte le attività legate alla movimentazione delle merci all’interno dell’azienda. Garantire l’efficienza e l’efficacia del flusso di materiali, dal ricevimento delle materie prime alla distribuzione dei semilavorati fino al carico dei prodotti finiti Pianificare le attività di logistica per assicurare il rispetto dei tempi di produzione e consegna. Ottimizzare i processi di stoccaggio e movimentazione merci per ridurre costi e migliorare le performance operative Supervisionare la gestione del magazzino, assicurando l’accuratezza delle scorte e l’ordine degli spazi di stoccaggio Implementare sistemi di inventario efficienti e coordinare le operazioni di inventario periodico Gestire e formare il personale addetto alla logistica interna, assegnando compiti e monitorando le performance del team. Monitorare gli indicatori di performance (KPI) della logistica interna e redigere report periodici per la direzione. Collaborare con i dipartimenti di produzione, acquisti e vendite per allineare le attività di logistica Assicurare il rispetto delle normative di sicurezza sul lavoro Gestione del Team
Information Technology & SoftwareContract
Systems Analyst -HR 12 Month FTC
United Kingdom
GBP 45000 - 50000 Year
Contract
Our well known client based in Staines is seeking an Systems Analyst to join their team. You will play a key role in the effective use of HRIS software, ensuring the systems are fully optimised for the organisation’s HR processes. To be responsible for the HR information systems development, configuration update, implementation and data analysis. Monitor and control HRIS activities and carry out super user actions. Drive continuous improvement of relevant HR Systems and processes. Key Tasks Leverage HR data to provide management related information on workforce metrics, HR activities, efficiency, effectiveness and costs Develop, analyse, and deliver HR reports and dashboards that provide insights into HR operations (e.g, turnover, diversity, headcount, compensation). Ensure accurate and timely delivery of HR metrics and reporting to HR leadership and management. Support business in ad-hoc reporting requirements, creating bespoke reports and analysing HR data to support decision-making and compliance Provide end-user training and support on HRIS functionality, tools, and best practices Serve as the primary point of contact for HRIS-related user enquiries and issues. Develop user documentation and training materials for HRIS users across the organisation. Lead and deliver HRIS-related projects, such as system upgrades, new feature rollouts, or integrations with other enterprise systems. Collaborate with external HRIS vendors to manage system enhancements, maintenance, and troubleshooting. Supporting with annual HR processes by analysing and verifying the accuracy of data Ensuring data integrity within all HR Systems, including CHRIS, SelectHR, HRGT, MyTW, PIAM and other HR related systems. Manage the monthly system audits in HR Systems to ensure no anomalies in Organisational Hierarchy setup. Identify and develop solutions to simplify HR processes (HR Admin/Payroll/Training/R&R) Enhance the quality of HR data and management information while working closely with other HR functions Skills Strong knowledge of HRIS systems Excellent Excel skills ( v-lookups, Pivot tables, COUNTIF, IF statements etc) Strong analytical and problem-solving skills Ability to work effectively both independently and as part of a team In depth experience of handling large quantities of data and combining and reconciling data together from various data sources Strong communication and interpersonal skills Self-motivated with strong organisational skills, with the ability to work under pressure and to deadlines Experience of creating reports Able to work on multiple projects/priorities in a deadline-driven environment, remain calm in pressurised situations and adapt quickly to change Flexible and pro-active approach to work
Architecture & PlanningCivil Engineering & ConstructionFull time
Capo Cantiere
Genova, Italy
Full time
LA SOCIETÀ Importante realtà italiana operante nel settore delle costruzioni, specializzata nella realizzazione di interventi ad elevata complessità tecnica e organizzativa. L'azienda opera come General Contractor su commesse pubbliche e private nei settori residenziale, commerciale, ricettivo, industriale e delle opere pubbliche, distinguendosi per solidità, qualità esecutiva e attenzione alla gestione dei progetti. Per conto di questa realtà, siamo alla ricerca di un: Capo Cantiere IL RUOLO La risorsa sarà responsabile dell'esecuzione operativa delle lavorazioni, assicurando il rispetto del programma lavori, degli standard qualitativi e delle prescrizioni di sicurezza. ATTIVITÀ PRINCIPALI Organizzare quotidianamente le attività di cantiere; Coordinare maestranze e subappaltatori; Controllare la qualità delle lavorazioni e il rispetto delle prescrizioni di sicurezza, assumendo il ruolo di preposto; Monitorare l'avanzamento dei lavori; Verificare quotidianamente le presenze delle imprese e delle maestranze predisponendo la reportistica aziendale; Verificare la corretta esecuzione delle lavorazioni rispetto ai disegni esecutivi; Coordinare le interferenze tra le diverse lavorazioni; Trasmettere i dati necessari alla predisposizione dei SAL; Effettuare il rilievo delle quantità eseguite; Predisporre la contabilità dei subappaltatori; Compilare i prospetti di avanzamento; Trasmettere la documentazione contabile al Responsabile di Commessa per la validazione. REQUISITI Preferibile diploma di Geometra o titolo tecnico equivalente; Esperienza minima di 10 anni maturata in impresa edile; Esperienza di almeno 5 anni nel ruolo di Capo Cantiere; Esperienza nella gestione di maestranze e subappaltatori. LUOGO DI LAVORO: Area Milano e Lombardia. Per favore, mandate il vostro CV con una lettera di motivazione al ruolo a: [email protected] Ref: Capo Cantiere - Milano
IT ServicesFull time
Offshore Delivery Head
Chennai, India
Full time
· Experience - 18+ · Location - Bangalore/ Pune/Hyderabad/Chennai · Own offshore delivery for a ~$30M+ UK & Ireland portfolio, accountable for revenue realization, gross margin, productivity, delivery quality and client outcomes across the account set. · Bring a delivery-first mindset with genuine hands-on credibility — a background in software development and large transformation programs, not just program governance. · Run the portfolio entrepreneurially: spot growth and efficiency opportunities inside accounts, move fast on them, and treat the offshore centre as a business to be built rather than a cost centre to be administered. · Put Data and AI at the centre of how delivery is run — AI-assisted engineering, automation of run and support work, and data-driven visibility into effort, quality and throughput, with a default bias toward automating before adding headcount. · Partner tightly with onsite delivery leaders, account managers and sales — acting as one team on client commitments, pursuits, solutioning and estimation, with no offshore-onshore divide. · Drive the operational levers relentlessly: pyramid and span optimization, utilization, non-billable control, effort-to-outcome conversion and margin expansion quarter on quarter. · Make people and talent a first-order priority — hiring, skilling in Data/AI and modern engineering, retention of critical talent, and building a visible leadership bench below. · Be credible and confident in front of UK & Ireland clients, comfortable owning reviews, escalations and transformation conversations directly with senior stakeholders. · Bring the energy and hunger of a young leader with the maturity to hold a $50M portfolio
IT Services
Senior Program Manager (Data + AI)
gurgaon, India
About the role We are hiring a Program Manager to own end-to-end delivery of large, complex Data & AI programs for enterprise customers, with a focus on US telecom accounts. You will lead a team of about 30, run large-scale migration programs onto the Databricks platform, and manage data and AI solutions around telecom billing and invoicing. This is a customer-facing leadership role. You will be the primary point of contact for senior customer stakeholders and will steer delivery across a multi-party ecosystem of customer IT, business teams, product vendors and partners. Key responsibilities Program delivery • Own scope, schedule, budget, quality and risk for multi-workstream Data & AI programs of enterprise scale. • Plan and run large-scale migrations from legacy data platforms (on-prem warehouses, Hadoop, legacy ETL) to the Databricks Lakehouse, covering assessment, wave planning, code conversion, data validation, cutover, reconciliation and legacy decommissioning. • Set up program governance: steering committees, RAID logs, status reporting, change control and escalation paths. • Track delivery health with clear metrics (milestones, burn, defects, SLAs) and act early on slippage. Telecom billing and invoicing • Lead data and AI initiatives across the billing lifecycle: usage/rating data, invoice generation, revenue assurance, dispute and adjustment analytics. • Translate billing and invoicing business processes into data requirements, data models and reconciliation controls. • Ensure data accuracy and auditability for financially sensitive billing data. Customer management • Act as the primary delivery contact for US customer leadership (Director, VP and CXO level). • Manage a complex ecosystem of customer IT and business teams, third-party vendors, platform partners and other SIs. • Run business reviews (weekly, monthly, QBR), manage expectations and handle escalations with composure. • Spot account growth opportunities and support proposals, SOWs and change requests. People leadership • Lead a team of about 30 across data engineering, ML, architecture, QA and analysis, working across US and India time zones. • Drive hiring, onboarding, allocation, performance and career growth for the team. • Build a delivery culture of ownership, quality and clear communication. Must-have qualifications • 12–18 years in IT services or product delivery, with 5+ years managing large Data & AI programs end to end. • Proven delivery of large, complex, enterprise-grade data programs (multi-workstream, multi-million-dollar, high visibility). • Has led at least one large-scale, enterprise migration to the Databricks platform end to end (multi-TB to PB data, hundreds of pipelines, phased cutover with parallel runs). • Domain experience in telecom billing and invoicing processes (rating, invoicing, revenue assurance, billing data reconciliation). • Has led teams of 25–35 people, including onsite–offshore delivery models. • Has managed complex customer ecosystems with multiple vendors and stakeholders, preferably for US customers. • Excellent articulation and communication, written and verbal; confident presenting to senior customer leadership. • Sound grasp of modern data architecture: lakehouse, ETL/ELT, data governance, cloud platforms (AWS, Azure or GCP). • Working knowledge of AI/ML and GenAI delivery (MLOps, model deployment, use-case scoping). • Strong command of delivery frameworks (Agile/Scrum, SAFe or hybrid) and program financials. • Bachelor's degree in Engineering or Computer Science; MBA a plus. Technology skills The candidate need not code daily, but must be able to review designs, challenge estimates and guide architects on the areas below. Area Skills expected Databricks platform Lakehouse architecture, Delta Lake, Unity Catalog, Databricks SQL and SQL Warehouses, Workflows/Jobs, Delta Live Tables, Photon, cluster and cost management Migration sources Teradata, Oracle, Netezza, SQL Server, Hadoop/Cloudera (Hive, Spark), Informatica, DataStage, SSIS, SAS Migration approach Discovery and inventory, lift-and-shift vs re-engineer decisions, SQL/ETL code conversion, data validation and reconciliation, parallel runs, cutover and rollback planning Data engineering Apache Spark (PySpark, Spark SQL), batch and streaming (Structured Streaming, Kafka, Auto Loader), medallion architecture Governance and security Unity Catalog access control, data lineage, data quality frameworks, PII handling for billing and customer data AI/ML on Databricks MLflow, Feature Store, Model Serving, Mosaic AI / GenAI use cases Cloud Databricks on AWS, Azure or GCP; object storage, networking and IAM basics DevOps and FinOps CI/CD with Databricks Asset Bundles, Git, Terraform; DBU cost monitoring and optimisation Certifications (preferred) Databricks Certified Data Engineer (Associate/Professional) or Databricks Lakehouse Fundamentals Good to have • Certifications: PMP, PgMP, SAFe (RTE/SPC), or Databricks / cloud certifications. • Exposure to telecom BSS/OSS stacks and billing platforms (e.g., Amdocs, Netcracker, Ericsson, CSG). • Experience with Databricks migration accelerators and code-conversion tools (e.g., Lakebridge / BladeBridge or partner-built converters). • Prior onsite stint or extensive travel experience with US customers. • Experience in pre-sales, solutioning or account mining for data programs.
IT Services
Technical Support Team Leader
India
Technical Support Team Leader Department: Technical Support / Operations Employment Type: Full-time Location: Remote / India Experience: 3–5+ years in Technical Support / System Administration Shift: Rotational shifts, including weekends as required About Us We are a cloud infrastructure and hosting company providing reliable VPS, dedicated servers, and related infrastructure services to customers globally. We operate a fast-paced technical support environment where customer experience, uptime, response time, and technical ownership matter. Job Role & Responsibilities Team Leadership Lead and supervise the Technical Support/L1 support team. Allocate tickets, tasks, and shifts effectively. Monitor team performance, productivity, response times, and ticket quality. Ensure proper shift handovers and continuity between teams. Conduct regular one-to-one and performance reviews with team members. Identify knowledge gaps and arrange training/coaching accordingly. Maintain discipline and accountability within the team. Act as the first level of management escalation for technical and customer-support issues. Technical Escalation & Troubleshooting Handle escalated technical issues that cannot be resolved by L1 engineers. Troubleshoot Linux and Windows VPS/server-related issues. Diagnose issues involving: CPU, RAM and disk utilization Disk I/O and storage Network connectivity IP configuration DNS RDP/SSH connectivity Firewall and port-related issues Server performance OS-level issues Service failures Boot/recovery issues Virtual machine problems Investigate recurring technical issues and identify their root causes. Coordinate with senior system administrators, infrastructure engineers, and management for higher-level escalations. Virtualization & Cloud Infrastructure Working knowledge of virtualization environments is required. The candidate should be comfortable working with platforms such as: Virtualizor Proxmox KVM-based virtualization VPS provisioning and management VM migrations OS templates VM resource allocation Storage and disk management Network configuration Experience with other virtualization/cloud platforms will be an advantage. Customer Support Ensure customers receive accurate, professional, and timely technical assistance. Review escalated customer tickets before resolution where required. Ensure engineers do not provide technically incorrect or incomplete solutions. Handle difficult or high-priority customer situations professionally. Maintain a strong focus on customer satisfaction without compromising technical accuracy or company policies. Identify recurring customer issues and recommend improvements to products, documentation, or internal processes. Ticket & SLA Management Monitor the support queue and ensure tickets are handled within defined SLAs. Track pending, overdue, and escalated tickets. Ensure no customer issue remains unattended due to poor handover or lack of ownership. Review ticket responses for technical accuracy and communication quality. Maintain proper ticket documentation. Ensure engineers follow defined escalation procedures. Process & SOP Development Create, improve, and maintain technical support SOPs. Build troubleshooting checklists and internal knowledge-base documentation. Identify repetitive tasks that can be standardized or automated. Establish clear escalation procedures. Continuously improve support workflows and operational efficiency. Incident Management Take ownership of major customer-impacting incidents when escalated. Coordinate with relevant technical teams during outages or infrastructure incidents. Maintain clear communication during incidents. Prepare incident summaries and root-cause reports where required. Identify preventive measures to reduce recurrence. Reporting & Performance Management Prepare and maintain reports covering: Ticket volume First response time Resolution time SLA compliance Escalation volume Pending tickets Reopened tickets Customer complaints Team productivity Recurring technical issues Provide regular operational updates to management. Specific Expertise Required Required Technical Skills Must Have: 3–5+ years of experience in technical support, system administration, hosting, cloud infrastructure, or a similar environment. Strong Linux troubleshooting skills. Good working knowledge of Windows Server. Strong understanding of networking fundamentals: TCP/IP DNS DHCP Routing Ports Firewalls IPv4/IPv6 Experience troubleshooting VPS/server environments. Understanding of virtualization concepts. Experience with Virtualizor, Proxmox, VMware, SolusVM, or similar platforms. Good understanding of server hardware and resources. Strong troubleshooting and root-cause analysis skills. Experience working with ticketing/support systems. Ability to read logs and diagnose issues independently. Good written and verbal communication skills. Good to Have: Experience in a hosting/cloud infrastructure company. Experience with KVM. Experience with WHMCS. Knowledge of cPanel/WHM. Basic Bash/shell scripting. Knowledge of RAID and storage systems. Experience with dedicated servers. Basic understanding of virtualization networking. Experience with monitoring systems. Experience handling infrastructure incidents. Experience managing a technical support team. Leadership Requirements We are looking for someone who can lead by example. You should be able to: Take ownership instead of simply forwarding problems. Make decisions independently. Coach junior engineers rather than solving every problem yourself. Hold team members accountable for their work. Identify poor performance early. Maintain operational discipline. Communicate clearly with both technical and non-technical stakeholders. Remain calm during outages and high-pressure situations. Prioritize customer-impacting issues appropriately. Build a culture of documentation and ownership. What We Expect From You A Team Leader is expected to be hands-on. You should not be someone who simply says: "This is an L2 issue, escalate it." Instead, you should be able to understand the issue, investigate it, guide the engineer, and determine the appropriate next step. You will be expected to: Own → Investigate → Troubleshoot → Guide → Escalate → Document → Prevent recurrence Key Performance Indicators (KPIs) Your performance will be evaluated based on: SLA compliance Team response and resolution times Ticket backlog Escalation handling Technical accuracy Customer satisfaction Team productivity Quality of ticket documentation Reduction in recurring issues SOP and knowledge-base improvements Team training and development Overall operational discipline Ideal Candidate The ideal candidate is someone who has grown from a strong technical